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
1. Online Review Sources
Displays the platforms from which Loopon gathers review data for your hotel or organization. Please note that some sources may no longer be active but are still shown for historical reference.
2. Key Performance Indicators (KPIs)
These four core KPIs provide a snapshot of your hotel’s performance on public review sites. Important: The data is based on the date the review was posted - not the guest’s check-out date. For dated of checked out reviews please look under the Reports tab and more specifically this.
3. Reputation vs. Competitor Set
This chart illustrates the relationship between your Online Reputation Index (ORI) and your Revenue Generated Index (RGI) (if enabled). It helps bridge the gap between guest satisfaction and revenue management.
4. Review Sentiment
A word cloud that highlights the most frequently mentioned topics in guest reviews. Color coding indicates sentiment—positive, neutral, or negative—while word size reflects frequency of mentions.
5. Competitor Set Menu
A dropdown menu listing your selected competitor sets. The comp set you choose determines which hotels your ORI is benchmarked against and is reflected in the Compset Benchmark section.
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.
Note 2 - For Hotel Chains/Groups: Switch to Internal Benchmark mode to compare your KPIs against other hotels within your chain.