Hotels, B&Bs and holiday lets: reviews are the product
Nobody books a room they have seen; they book a room other people describe. In accommodation, the review corpus is not marketing for the product. It functionally is the product.
The multi-platform reality
Booking.com, Google, TripAdvisor and Airbnb each hold a version of your reputation, and guests cross-check. Scores can legitimately differ, platform demographics vary, but stark gaps invite suspicion. Watching all of them in one place stops a platform quietly decaying unnoticed.
What guests scan for
Cleanliness mentions first, then accuracy, was it as described, then the host's replies to problems. A leak happens everywhere; what guests are pricing is whether you fixed it fast and graciously. Service recovery stories are the highest-converting content on any listing.
The response craft
Reply to everything within a day or two. Thank specifics: guests notice when praise for the breakfast gets a breakfast-specific reply rather than a template. For criticism: acknowledge, explain without excusing, state the fix, and close warmly. Never dispute a guest's experience of their own stay; correct pure facts gently if needed.
Recency is seasonal oxygen
A profile whose last review is from October struggles the following June. Build the ask into checkout, one sentence and a link in the thank-you message, and the trickle sustains itself year-round. Volume smooths the occasional unfair sting, which in this sector is simply weather.
MyView watches every mention of your brand and tells you what needs a reply.
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