Loopon's questionnaires provide valuable insights into what guests love about your hotel and areas for improvement. However, they don’t capture a guest’s first impression when browsing your hotel on external booking channels. On most review and booking sites, your hotel appears alongside competitors, making it essential to monitor both your online reputation and how you compare to others.
To give you a clear overview, fresh insights, and save you time searching the web, we've created the Reputation Management tab. This tool presents aggregated data as well as breakdowns by source—simply click to view scores from each platform. You can also drill down to individual reviews for both your hotel and those in your competitive set.
Loopon collects data from Google, Booking.com, TripAdvisor, Expedia, Hotels.com, and more, integrating it with revenue data from Benchmarking Alliance. Below, we’ll walk you through the different sections in detail.
Reputation Management Overview
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1 - Online Sources
Displays the platforms from which Loopon collects data for your hotel or organization. -
2- Key Performance Indicators (KPIs)
These four KPIs provide an overview of your hotel's performance on public review sites. -
3- Reputation vs. Compset
This diagram illustrates how your Online Reputation Index (ORI) correlates with your Revenue Generated Index (RGI) (if enabled). It helps connect revenue management with guest satisfaction. -
4 - Review Sentiment
A word cloud highlighting the most frequently mentioned words/topics in guest reviews. Colors indicate sentiment—positive, neutral, or negative—while word size reflects frequency. -
5 - Comp-set Menu
A dropdown menu listing your competitive sets. The selected comp-set determines which hotels your ORI is benchmarked against and is reflected in the Compset Benchmark section. -
Compset Benchmark
View the same KPIs for each hotel in your competitive set, both aggregated and broken down by source, to help you stay ahead of the competition.
Additional Notes
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Note 1 - KPI Breakdown: By default, KPIs show the average result across all sources in the first column. Click on a KPI (e.g., Online Ranking) for a detailed breakdown of contributing results, or click on a specific source (e.g., Agoda) to view KPI data exclusively from that platform.
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Note 2 - For Hotel Chains/Groups: Switch to Internal Benchmark mode to compare your KPIs against other hotels within your chain.
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