Genuine and positive guest reviews play a key role in attracting future guests, increasing revenue, and maintaining healthy guest satisfaction scores and service standards.
The Reputation Management page is a centralised page in HMS where hotel users can view guest ratings and reviews from various booking channels*. This is designed to support hotels in maintaining a healthy property reputation by streamlining daily operations—making it easier to assess ratings, review guest feedback, and identify areas for improvement.
*As of 18 July 2025, only Agoda is available. The other channels will follow in the coming quarters.
By default, this page displays guest reviews from various booking channels over the past 28 days. To view data from a different or specific date range, users should click the date range selector in the top-left corner. Then, select one of the available options or manually choose the start and end dates on the calendar.
Information on the Reputation Management Page:
1. Overall Rating
The average rating received from all booking channels on a scale of 1 to 5.
2. Positive Reviews (%)
This indicates the average percentage of positive reviews received. Ratings of 4 or above are considered as positive.
3. New Reviews *Last 7 days
This displays the number of reviews received in the last 7 days, counted backward from today’s date. Any customised date range selections will not affect the data shown.
4. Total Reviews
Total Reviews reflects the total number of reviews received from all booking channels. Regardless of the selected date range, the total number of reviews does not change.
Note: The Reputation Management collects overall reviews depending on when the property joined ZUZU.
- Properties that went live before 5 June 2025 can view reviews from up to six months prior (5 Dec 2024) to when the Reputation Management page was enabled.
- Properties that went live on or after 5 June 2025 can only view reviews from up to six months before joining ZUZU.
For example: If a property joined in July 2025, the earliest reviews available will be from February 2025.
5. Review Score by Channel
This list displays the number of guest reviews and the review score by channel. The numbers in this table are updated based on the selected date range.
6. Sentiment Analysis
The pie chart displays the percentage distribution of sentiments from the reviews, grouped into positive, negative, and neutral categories.
7. Sentiment Breakdown
When a guest leaves a review, the system instantly analyses the sentiment of mentions related to key aspects: Cleanliness, Listing Accuracy, Check-in Experience, Communication, Location, and Value for Money. Each mention is classified as positive, negative, or neutral.
On the Latest Reviews table, users can see the review details, including the booking channel, the date the review was submitted, the rating given, the written review, and the sentiment analysis (classified as positive, negative, or neutral based on the written review). The table also shows the response status (whether the hotel has responded to the review).
ⓘ Coming soon!
Users will be able to respond to the reviews directly from HMS for selected channels. Users will have the option to use fully automated AI-generated responses or personalise replies with AI assistance, and the response status in the Latest Reviews section will update accordingly. Please note that this feature is not yet available.
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