Platform Demo — Hospitality
A guest leaves a 2-star review.
Here's what happens next.
The platform detects the review, drafts a response, flags the account, checks upcoming reservations, and prepares a recovery offer — before your morning coffee.
See the cascade →ReputationOS review monitor The Cascade
Seven products. One recovery pipeline.
Each step feeds the next. No manual handoffs. No copy-paste between tools.
Review monitor detects the 2-star review on Google Business. Sentiment analysis scores it negative with key themes: 'room temperature' and 'check-in delay'. AI drafts a personalized response acknowledging the specific issues.
Customer profile flagged as at-risk. Health score drops from 82 to 54. System checks if this guest has future reservations and calculates lifetime value impact.
Checks upcoming reservations for this guest. Finds a return booking in 3 weeks. Flags the reservation for VIP treatment — early check-in, room upgrade if available, welcome amenity.
Drafts a personalized recovery email: acknowledges the specific issues, explains what was fixed, offers a complimentary room upgrade for the upcoming stay. Brand voice enforcement ensures the tone matches your hospitality standards.
CFO advisor calculates the revenue impact of losing this customer versus the cost of the recovery offer. Strategic advisor recommends process changes to prevent the root causes (HVAC maintenance schedule, check-in staffing).
Updates the customer segment analysis. If multiple reviews mention similar issues, flags a systemic pattern. Tracks whether recovery efforts convert at-risk customers back to promoters.
Full incident timeline visible in one dashboard: review detected → response posted → guest flagged → reservation updated → recovery email sent → financial impact calculated. Every action logged with timestamps.
What Each Team Gets
Four teams. Zero manual work.
Every output is produced automatically. Humans approve — they don't assemble.
Front Desk
- ✓ Recovery protocol for upcoming reservation
- ✓ VIP flag with early check-in and room upgrade
- ✓ Full guest history and previous feedback
Management
- ✓ Financial impact analysis — cost of losing vs. cost of recovery
- ✓ Root cause recommendations (HVAC maintenance, staffing)
- ✓ Pattern trends across recent reviews
Marketing
- ✓ Recovery email drafted, reviewed, and approved
- ✓ Google review response posted
- ✓ Brand voice consistency enforced across all communications
Operations
- ✓ HVAC maintenance alert generated from review themes
- ✓ Check-in staffing recommendation for peak hours
- ✓ Process improvement tickets created automatically
"A 2-star review became a recovery plan, a process improvement, and a financial analysis — before the guest even knew you'd seen it. That's the difference between reacting to reviews and operating a system."
See this running for your property
60-minute discovery call. We'll walk through the full review recovery cascade and show you every output.
Book a Discovery Call