If you notice discrepancies in your reputation score, it is likely due to the "Data Interval & Resolution" settings in the Reputation tab. Understanding how these settings work will ensure that you see the correct score.
"Data Interval & Resolution" settings
The Reputation tab allows you to adjust the data span for your reputation score calculation. If your score does not seem accurate, check that you have selected the correct time period. The available settings control which reviews are included in the score calculation:
-
Data Interval: Determines the timeframe for the reviews being analyzed.
-
Resolution: Affects how the data is aggregated (e.g., daily, weekly, or monthly views).
Make sure that you have selected the appropriate data span to get an accurate representation of your reputation score.
Booking.com reviews & score calculation
If your Booking.com reputation score appears different than expected, it may be due to the platform’s review archiving policy:
-
Reviews on Booking.com remain visible for 36 months.
-
Once a review reaches this limit, it is automatically archived.
-
When reviews are archived, your overall Guest Review Score is recalculated based on the remaining active reviews.
This means that fluctuations in your Booking.com score can occur when older reviews expire and are no longer factored into the calculation.
By ensuring that your "Data Interval & Resolution" settings align with your review sources' policies, you can maintain an accurate view of your reputation score.
There's also an easy way to quality check and ensure that you have replied to all of your hotels reviews, click here for guidance.
General information about reputation scores
When looking at your reputation scores, be aware of the following:
- Response Rate is only based on online reviews. It is not connected to the guest survey in any way, hence the % will not be affected by replies to guests that left feedback through the email survey.
- Even if you just now finished responding to all guest reviews on all different OTA's or in Loopon (this only works for Booking, Google and Facebook reviews if you have activated the 2-way connection in Loopon), the Response Rate won't automatically jump to 100%. This is due to several reasons:
- All channels/OTA's reads through to verify a guest review before it is published. It is first after a management response has been published that Loopon can collect and register it to the Response Rate. If your management response is pending on Booking.com (as an example) for several days before Booking.com publish it, then Loopon has no way of knowing about that answer and you will have to contact Booking.com to investigate why it's not being published.
- Loopon do "pushes" to automatically collect management responses continuously throughout the day. Even if your hotel's response was just published by Booking.com on Booking.com there might be an hour or two before it shows in Loopon.
- Response Rate is not affected by, or based on, the status of an issue being marked as 'Done' on the Feedback tab. This is only based on there being a published management response on the OTA's.
- Response Rate is measured for the Rolling 30 days, which means that it will vary from day to day and because of that (and delays mentioned above, from OTA's side etc) it is almost impossible to reach 100%. That said, the goal should always be to have the highest percent possible!
If you need further assistance, please reach out to our support team!