What we build
Every source, every language — on one reputation hub.
Each capability ships as a production component — integrated to your review platforms, PMS, and comms stack, measured against response-rate and sentiment outcomes.
Multi-source review ingest
TripAdvisor, Booking.com, Google, Expedia, Agoda, Trip.com, plus Chinese platforms — Xiaohongshu, Douyin, Weibo — on one feed. Deduped, language-detected, cadence-respecting.
Category + sentiment tagging
Every review classified by category — rooms, F&B, front desk, spa, wellness, connectivity — and by sentiment polarity, with confidence tagged per mention for downstream gating.
Auto-triage by department
Routing rules by department, property, and urgency — engineering, F&B, wellness, front desk, marketing. The right owner sees the mentions they can act on; the rest is suppressed.
Response-draft generation
Tone-matched reply drafts in the reviewer's language — brand-guideline-compliant, audit-logged, human-approved. Every edit is tracked; AI-disclosure is enforced per platform.
Trend + pattern detection
Clustering surfaces named-entity patterns — recurring therapist, specific rooms, AC faults — before they compound into review velocity that hurts ranking.
Competitor-set benchmarking
Curated competitor set, refreshed quarterly. Sentiment share, review velocity, category performance benchmarked monthly and flagged when a category slips behind.
Reputation motions we run
One hub, every reputation motion.
Same ingest layer, classification stack, and routing engine — tuned per property. Shared categories, per-brand tone, portfolio-level benchmarking. Every motion below runs on the same hub; only the rules, tone, and platform mix change.
Daily review triage
Every new review parsed, tagged, and routed to an owner within minutes — so nothing sits for days unanswered on a platform that counts response rate.
Incident-pattern surfacing
Clustering catches 'same room, same issue' patterns before they become three-star averages. Engineering sees the pattern, not just the single review.
Positive-trend amplification
Mention spikes on Xiaohongshu or Douyin elevated to marketing — creator outreach, content planning, and paid social briefed in the same hub.
ORM across brands
Per-brand reply style, per-property signature, per-platform disclosure rules — one governance layer, many voices, all audit-logged.
Competitor benchmarking
Sentiment share vs competitor set, category performance, review velocity trends — so you catch a category slipping before the season ends.
Crisis-mode escalation
Defined thresholds elevate a single review or a rapid cluster to comms, GM, and brand teams in parallel — with a template reply gated by human approval.
Model families we deploy
One model can't read every review. So we ensemble.
Each model covers a distinct task — classification, sentiment, routing, forecasting — and their outputs are blended into an operator-ready queue with confidence tagged per decision.
Transformer-based classifier tuned for hospitality vocabulary across 16 languages. Handles idioms, abbreviations, and platform-specific writing styles (Xiaohongshu vs TripAdvisor).
Per-aspect sentiment — breakfast, pool, AC, spa — not one blanket polarity. Named-entity extraction for therapists, restaurants, and staff handled where policy allows.
Combines deterministic rules (hard owners per category) with learned urgency scoring. Property-specific overrides honoured; queue backlog bounded by service-level targets.
Detects mention spikes, clustered named entities, and recurring categories before they become crises. Three-sigma alerting with seasonality-aware baselines per property.
Data sources wired into every signal
Every channel that shapes your reputation — integrated.
Pulled respectfully, normalised into a single mention schema, TOS-compliance tagged before any model consumes them.
Explainability, not just output
An auto-tagged review isn't trusted unless the operator can see why.
Every classification and routing decision is accompanied by source excerpts, model and policy provenance, and the audit trail of every draft, edit, and send — indexed for brand audit, regulator review, or legal hold.
- Source-span highlight for every classification
- Model + policy-version provenance logged
- Audit trail of every draft, edit, and approval
- Aligned to GDPR, PDPA, PIPL, platform TOS
Why Axccelerate for reputation analytics
Not a review dashboard.
A reputation stack.
A dashboard gives you charts. Our stack gives you multi-platform ingest, aspect-level classification, operator-ready routing, audit-logged drafting, and a curated competitor-set benchmark — the infrastructure an ORM team actually needs.
Pricing
Priced to the portfolio, not the review volume.
Reputation deployments are custom — we scope against your properties, platforms, and ORM workflow before quoting.
Glossary
The vocabulary behind every mention.
A quick reference for the terms that show up in hospitality reputation analytics — the ones your ORM, brand, and commercial teams will all use.
- ORM
- Online Reputation Management
The operational discipline of monitoring, responding to, and benchmarking what reviewers and social audiences say about a brand across public platforms.
- Sentiment analysis
- Polarity classification
Automated classification of review text as positive, negative, or neutral — ideally per aspect (breakfast, AC, spa) rather than a single polarity for the whole review.
- NPS
- Net Promoter Score
A one-question survey metric (0-10 likelihood to recommend) that complements external review signal with on-property post-stay data.
- CSAT
- Customer Satisfaction Score
A short-form satisfaction rating, often per touchpoint (check-in, spa visit, dining). Aligned to review categories, CSAT anchors hot-spot analysis.
- Review velocity
- Rate of new reviews
How fast new reviews accumulate on a platform. Platforms weight velocity in ranking, so silent periods can hurt visibility even without any negative signal.
- Share of voice
- Mention share vs competitors
Your brand's share of total category mentions against a curated competitor set, trended over time — a strategic benchmark beyond raw count.
- Category tagging
- Aspect labelling
Attaching category labels (rooms, F&B, spa) to each review so trend, sentiment, and ownership can all be resolved at the aspect level, not the review level.
- Response rate
- Replies / reviews ratio
The fraction of reviews the property replies to, typically within a platform-defined window. Several platforms publish it as a quality signal to guests.
- Resolution time
- Time to acknowledge · fix
The elapsed time from a review arriving to a reply being posted and, where applicable, the underlying issue being resolved in operations.
- Competitor set
- Curated peer group
A hand-picked set of comparable properties in the same market and segment — refreshed quarterly — against which sentiment, velocity, and category share are benchmarked.
- Pattern detection
- Clustering + anomaly
Algorithmic detection of recurring entities, categories, or locations in reviews — a way to convert scattered single reviews into an operational signal.
- Review funnel
- Ask → submit → publish
The end-to-end flow from a post-stay prompt through submission to publication — measured to protect volume as much as to protect sentiment.
- Social listening
- Off-platform monitoring
Monitoring of branded and unbranded mentions on social platforms (Instagram, X, Xiaohongshu, Douyin, Weibo) alongside traditional review sites.
- Brand health
- Composite reputation index
A roll-up score combining sentiment share, response-rate, resolution-time, and competitor benchmark into a single property- or portfolio-level index.
Your reputation hub, engineered.
30-minute scoping with a senior engineer and a hospitality-ORM operator. You'll leave with an integration sketch, routing map, and realistic timeline — not a sales pitch.