As the name suggests, hotel reputation management software, also called hotel online review software or hotel review management software, is technology designed to help hotels and other accommodation providers to manage their online reputations.
Hotels are businesses that rely on reputations more than most. Usually a large percentage of a hotel’s guests will be first-time customers. These customers need to be convinced that you’re the best option, and will look at your online reputation, particularly ratings and reviews, to gain a sense of whether they should spend their money with you.
Hotel reputation management software is designed to help you monitor and manage online reviews to present the best possible version of your hotel to potential guests.
SiteMinder
SiteMinder is the leading hotel platform for medium to large properties, but can offer a similar level of user-friendly and streamlined reputation management to Little Hotelier. With a sprawling network of 1500+ integration partners including hotel apps and property management systems, it is capable of forming the central hub of any hotel tech stack.
Features
- Channel management: Get found and booked easier with access to 450+ of the world’s leading booking channels. Manage them all in one place via real-time automation.
- Booking engine: Capture guest reservations directly on your website via an online booking engine. Own the guest relationship and enhance their experience with automated communication and personalised offers.
- Guest engagement: Personalise guest experience from pre-stay to post-stay and encourage feedback and reviews to keep your brand in the spotlight.
- The ultimate partner network: With over 1500+ best-in-class partners ready to seamlessly connect with SiteMinder, you can add almost endless functionality to your hotel tech stack. Amongst these integrations are dozens of dedicated review management apps that grant you even more control over your online reputation.
ABS Software
Malaysia’s number one hotel software solution, ABS Software is an online hotel reputation management software with a focus on servicing Southeast Asian businesses. In terms of reputation management it doesn’t have a dedicated tool per se, but does offer some relevant features within its front desk system.
Features
- Continually updated software: ABS are constantly updating their solution in response to customer feedback.
- Easy tracking of guest data: As a simple solution with somewhat limited functionality, ABS Software makes it simple to track important (though basic) customer data.
- Easy to use, no need to download: ABS Software is simple to use, and as a SaaS solution you can use it through your browser, rather than needing to download the software.
BookOnlineNow
As the name suggests, BookOnlineNow is a software solution with a focus on direct bookings, though it does also offer a channel manager. Headquartered in Greece, its revenue management and optimisation tool offers online reputation tracking and management.
Features
- Truly international: Supporting more than 30 languages and all international currencies, BookOnlineNow can be used across the globe.
- Country-specific rate plans: BookOnlineNow is able to customise rate plans based on customer location. If a hotel has developed an excellent reputation within a specific country, rates can be increased there to reflect that fact.
- Mobile optimised: The BookOnlineNow platform is mobile-optimised and works across all screen sizes and devices.
CiiRUS
A property management solution with a focus on vacation rentals, CiiRUS partners closely with the likes of Airbnb and Vrbo, and allows a vacation rental manager to efficiently manage the reputation of their accommodation through connected platforms. This solution may not be ideal for hotels that require connectivity to a wider variety of booking channels.
Features
- A task list system: CiiRUS offers a simple and streamlined way for Airbnb and Vrbo managers to maintain cleaning schedules.
- Connects to 25 channels: You can connect to an array of vacation rental platforms through CiiRUS, and only need to do so once, though there are few hotel booking channels.
- Simple, customisable reporting: The CiiRUS reporting and analytics feature is simple to use, customise and understand for small property owners.
Little Hotelier
Little Hotelier is software designed specifically for small, independent hoteliers. It offers total reputation management for your hotel via channel management, front desk software, guest experience tools and more. Designed to streamline operations and generate more bookings, it is the go-to all-in-one solution for small hotel businesses.
Features
Channel management
Little Hotelier’s channel manager lets you do away with endless OTA dashboards, bringing all your booking channels together in a single, simple portal. This gives you a central place to monitor and manage reviews across Booking.com, Expedia, Airbnb and so many more – Little Hotelier is able to connect with more than 450 different channels, by far the most of any such solution on the market.
Booking engine
On top of maximising direct bookings, Little Hotelier’s booking engine let’s you sell personalised extras and add-ons, send automated communication, and request feedback post-stay.
Guest engagement
Little Hotelier’s Guest Engagement feature is designed to heighten the guest experience to make it as pleasurable, memorable and five-star-reviewable as possible. With high-end communication tools, including the ability to set up automated messages at key moments before, during and after a guest’s stay, you’re perfectly placed to offer an amazing time, and then secure a glowing review via a post-stay review request.
Front desk
Little Hotelier’s front desk feature can save you up to 35 minutes on every booking. The secret is in smart automation, where previously manual processes are taken care of instantly and without any input from you. This includes soliciting reviews from guests after they check out – you can send an automated, customised message that asks them to review your hotel if they’ve enjoyed their stay!
Third-party integrations
Little Hotelier offers integrations with a wide range of third-party services, including many guest experience and guest review platforms. This allows hoteliers to enhance their experience and solicit feedback in a more streamlined and automated way.
Choosing the best hotel reputation management software for small accommodation providers
There’s a wide variety of hotel reputation management software available on the market today, but not all are created equal. The best review management software will meet your unique needs as a hotel owner, and will offer complete functionality. Let’s recap a few of the most popular options, and how they compare.
| Little Hotelier | No lock-in contract. Cancel anytime. | A feature tracking how rooms are sold across major OTAs and how rates stack up against competitors. | Single calendar view to prevent overbookings or reservations being missed. |
|---|---|---|---|
| SiteMinder | Real time pricing changes and the ability to analyse booking patterns. | Feature enabling hoteliers to customise OTA promotions rather than 1 single promotion pushed to all OTAs. | 1,500 best-in-class tech partners and integrations. |
| ABS Software | Continued updating of their software. | Organises customer/guest data effectively and easy to keep track. | Easy to use and doesn’t need downloading. |
| BookOnlineNow | Able to display country specific rate plans based on customer location. | Mobile optimised platform responsive with any screen size and device. | Supports more than 30 languages and all international currencies. |
| CiiRUS | Has a task list system for maintaining cleaning schedules (good for Airbnb) | Ability to sync to 25 channels with one time input. | Custom reporting and easy to understand for small property owners. |
Tools like PMS (Property Management System) and CM (Channel Manager) only assist lodging establishments in operating more simply, saving time, and being more efficient compared to not using them. However, that is not the root of growth or the challenges faced in the accommodation business. If you want to effectively manage OTA channels and create stable growth, you should have a clear understanding of how OTA platforms operate, such as their nature, operational models, and how they display, calculate displayed prices, and collect prices (after deducting commissions). Of course, larger hotels that want to approach it systematically will do it synchronously from the beginning, but smaller lodging establishments wanting to reduce operational costs should overlook it and focus on optimizing display and providing outstanding customer care.
Synthesized by: OTA Lyst
