All-in-one online reputation management solution for hospitality
AI in Mapal helps you cut through the noise and effort in reputation management to quickly highlight where you need to intervene.
Unlocking new intelligence in your customer reviews to make the right decisions, faster - every time.
Hospitality software solutions trusted by over 2000 customers worldwide
Taking customer experience management to the next level
Take control of your online reputation
Preserve your brand image and reputation via fast and efficient online review management for multi-site businesses.
Cross-business analysis
AI in Mapal helps join the dots between Reputation and other Mapal applications to give you unique cross-functional intelligence on how training, compliance and standards impact customer reviews.
Track customer experience
Get an overview of customer sentiment across your business or drill down by site to monitor reviews and response levels.
Delegate, monitor, and improve
Create user hierarchies and delegate review responses to local site managers so they can solve issues on the ground.
Listen to your customers at scale
AI in Mapal and Reputation gathers reviews and automate responses from all major social platforms, saving you time and giving you valuable insight into customer sentiment and trends.
Leverage social sharing
Discover your most Instagrammable dishes through our intelligent photo-analysis and gain insights on consumer demographics and profiles.
Recognise areas for improvements
Spot service or food quality issues fast and use customer feedback to make improvements to products or services.
Fast and easy response
Reputation by Mapal is mobile-friendly, making it easier for you to handle reviews and tackle negative situations fast.
Automatic review translation
Connect with all your via automatic translation so you can understand everyone’s feedback, wherever they're from.
FAQs
A good online reputation means that the reviews left by customers are largely positive and they help attract more customers to your restaurants. This results in more customers, more sales and improves your business performance. Guests who have had a negative customer experience and express their dissatisfaction on social networks will detract from your brand reputation, having the reverse effect on your business.
It's very important to monitor all reviews customers leave about your business and while you may not be able to respond to them all, it’s crucial to respond to all negative ones. No business is perfect and there will be negative reviews from time to time. You can’t delete them, but you can answer them to show customers (and potential customers) that you care and will try to improve next time. But to do that, you’ll need to monitor all online customer reviews across all major social platforms (e.g. Tripadvisor, Google, The Fork, Facebook, Deliveroo, Just Eat, UberEats, Yelp, Glovo, etc). Today, there are so many social platforms where customers can leave reviews about their experiences that trying to cover them all is difficult and time-consuming.
Reputation management software is a solution that helps companies or individuals manage customer reviews, monitor and improve the perception of their brand online by analysing reviews, posts and discussions from major social networks. These tools can be used by all kinds of businesses, independent of sector, although some options may be more appropriate for hospitality than others.
It makes sense to use reputation management software to help your company deal with the sheer volume of reviews, help you manage, analyse and respond to them and offer you valuable insights for the future. There are many free solutions on the market, but they will only cover your basic needs and may not cater for the specific needs of the hospitality sector. They may also give you little in terms of deep market insights and valuable nuggets to help you make better decisions. Reputation by MAPAL was created especially for the hospitality industry and is so much more than a review handling tool, check out all our reputation management features.