Guest feedback & reputation

Hotel Guest Feedback & Review Management

Make feedback follow-up consistent. Total Engage helps teams request honest reviews, organize guest concerns and coordinate thoughtful responses.

Listen. Respond. Improve.

Honest review invitations

Give guests a consistent opportunity to share their experience publicly, without selecting only positive feedback.

Service recovery

Route concerns to the right person so your hotel can respond and follow through.

Response assistance

Use AI-assisted drafts where configured, with human review for sensitive or complex feedback.

Feedback visibility

Review recurring themes and response completion to support operational improvements.

Illustrative guest conversation

Listen carefully. Follow through consistently.

Example: a concern is assigned to the guest relations team. The ability to leave a public review remains independent of the feedback score.

How was your visit? You are welcome to share feedback with our team or leave an honest public review.
The room was lovely, but our check-in took longer than expected.
Thank you for telling us. I will share this with guest relations so they can follow up.

Connected guest engagement

See review follow-up in action.

A short introduction to automated review requests. Our team helps your property build a consistent guest-feedback process; review scores and search rankings depend on real guest experiences.

Build a reputation guests trust

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Make post-visit feedback part of a consistent guest journey. Coordinate review requests and reputation follow-up around real guest experiences.

Interface footage reflects an earlier platform release. Your managed service, workflows and integrations are configured around your property.

See it tailored to your property

Managed around your department

A clear scope. Meaningful measures.

We agree the audience, approved messages, booking process and team responsibilities before launch. Together, we select the measures that reflect your department’s goals.

  • Review invitation coverage
  • Response and resolution time
  • Recurring feedback themes

Questions from hotel teams

Do you filter guests before asking for a public review?

No. Invitations should not be limited to guests expected to leave a positive rating. Service recovery can run alongside an open invitation to give honest feedback.

Can AI respond to every review automatically?

The workflow depends on configured channels and your approval rules. Sensitive complaints and complex situations should have a clear human owner.

Which reputation measures are useful?

Track invitation coverage, response time, unresolved concerns and recurring themes. A rating change alone does not prove the effect of a single workflow.