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Serviced apartments · Reputation management

Reply to the review about the Wi-Fi before the next HR desk reads it.

Reputation management for serviced apartments is how a building handles what guests write on Google, Booking.com, MakeMyTrip and Airbnb. A long-stay guest writes about the kitchen, the housekeeper and the deposit, and a company reads it before booking. GullySales sets a reply routine and traces each complaint to something that can be fixed in the building.

Tell us what you needor call +91 80958 58589

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

Editorial illustration for Online reputation management

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 serviced apartments

Sales and marketing for serviced apartments, the overview.

Last updated 6 Oct 2026.

For serviced apartments

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

  • “A long stay produces a different review”

    A guest who stayed ten weeks writes about the washing machine, the housekeeper's visits, the power cut in week three and the deposit. An admin reads those specifics closely.

  • “The deposit refund is where the one-star begins”

    Arguments about deductions at move-out, the electricity bill and the notice period start the angriest reviews. A written move-out checklist stops many of them from starting.

  • “Reviews name the housekeeper and the manager”

    A guest praises or blames a named person. The reply should thank or investigate without publishing staff details, and the owner should talk to that person before the review is answered.

What we do

What we deliver for serviced apartments.

Every deliverable, what it covers for you, and the result it is there to produce. Nothing here is an extra.

  1. Reply routine for each platform

    Who replies on Google, Booking.com, MakeMyTrip and Airbnb, in which language, and how a reply is worded for praise, a complaint and a dispute.

    Result: Every review gets an answer written for the next reader.

  2. Check-in condition list and move-out statement

    A signed list of the flat's condition at check-in, a move-out checklist and an itemised deposit statement handed to the guest.

    Result: A deduction is explained before it becomes a review.

  3. Complaint log tied to the reviews

    Each issue raised in a review logged against the unit and the cause, such as lift, Wi-Fi, geyser, noise or cleaning, and repeated causes flagged for repair.

    Result: A review leads to a fix, not only a reply.

  4. Reply template for a company stay

    A reply for a review written by an employee on a company booking, with a private route to the company's admin desk.

    Result: The company hears the answer from you before it reads a public argument.

  5. Reputation read-out

    Review score, topics raised and reply status by platform, set against the baseline.

    Result: You see which complaint is repeating.

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

What to do with each kind of review a serviced apartment gets, and what to fix inside the building.

The long-stay guest who praises the kitchen and the housekeeper
Thank the guest for the specific thing and name the unit type, so the next reader knows what was stayed in. Pass the praise to the housekeeper. Do not put a booking offer under the review.
The deposit or deduction complaint
Pull the check-in list and the move-out checklist and answer with the facts in two lines. Offer a phone call. Fix the cause by giving every guest an itemised statement before they leave.
Wi-Fi, power cut or hot water failure
Reply with what happened and what was changed, such as the backup, the router or the geyser. Check the complaint log: the same fault in three reviews is a repair job, not a reply.
A review saying it was not what the photographs show
Compare the photographs with the unit as it stands today. Reply truthfully and retake the ones that no longer match. Do not argue, because the mismatch is the complaint.
A review about neighbours, parking or the lift
Answer politely and say what you control. Where a community rule is the cause, such as visitor timings or parking, put it in the booking confirmation so the next guest is told before arrival.
A suspected fake or rival review
Check your booking records for the guest. If no such stay exists, report it through the platform and reply once, factually. Never post a fake review in return, and never offer money to remove one.

Who it is for

This is written for these serviced apartments.

  • Purpose-built serviced apartment buildings with a reception
  • Furnished flats run by an operator inside a gated community
  • Apartments near tech parks for project teams and new joiners
  • Medical-stay apartments near hospitals
  • Villa-style serviced residences for families and expats
  • Single-owner flats let out through a management company
  • Studio and one-bedroom blocks for consultants and transferred staff

Not for

It is not the right fit if.

  • You want a guaranteed Google ranking or a guaranteed number of leads. Nobody honest can promise either.
  • You need enquiries by next week and have nobody to answer them.
  • You want posts and reach reported, not enquiries and orders.

How it works

From your first message to the first report.

No open-ended retainer. Every step gives you something in writing.

  1. First

    Your brief

    You tell us what you need in a few short steps: your business, what you want, where enquiries come from and how they are handled.

  2. After the brief

    A conversation and a written scope

    We read it, then talk with whoever handles your enquiries. If you want our help, the scope, the fee and the reporting come in writing, and nothing starts before you have read them.

  3. Before work starts

    Baseline recorded

    Enquiries by source, reply time, conversion and cost per order, written down so every later report has an honest comparison.

  4. After the baseline

    The first fix goes live

    The fix we agreed to start with is put in place and measured against the baseline, whether that is reply time, a follow-up sequence, the page buyers land on or the handover between marketing and sales.

  5. As agreed

    Report against the baseline

    What moved, what did not, and what changes next, in plain words. How often you get it is set in writing before work starts.

  6. At renewal

    Renew on the numbers

    The term ends and you decide whether to continue from the results. The length is agreed in writing before anything starts.

How the reputation management work runs

  1. 1

    Understand current perception

    We start by actually searching your business name and reviewing what a stranger would currently see.

  2. 2

    Audit existing mentions

    We catalogue reviews, mentions and search results, flagging anything negative or inaccurate.

  3. 3

    Plan responses

    A calm, factual response is prepared for anything that needs one, agreed with you before posting.

  4. 4

    Implement monitoring

    Ongoing checks are set up so new mentions are caught promptly rather than discovered by accident.

  5. 5

    Measure and report

    Sentiment and response times are reported, with your business name searched again to see what has moved.

Why us

Why owners pick GullySales over an agency.

  • Marketing and sales, as one job

    Most agencies stop at the enquiry. We also fix what happens after it: the reply, the follow-up, the quote and the CRM.

  • The person on the first call does the work

    No account managers in between. You are never handed to someone you have not met.

  • A baseline before anything starts

    Your numbers are written down on day one, so every later report compares against something honest.

  • The fee in writing, split three ways

    Our time, your media spend and production on separate lines. You always see what goes to us.

  • No guarantees we cannot keep

    The term is agreed in writing and never a default twelve months. We never promise a ranking or a lead count, because nobody controls those.

  • One office, and we say so

    Nagarbhavi, Bengaluru. We work across India by call and WhatsApp and travel when a session needs to be in person.

#257, 3rd floor, Sri Nanjundeshwara Complex, Nagarbhavi 8th Block, Outer Ring Road. How we work.

Your brief

Tell us what you need, and we will read it before we call.

Eight short steps about your business, what you want and who decides. Most questions are a tap, and you can skip any you would rather answer on the call.

Tell us what you needor call +91 80958 58589

FAQ

Questions owners ask before they call.

Not here? More answers, or ask on WhatsApp.

Tell us what you need
Can we ask for a review to be removed?
Only if it breaks the platform's own rules, such as abuse or a stay that never happened. Disagreement is not a reason. Report it through the platform, reply with the facts for the next reader, and never offer the guest money to delete it.
Should we reply in Kannada or Hindi if the guest wrote in it?
Reply in the guest's language if someone on your team writes it well, or in English with one line in theirs. A reply the guest cannot read is wasted. If nobody writes it well, say so plainly in English instead of using a poor translation.
A guest named our housekeeper in a bad review. What now?
Speak to the housekeeper first and check the booking, the request and the visit log. Reply without the staff member's name and say what you checked. Do not post a rebuttal that identifies them, because the next reader sees an employer who shames staff.
Can we ask only our happy guests for a review?
No. Sending the link only to guests who were pleased is selective asking, and platform rules treat it as a breach. Ask every guest at move-out with the same message, and reply to whatever comes. A mix of scores also reads as more honest to a company's admin.
Do we need to be on Booking.com and Airbnb, or can referrals fill us?
Referrals and company accounts can fill a building, but the stranger searching finds you on Google Maps and the booking sites. Keep two or three listings current instead of six, and treat each platform guest as the start of a direct booking.
Can we run serviced apartments inside a gated community?
Some associations restrict letting for short stays, and the registration rules for guest accommodation differ by state and local body. Check your lease, the association's bylaws and your local rules with your own adviser before you advertise. A complaint from a neighbour can close a listing.
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.

From the blog

Further reading for serviced apartments.

All articles

More for serviced apartments

Everything else we would do for you.

Or start from the overview: sales and marketing for serviced apartments.

Your next practical step

Tell us what you are trying to grow, and we will read it before we call.

Eight short steps, mostly taps. Skip anything you would rather answer on the call.

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