Falling Ratings Start with Missed Signals
Imagine that your hotel’s average review score is going down. Not dramatically but enough to raise concern. A few decimal points can mean fewer bookings, lower visibility, and reduced trust with new guests. You check service quality. Everything seems fine. But one crucial source of insight often goes untouched.
Online reviews are usually handled as a routine task. Someone replies, apologizes, thanks the guest and moves on. But when was the last time you analyzed those reviews across platforms, over time, by category?
These aren’t just comments — they’re early signals of issues that affect guest satisfaction and long-term performance.
From Feedback to Insights: AI-Powered Review Analysis
Most hotels already track and respond to OTA reviews. But with growing volume, it gets harder to spot patterns or connect guest feedback to operational changes.
That’s where Reputation AI comes in.
Exely’s upgraded Reputation Manager uses AI to surface the insights behind the ratings without your team needing to read every review.
It helps you:
- Detect sentiment in any language automatically
- Identify common keywords tied to specific room types & facilities
- Generate responses in the language of the review to save time
Review data becomes structured and actionable. With Analytics Dashboards derived from this data, you can break down trends by room category or facility and act where it matters most.
How One Hotel Turned a Score Drop Around in Weeks
In April, guests at Tufenkian Avan Dzoraget Hotel started rating meals negatively. The team noticed the trend in the Reputation AI dashboard and acted quickly to improve breakfast service. By June, guest sentiment had shifted to 100% positive.
What would have taken weeks to notice manually became clear in just a few minutes thanks to structured review data and targeted dashboards.
Why It Matters
Guests do not always raise issues during their stay. But they often mention them online. If your team cannot detect these shifts in time, you risk missing the real reason your score is decreasing, or why bookings are slowing.
Reputation AI helps you catch those signals early, while Analytics Dashboards help you understand and prioritize what to fix.
Let’s talk about how these tools can work for you. Leave a request and our team will help you build the right setup for your hotel’s goals.
Anna Belash
Chief Marketing Officer
Exely
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