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Reputation Management

Your Most Powerful Marketing Isn't Marketing at All. It's Your Reputation.

Our Reputation Management services help you monitor feedback, engage with guests, and leverage your positive reviews to build trust, improve your operations, and drive more direct bookings.

Before they book a room, a lift ticket, or a trip to your city, travelers do one thing: they check the reviews.

In today's travel economy, your online reputation is your brand. It's the deciding factor for countless potential guests, more powerful than any ad or promotion. A steady stream of positive reviews builds the trust that turns lookers into bookers. A handful of negative reviews—or worse, silence—can drive them directly to your competition.

At nxtConcepts, we provide a proactive Reputation Management service designed for the unique demands of the tourism industry. We help you take control of the conversation, turning guest feedback into your most valuable asset for growth.

Are You in Control of Your Online Conversation?

  • Do you know what guests are saying about you, right now, across TripAdvisor, Google, Yelp, Facebook, Instagram and other social media?

  • Do you have a consistent, professional, and timely strategy for responding to every review—both positive and negative?

  • Are you actively encouraging your happiest guests to share their positive experiences online?

  • Are you using your best reviews and user-generated photos as powerful marketing content?

  • Are you turning guest feedback into actionable insights to fix operational issues and improve the guest experience?

If you answered "no" to any of these, you're leaving revenue and valuable insights on the table.

The Complete Reputation Management Cycle

Our service is a continuous loop designed to build and protect your brand's good name.

1. Monitor Everywhere

We are your eyes and ears online. Our team constantly monitors dozens of review sites, OTAs, social media platforms, and travel blogs so you are always the first to know what's being said about your destination.

2. Respond Professionally

Timely, professional responses are critical. Our team of industry-savvy professionals (with years of experience) will respond to reviews on your behalf, using your unique brand voice to thank happy guests and, most importantly, address concerns from unhappy ones with empathy and professionalism that can turn a negative situation around.

3. Generate More Positive Reviews:

Don't leave positive feedback to chance. We help you implement simple, effective, and non-intrusive strategies to encourage your satisfied guests to leave glowing reviews on the sites that matter most.

4. Amplify Your Best Assets:

Your best marketing content is already being written by your guests. We help you showcase your 5-star reviews, testimonials, and user-generated photos on your website, social media, and in your marketing campaigns to build powerful social proof.

5. Improve From Real Feedback

We review reports to analyze your data for recurring themes and trends, providing you with actionable reports. Discover if the "Wi-Fi in the north wing is slow" or if "the new check-in process is a hit," allowing you to make data-driven improvements to your operations.

    Reputation Management for Your Destination

    For Ski & Beach Resorts

    We respond thoughtfully to a review about long lift lines or a crowded pool, and turn a positive review about a specific staff member into a social media shout-out that boosts team morale.

    For DMOs & CVBs

    We monitor the overall sentiment for your entire destination, identifying key strengths and weaknesses from visitor feedback across all partners, and amplify positive stories from local businesses to enhance the image of the whole region.

      Good to Know

      Frequently Asked Questions

      Frequently Asked Questions about Reputation Management

      Is this service just about responding to negative reviews?

      Responding to negative reviews is a critical component, but it's only one piece of a complete reputation strategy. Our service is proactive, not just reactive, and is designed to:

      • Engage with Positive Reviews: Thanking happy guests to build loyalty and show prospective customers that you are an engaged brand.

      • Actively Generate New Reviews: Implementing strategies to increase the volume and velocity of positive reviews on the sites that matter most.

      • Amplify Your Best Feedback: Turning your 5-star reviews and positive user-generated content into powerful marketing assets for your website and social media.

      • Provide Operational Insights: Analyzing feedback to identify recurring themes (e.g., "slow check-in" or "amazing new pool bar") that can help you improve your guest experience at its core.

      What's the right way to respond to a negative review? Should we offer the guest something for free?

      Our response philosophy is centered on empathy, professionalism, and taking the conversation offline. The goal of a public response is twofold:
      1) to make the unhappy guest feel seen and heard, and
      2) to show every future traveler reading the reviews that you take feedback seriously and act professionally.

      We recommend acknowledging the guest's experience, apologizing that their visit or stay didn't meet expectations, and providing a direct, offline contact method (like a manager's email) to resolve the issue privately. Offering compensation publicly can sometimes encourage fraudulent complaints, so we advise handling those specific resolutions one-on-one.

      Do we really need to respond to positive reviews, too?

      Absolutely. Responding to positive reviews is a massive and often missed opportunity. When you thank a guest for their glowing review, you:

      • Reinforce Their Loyalty: It makes them feel appreciated and far more likely to return and recommend you to friends.

      • Showcase Your Strengths: It gives you a chance to publicly highlight something great about your destination (e.g., "We're so glad you enjoyed the new ski valet service! Our team works hard to make it a seamless experience.").

      • Signal to All Potential Guests: It shows that you are an attentive, caring, and engaged business that values its customers.

      How do you ensure your responses sound authentic and match our destination's brand voice?

      This is a key part of our onboarding process. We prefer to never use canned, robotic responses. We begin with a brand voice discovery session to understand your destination's personality—are you fun and energetic, serene and luxurious, or professional and family-focused? From there, we create a detailed Response Guide that defines your tone, key messaging points, and how to handle specific scenarios, ensuring every single response sounds authentically like you.

      Which platforms and review sites are included in your monitoring service?

      We monitor the entire digital landscape where travelers are talking. This includes:

      • Major Review Sites: TripAdvisor, Google Reviews, Yelp.

      • Online Travel Agencies (OTAs): Reviews on platforms like Booking.com and Expedia.

      • Social Media Platforms: Recommendations and public comments on Facebook, Instagram, etc.

      • Niche Travel Blogs & Forums: We keep an eye on the broader web for mentions of your brand.

      Beyond responding, can you help us get more positive reviews?

      Yes, this is a core part of our proactive strategy. Most happy guests are willing to leave a review, but they often forget or don't realize how important it is. We help you implement simple, non-intrusive systems to encourage feedback, such as:

      • Well-timed post-stay email or SMS follow-ups.

      • Simple, clear instructions and links to your most important review profiles.

      • On-site reminders and QR codes that make leaving a review effortless.

      How does actively managing our reputation translate into a tangible ROI?

      A professionally managed reputation drives revenue in several key ways:

      • Increased Booking Conversions: Data consistently shows that destinations with higher star ratings and those that actively respond to reviews have higher booking conversion rates. It builds trust at the critical point of purchase.

      • Ability to Command Higher Rates: A stellar reputation creates higher perceived value, allowing you to maintain pricing power against competitors with weaker reviews.

      • Improved Guest Experience & Loyalty: By using review feedback to fix operational issues, you improve the guest experience, which leads to more repeat business and positive word-of-mouth—the most valuable marketing of all.