Every stay ends in a review somebody else reads.
Hotel reputation is decided across Google, Tripadvisor, and a dozen booking sites at once — usually while your front desk is busy with the guests already in the building.
What makes this different from any other inbox.
One bad night travels
A single review about a room, a rate, or a late check-in outranks a hundred quiet good stays. Lia flags the ones with reach before they settle into your rating.
Every property sounds different
Regional managers write in their own register and it shows. A shared brand voice keeps the replies recognisably yours without scripting them.
Some complaints are not reviews
Accessibility, safety, and discrimination claims need a named person, not a template. Those route to someone before anything is published.
The same six stages, whatever you run.
- 1
Detect
Reviews, Reddit threads, press, and supported article comments arrive in one place, matched to the right brand and location.
- 2
Understand
Every mention is read for sentiment, topic, relevance, and risk — so a slow Tuesday service and a food-safety claim are never the same task.
- 3
Decide
Lia recommends whether to respond at all. Not everything deserves a reply, and saying so is part of the job.
- 4
Respond
Drafts come back in your voice, shaped for the platform they are going to, ready for a person to approve.
- 5
Escalate
Anything sensitive routes to the people who should see it first, with the full thread and a clear reason attached.
- 6
Learn
Recurring complaints surface as patterns across locations, so the same problem stops arriving one review at a time.
Know what to say when your reputation is public.
Create your workspace, connect your Google reviews, and see what people are already saying about you.
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