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Resorts · Reputation management

One review about leeches and a muddy path decides the next family's booking.

Reputation management for a resort is reading and answering what guests write about you on Google, Airbnb, Booking.com and MakeMyTrip, and fixing what the reviews keep pointing at. GullySales sets up who replies, in what words, and how a repeated complaint reaches the person who can fix it.

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Scope, fee, reporting and term are agreed in writing after we have read your brief and spoken to you.

A resort owner welcomes guests on a veranda

What reputation management means

Reputation management is watching what is said about your business across Google, social media and review sites, and responding to it before it changes a buyer's mind. GullySales monitors mentions, drafts responses to negative reviews and flags recurring complaints back to your team.

Also for resorts

Sales and marketing for resorts, the overview.

Last updated 3 Nov 2026.

For resorts

Where it usually goes wrong, and what we would do.

  • “The same complaint keeps coming, and nothing changes”

    Weak hot water, the steep path to the cottage, torn mosquito nets. When a complaint repeats, better replies achieve nothing until the thing itself is fixed.

  • “Replies that argue with the guest”

    An owner who writes that the guest was rude, or should have known it was a rural place, wins the argument and loses every reader who sees it.

  • “Reviews scattered across several apps”

    Each app keeps its own reviews and nobody reads all of them. A harsh one on Booking.com sits unanswered while the Google reviews get all the attention.

What we do

What we deliver for resorts.

The work available for this need. We agree the deliverables and responsibilities for your engagement in writing.

  1. One place to read every review

    Google, Airbnb, Booking.com, MakeMyTrip and Agoda reviews gathered where one person reads them, marked for whether a reply is needed.

    Result: No review sits unanswered because it was on the app nobody opens.

  2. Reply drafts in the owner's own voice

    Starting points for thanks, for a fair complaint, for an unfair one and for a safety concern, edited for each guest before posting.

    Result: Replies sound like the family that runs the place, not a hotel chain.

  3. Complaint log for the property manager

    Each repeated complaint written down with the room, the date and the fix, and ticked off when it is done.

    Result: Fixes get made, and the reply can say what changed.

  4. Listing check against what guests found

    Photographs, descriptions and amenity lists read against reviews, so a listing that says river view when the river is seasonal gets corrected.

    Result: Guests arrive expecting what is really there.

  5. Plan for a serious incident

    Who speaks, what to say and what not to say if a review alleges an injury, a theft or bad food.

    Result: A crisis is answered by the right person in calm words.

How the result is measured

  • Average rating
  • Response time to reviews
  • Negative mentions resolved

Recorded as a baseline before work starts, so every later report has an honest comparison.

Read the full online reputation management page

What to do with each review

The reviews resorts get, and what to do with each one.

Praise for the manager or the chef by name
Thank the guest and pass the words to the person named. Check with that staff member before naming them back in your reply.
Complaint about the road, the walk or the distance
Reply with the facts and what you have changed, such as a clearer route page or a jeep pickup. Then update the listing so the next guest knows before booking.
Complaint about insects, damp or leeches in the rains
Do not deny the season. Say what you provide, such as salt, leech socks and dry towels, and add a monsoon note to every listing.
Noise from another group
Apologise without blaming the other group in public. Then look at your rule on music after dark and whether the staff on duty enforced it.
A review you believe is false
Reply once, calmly, with facts. Report it through the platform's own process if it breaks their rules, and do not promise anyone it will be removed.
What never to do
Never offer a discount for changing a review, ask staff or friends to post, or ask only the guests who seemed happy. Check each platform's current rules.

Who it is for

This is written for these resorts.

  • Coffee and tea estate resorts and plantation bungalows
  • Jungle resorts near tiger reserves and national parks, with safaris booked through the forest department
  • Hill-station resorts and cottage clusters in Coorg, Munnar, Manali and Mussoorie
  • Beach cottages and villas in Goa, Gokarna and the Konkan coast
  • Heritage havelis, palace hotels and farm resorts
  • Villa clusters rented as a whole property
  • Backwater and lakeside stays
  • Compact owner-run resorts of ten to twenty rooms
  • Resorts with a lawn, hall or banquet space for functions
  • City-edge and highway resorts for day outings and short weekend breaks

Not for

It is not the right fit if.

  • Nobody has authority to reply to reviews or to fix what guests report, so replies would promise changes that never happen.
  • You plan to ask only happy guests for reviews, which platforms may treat as a breach, so check their current rules first.

Before you decide

Agree the work. Know how to judge it.

Reputation management for resorts: use these checks to prepare, choose the scope, and review what changes.

Bring the right evidence

Collect recurring public feedback and the internal record of how the issue was handled. Separate factual corrections from genuine complaints that need a response.

Make the scope clear

Agree who checks facts, approves replies, and resolves problems outside marketing. Any request for reviews or testimonials must fit the trade's rules and the customer's permission.

Check the work in use

Read the response from the customer's point of view. It should address the issue without exposing private information or promising an outcome the team cannot provide.

Know when to change course

Do not buy or invent reviews. If the same complaint keeps returning, resolve its cause before publishing more positive material.

These are discussion points, not a fixed package. GullySales confirms the deliverables, responsibilities, fee, and term in writing after reading your brief and speaking with you.

How it works

How the reputation management work runs

The work itself, in order. How an engagement starts, from your brief to a written scope, is set out on our method page.

  1. 1

    Coverage and responsibility agreement

    After your requirements brief and conversation, we agree the names and sources in scope. You nominate the person who approves replies, with the scope, fee, and term recorded before work starts.

  2. 2

    Baseline review and priorities

    We record the search results and public mentions, then ask your team to verify disputed facts. Together, we decide which items need a reply, a correction request, or internal investigation.

  3. 3

    Response approval

    Drafts go to the agreed approver before publication. Questions about refunds, clinical care, legal claims, or named employees go to the responsible person instead of being decided by the copywriter.

  4. 4

    Publication and correction handoff

    Approved replies are published through the agreed account access or handed to your account owner. Corrections and outside requests are logged separately, with any platform or publisher decision recorded.

  5. 5

    Open-issue review

    We repeat the agreed checks and compare findings with the baseline. Unresolved matters return to the responsible person, while relevant public concerns are passed to your sales lead with approved wording.

Where this fits

Three pieces of sales work, in this order.

This work sits inside sales management. A target, a review routine and someone who owns the number.

  1. Step 1

    Sales audit

    Find where deals are being lost and what to fix first.

    Start here if you cannot say where orders are lost.

  2. Step 2

    Sales process design

    One written way to sell, from first enquiry to repeat order.

    Start here if every salesperson sells differently.

  3. Step 3 · you are here

    Sales management

    A target, a review routine and someone who owns the number.

    Start here if the team has targets and no routine.

Tell us what you need Your brief is read before we call. Scope, fee and term in writing.

FAQ

Questions owners ask before they call.

Not here? More answers, or ask on WhatsApp.

Tell us what you need
Can we ask guests for a review at checkout?
Yes, ask every guest the same way, happy or not, and point them to the platform they booked on. Offer nothing in return. Check each platform's current rules, since apps such as Airbnb also ask guests for reviews themselves.
A guest wrote the review in Malayalam. Do we reply in English?
Reply in their language if someone on your team writes it well, and add a short line in English for other readers. An awkward machine translation reads worse than plain English.
A review names our caretaker as rude. What do we say?
Talk to the caretaker first and hear what happened. In the reply, do not name or blame the caretaker publicly; say you have spoken with the team. If the guest was right, fix the training, not just the wording.
Do we need to answer reviews on Airbnb as well as Google?
Yes. Each platform shows its own reviews to its own guests, and the management's response is part of what the next guest reads. Start with the platform most of your bookings come from.
How much does it cost?
There is no price list, because the work differs by business. The fee is scoped after we have read your brief and spoken to you, and put in writing before anything starts, split into our time, your media spend and production.
How long is the contract?
The term is agreed in writing after we have spoken, along with the fee and the reporting. It is never a default twelve months, and renewal is decided on the numbers against the baseline recorded at the start.
How soon will we see results?
It depends on the trade, the channel and what is already in place. After we have read your brief and spoken to you, we say what we would expect to move first and how it will be measured against the baseline. Nothing here is guaranteed.
Who will actually do the work?
The person you speak to before anything starts. We work from one office in Nagarbhavi, Bengaluru, with no account managers in between.
What do you need from us?
Your brief, and a conversation. After that, access to whatever this work touches, such as your website, your accounts or your enquiry record, and time with the people who handle your enquiries.
What if we are not happy with the work?
Tell us and the plan changes. Everything is reported against the baseline, so a number that is not moving is visible to both sides. The term is in your written scope, and the refund and cancellation policy sets out the rest.

From the blog

Further reading for resorts.

All articles

More for resorts

Related work to consider.

Or start from the overview: sales and marketing for resorts.

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