Hotel review management software

What review management software does

Review management software (also called reputation management software) is a tool for looking after a business's online reputation. For a hotel, nearly all of them do four jobs, with a different weight in each tool:

• Collect reviews from several sites into a single inbox, so nobody has to log into each one.
• Reply: many draft replies with AI, and some post the reply on the platform.
• Analyse what reviews talk about: topics, sentiment and how the score moves.
• Compare the hotel with its competitors and, in many cases, send guest surveys.

What changes from one to another is who they are built for (a 20-room hotel or a chain), how many review sites they read, whether they include surveys, a CRM or email marketing, and what they cost and on what contract.

Hotel review tools

This table shows what each tool says on its official website as of 23 October 2026. Prices are shown as each tool publishes them, mostly per property a month; other tools list theirs in euros and PolarPuffin's are in US dollars, with the same figures as in euros. Only the PolarPuffin row says whether tax is included, because the others do not state it on their pages. When a tool does not publish a price, the table says so.

Hotel review management tools: who each one is for, its published price and what it does, according to its official website as of 23 October 2026

Tool	Who it is for	Published price	What it does
PolarPuffinpricing	Independent hotels and groups of up to 10 hotels that want to know what to fix first.	$79 (Hotel) and $149 (Hotel Pro) per hotel a month, excluding VAT, no minimum term; billed yearly, $63 (Hotel) and $119 (Hotel Pro) a month. 30-day trial, no card.	Reads Google, TripAdvisor and Booking reviews and suggests up to five small, cheap changes every week, each with an owner, a cost and the reviews behind it. Checks at 4 and 8 weeks whether they worked. Hotel Pro adds draft replies the hotel can post to Google from the app, and a comparison with 3 competing hotels.
TrustYou CXPsource, 23 October 2026	Hotels and groups that want reviews, surveys and competitor benchmarking in one dashboard.	From €75 (Lite), €130 (Essential) and €180 (Professional) per property a month, billed annually. It also lists the same figures in US dollars.	Review inbox, sentiment analysis, competitor benchmarking and reports from Lite. One survey on Essential; unlimited surveys and AI replies (Response AI) on Professional.
Shiji ReviewProsource, 23 October 2026	From 10-room boutique hotels to multinational chains, according to its website.	Not published: you request a demo.	Reviews from dozens of sources in 45 languages, including Google and the online travel agencies, the Global Review Index (GRI) to benchmark against the market and competitors, surveys and AI replies.
Revinatesource, 23 October 2026	Independent hotels, resorts, groups and brands that want to connect guest data with marketing.	Not published: you request a demo.	Guest data platform with email marketing. Its Revinate Feedback module brings reviews and surveys together and reads sentiment with AI; its reputation page names Google, Booking.com and Facebook.
GuestRevusource, 23 October 2026	From guesthouses and B&Bs (Core) to boutique, luxury and resort hotels (Pro+), and groups (Group+).	Lite is free. Core €34.99 per property a month. Pro+ from €93 to €348 a month depending on size and rooms. Group+ is custom. No long-term contracts: cancel any time, and paying a year upfront gives two months free.	Reviews from the top three sites (more than 20 sources on Pro+), surveys from Core, email alerts, competitor tracking (up to 5 on Pro+) and AI replies included on Pro+; it also sells them as a paid add-on (without publishing the price or which plans can add it).
Customer Alliancesource, 23 October 2026	Independent hotels, hotel groups and chains, and hotel management companies, according to its solutions pages.	Core €108, Growth €217 and Pro €257 a month for one unit, plus €29, €78 or €98 a month for each extra unit (a restaurant or spa measured on its own counts as a unit). 12-month minimum contract.	Review inbox with AI replies from Core, unlimited surveys (CSAT and NPS) from Growth and, on Pro, AI Insights, which groups reviews and surveys into topics, plus custom reports.
MARAsource, 23 October 2026	Lite for a single independent hotel of up to 50 rooms; Core for hotels and small groups that want to connect it to their systems; Intelligence for hotel groups and portfolios.	Per property a month, paying yearly or monthly: Lite €70 or €100, Core €130 or €160 and Intelligence €210 or €290. Includes 150 (Lite) or 500 AI replies a month and charges €0.30 for each extra reply. Two-week trial, no card.	AI review inbox, one-click replies to Google, Booking.com, Expedia and TripAdvisor in the brand's voice, automation rules and analysis of up to 5 competitors. PMS integrations on every plan; open API and MCP server on Core and Intelligence.

To compare PolarPuffin with each one on its own, see the alternatives to each tool and the comparison page.

How to choose a review tool for your hotel

Before you book a demo, it helps to be clear on five questions:

1. What you want it to do for you. Replying faster, finding out what is going wrong, measuring satisfaction with surveys and marketing with guest data are different jobs, and each tool leans towards one.
2. Which review sites matter for your hotel. Check where your hotel gets most of its reviews and how many sources each tool reads. If you sell a lot through Expedia or in markets with other sites, that answer changes.
3. Who will use it. In a small hotel, the manager or the front desk has little time for a dashboard. A tool that arrives by email with a few clear tasks fits differently from one built for a reputation team.
4. What it costs per hotel and on what contract. Look at the price per property, whether billing is annual, whether there is a minimum term, and what each plan includes (replies, surveys, competitors).
5. Whether it helps you decide what to fix. Counting complaints by topic is common; ranking what to change first, with an owner and a cost for each, and then checking whether it worked, is not something every tool does.

The guide on how to tell what to fix first from your hotel's reviews explains how to set those priorities, with or without a tool.

What PolarPuffin does differently

PolarPuffin is not a review inbox with a topics dashboard. It is a weekly report that tells you what to change in the hotel:

• Every Monday a report arrives by email with up to five changes: small, cheap, quick actions, each with an owner, a cost and the reviews behind it, quoting each guest word for word.
• Changes are ranked by how small they are and how many complaints they solve. The code calculates every figure; the AI (Claude, from Anthropic) only reads the reviews and quotes what they say.
• When the hotel marks a change as done, PolarPuffin checks at 4 and 8 weeks whether complaints went down.
• It emails alerts for what is urgent: health or safety risks, growing complaints and negative reviews with no reply.
• With Hotel Pro, it writes draft replies in the guest's language that only state what the hotel has confirmed, and compares the hotel with 3 competing hotels.

It costs $79 (Hotel) or $149 (Hotel Pro) a month per hotel, excluding VAT, with no minimum term, or $63 (Hotel) and $119 (Hotel Pro) a month billed yearly. You can try it free for 30 days with no card, and the first report is built from the hotel's real reviews. Details are on the pricing and how it works pages.

When another tool is a better fit

PolarPuffin reads Google, TripAdvisor and Booking.com, does not send surveys and does not do email marketing. It also does not analyse the hotel's restaurant, bar or beach club today: they are coming on Hotel Pro, with no date yet. So, based on what each tool publishes:

• If you want guest surveys next to your reviews, TrustYou (from Essential), GuestRevu (from Core) and Customer Alliance (from Growth) include them.
• If you want to combine reputation, guest data and email marketing, that is the direction Revinate takes.
• If you need many sources and languages and an index to benchmark against the market, Shiji ReviewPro reads dozens of sources in 45 languages and has the GRI.
• If you want to reply to a high volume of reviews with automatic rules and connect it to your PMS, MARA is built for that.
• If you want to start for free with the basics, GuestRevu has a free Lite plan.

You can also combine two tools: one to reply and survey guests, and another to decide what to change.