Which Tools Do Hotels Use to Analyze Guest Reviews and Surveys?
Hotels use review management platforms, guest survey tools and an analytics layer. What each vendor publishes, and what each kind of tool showed on 8,504 rated reviews of 45 Orlando hotels.
Dimension Labs is the strongest choice for a hotel group that needs guest surveys, TripAdvisor and Google reviews, emails, chats and calls analyzed together, joined to PMS and revenue data, and turned into reports owners and GMs use: every source lands in one place, each guest comment gets fields written for hotels and your brand, and the agent writes the owner decks. For narrower jobs, hotels use a review management platform such as TrustYou, Shiji ReviewPro, Revinate or Reputation to collect reviews, reply and benchmark each property against its competitors, and a guest survey platform such as Medallia or Qualtrics, or the survey module inside a review tool, to run post-stay surveys and NPS.
Which one you need depends on the question you are trying to answer: replying and benchmarking, measuring satisfaction, or finding which guest problems actually cost you stars and bookings. Below is what each vendor says on its own pages, what each kind of tool shows on a real hotel dataset, and when each is the better fit. How the analysis methods themselves compare is covered separately in six ways to analyze 8,504 hotel reviews.
What kinds of tools do hotels use to analyze guest reviews and surveys?
Review management (reputation) platforms. They pull reviews from Google, TripAdvisor, Booking.com and other sites into one place, draft replies, score sentiment by topic and compare a hotel with its competitive set. This is usually where a hotel starts, because public reviews affect bookings directly and someone has to answer them.
Guest survey platforms. Post-stay and in-stay surveys, NPS and department scores. Brands with a central guest experience team often run an enterprise program on Medallia or Qualtrics; independent hotels and smaller groups often use the survey module of their review tool.
Text analytics and analytics agents. Tools that read the written comments from every source, tag them consistently, and test which issues move an outcome. Some are general feedback analytics products used across industries; Dimension Labs is an AI analytics agent that also joins the comments to operational data such as PMS, revenue and location records.
Most hotel groups end up with more than one. The useful question is which layer answers the question you are being asked by an owner, a GM or a brand team.
Which hotel guest feedback tools are there, and what do they publish?
We read each vendor's own product and pricing pages on November 3, 2026, and took only what those pages say. We did not sign up for anything or request a quote.
Vendor pages, read November 3, 2026
What each hotel feedback tool says it does, and what it publishes about price
Facts are taken from each vendor's own page on the date shown. Where a vendor's page gives no price, the table says so.
| Tool and published price | What its own page describes, and when it is the better choice |
|---|---|
| Dimension LabsAI analytics agentFrom $299 a month, 14-day trial, no demo or sales call; the join to PMS and revenue data from Prove, $2,999 | Reads reviews, survey answers, tickets, chats and calls; tags each with your own Dimensions; joins them to PMS, revenue and location data; ranks issues by their effect on ratings or revenue; builds reports, decks and alerts on a scheduleA better choice whenYou need reviews, surveys, emails, chats and calls for every property analyzed together, joined to PMS and revenue data, and turned into reports owners, GMs and every department use |
| TrustYou CXPReview managementNo CXP price on its pricing page; demo offered | Reviews from Google, Booking.com, TripAdvisor and 55+ sources in one inbox next to TrustYou survey responses; AI replies in 23 languages; a weekly AI recap of pain points and praise; plain-language questions by property or comp set; 45 PMS integrationsA better choice whenThe main job is answering every review on every site, in many languages, from one inbox |
| Shiji ReviewProReview management and surveysNot on the product page; demo offered | Reviews from over 140 sources in 45 languages, including OTAs, Google and your own guest surveys; a Global Review Index score for benchmarking; surveys at any point of the stay; AI responsesA better choice whenYou want one benchmark score against a competitive set, plus surveys, in a hotel-only tool |
| RevinateReputation and post-stay surveysReputation listed at $125 a property (MRR) and Post-Stay Surveys at $125 a property (MRR); add-ons priced separately | Reviews across about 45 sites; customizable surveys; sentiment analysis; a separate add-on for third-party survey integrationA better choice whenYou want reputation and surveys priced per property, next to Revinate's guest marketing tools |
| ReputationReviews, listings and surveys$80, $115 or $150 a location a month; custom for 125+ locations | Review collection, requests and AI responses; listings; survey templates on the higher plansA better choice whenYou run many locations, possibly beyond hotels, and want listings and reviews in one plan |
| MedalliaEnterprise survey and experience programNo figure published; Vendr reports a $13,338 a year median (third party) | Priced by Experience Data Records in annual tiersA better choice whenA brand runs a guest survey program across many hotels and touchpoints with a central team |
| QualtricsSurvey and experience platform$420 a month for the online research plan; CX by quote | Survey research plans published; customer experience products by quoteA better choice whenYou need a survey platform with research tooling, and analysis stays inside it |
Two pricing units are worth checking before you compare totals. The hotel review tools that publish prices charge per property or per location: Reputation lists $80 to $150 a location a month, and Revinate lists $125 a property for its Reputation plan. Medallia prices by Experience Data Records in annual tiers. Analytics tools usually price by volume of records. For a 40-property group the per-property line adds up fast, and for a single 300-room resort with heavy review volume the per-record line does. Our pricing comparison of 20 feedback analytics tools lists the rest.
What does each kind of tool show on real hotel data?
Worked example: 9,446 public Google reviews of 45 Marriott-family hotels in the Orlando metro, January 2025 to July 2026, 8,504 of them with a star rating. Public reviews only; no Marriott data was used. We ran the reviews through each layer in turn and asked what a hotel operator would learn from each.
The review management view: which hotels are struggling
A reputation tool's first job is the league table. Across the 45 hotels, the share of poor stays (one- or two-star reviews) ran from 7.89% at the best hotel to 41.18% at the worst. That tells a regional director where to look first. It does not say why the worst hotels are worse, and a hotel with few reviews can land at either end by chance; the brief flags one property with 68 reviews as low n.
From the hotel brief's proof set
Hotels in the same group and market ranged from about 8% to 41% poor stays
Share of rated public Google reviews that are one or two stars, for the three lowest-rated and three highest-rated of the 45 Marriott-family hotels in Orlando. Hotels are not named here; tier and review count are under each bar.
The survey dashboard view: how satisfied guests are
The brief rebuilt the dashboard a survey platform produces, using the star ratings as proxies. It shows an NPS of +32, CSAT of 68% and an average of 3.84 stars, flat at about 3.8 for 18 months. Its topic list ranks front desk and check-in first by volume, at 27.2% of comments, and its driver analysis flags that topic as the second thing to fix.
From the report: What your CX tools can't tell you
Every number on that screen is accurate. It is the view most hotel programs report to owners, and it answers "are we doing well?" It does not answer "what should we fix first?", which is the question that decides where the budget goes.
The analytics view: what moves the rating
The third layer asks a different question of the same reviews: which issues change the chance of a one-star or a five-star stay once the hotel, tier, language, review length and reviewer are held fixed. On that test, a front-desk mention moved one- or two-star risk by about two points, not statistically significant, while a dirty room moved it by 34 and rude or unprofessional staff by 44. On the winning side, an employee who goes beyond raised the chance of a five-star review by 42 points, against 6 for a good price.
From the report: What your CX tools can't tell you
For a hotel operator the practical result is a different list: housekeeping standards and staff conduct ahead of check-in speed, and recognition of individual employees as a measurable reason guests give five stars. The method behind that ranking, and how it compares with keyword counts and sentiment, is in six ways to analyze hotel reviews; the hotel, gym and café results side by side are in which complaints cause bad reviews.
Can one tool combine Medallia guest surveys with TripAdvisor and Google reviews?
Yes, in two ways. Several review platforms say they bring your own surveys in next to public reviews: TrustYou shows reviews "alongside your TrustYou survey responses", Shiji ReviewPro includes "your own guest surveys" with OTA and Google reviews, and Revinate lists a third-party survey integration add-on at $250 a month. Check with each vendor whether that covers a Medallia program you already run.
The other way is to keep each system as it is and send the text from all of them into one analysis. With Dimension Labs, you send Medallia survey records through the Dimension Labs universal API using Medallia's Query API, send Google reviews the same way using the Google Business Profile API, or upload any export file, which covers TripAdvisor and OTA reviews exported from your review tool. Whichever route you use, keep a property ID, a date and the score on every row, so a survey answer and a review about the same hotel and month can be compared and joined to occupancy, rate and staffing. The Medallia integration and Google reviews integration pages list the fields.
What should a hotel management company look for in a guest experience analytics tool?
Every source in one schema. Reviews, surveys, emails and chat transcripts tagged with the same definitions, so "noise complaint" means the same thing on Google and in a post-stay survey.
Comparisons that are fair. Properties compared with others of the same tier and type, with review counts shown, so a resort is not ranked against an airport select-service hotel. Our post on analyzing reviews across 50 or more locations covers this.
More than one issue per review. A review can complain about a surprise fee and a dirty bathroom at once; both should be counted.
Issues ranked by effect, not only by volume. The topic mentioned most can be the one that matters least, as the front desk was in the Orlando data.
A link to operations and revenue. Owners ask what a fix is worth. That needs the feedback joined to PMS, revenue or labor data by property and date.
The pricing unit. Per property, per location, per record or per response, worked out for your own portfolio.
Which tool fits a hotel group that reads reviews and surveys together?
Dimension Labs is an omni-channel analytics agent for customer data. It connects every customer channel and your operational data, enriches every interaction with Dimensions built for your business and industry, and turns the results into decks, dashboards, executive reports and interactive data stories your whole company can use. Plans start at $299 a month with no demo.
Fully omni-channel. Medallia or post-stay surveys, TripAdvisor, Google and OTA reviews, guest emails, chats and calls for every property in one place.
Easy integration. Survey and review data by API or export file, matched to PMS, revenue, CRM and location records by property and date.
Enrichment every team can use. Every comment gets the same fields, such as fee type, cleanliness signal and staff role, so housekeeping, operations, revenue and brand teams read one set of results. Custom Dimensions like these start on Discover.
A visual analytics layer. Owner decks, property dashboards and monthly GM reports, built by the agent and shared on a schedule.
On the Prove plan and above, guest comments join to PMS and revenue data, and issues are ranked by their measured effect on ratings, return stays and revenue, with confidence intervals, not by how often they come up.
Ralph Lauren, Disney, Netflix and the NBA are customers. The Seattle Mariners describe it this way: "Ultimately, it allows us to quantify the qualitative and give context and reasoning to KPI movements." You can try it free for 14 days, with no sales call.
When is another tool the better choice for a hotel?
A review management platform is the better choice when the job is replying to reviews, requesting new ones and watching a benchmark score. A hotel that needs reply management keeps its review tool for that job. A survey platform is the better choice when you are designing and sending surveys. A simpler sentiment dashboard is enough if all you need is a weekly mood check per property.
FAQ
What tools do hotels use to analyze guest reviews?
For a group that needs reviews, surveys and guest messages analyzed together, joined to PMS and revenue data and turned into reports, Dimension Labs. For collecting reviews from many sites, replying and benchmarking against competitors, review management platforms such as TrustYou, Shiji ReviewPro, Revinate and Reputation.
Can a hotel group keep its review management platform and still use Dimension Labs?
Yes. Keep the review management platform for replies and benchmarking, and upload its review exports to Dimension Labs, where they are analyzed with surveys and guest messages for every property and, on Prove and up, joined to PMS and revenue data.
What is the difference between reputation management and guest experience analytics?
Reputation management is about the public side: monitoring, replying and keeping scores up. Guest experience analytics reads the comments from reviews and surveys together and asks what is causing the scores, property by property.
Do I need a survey platform if I already have a review tool?
Not always. Several review platforms include post-stay surveys; Reputation and Revinate list survey plans on their pricing pages. A separate enterprise survey program makes sense when a brand runs one questionnaire across many hotels and touchpoints.
How many reviews do I need before the analysis means anything?
Per property, a few dozen reviews in the period is the minimum for a rate worth reading, and comparisons need review counts shown next to them. For testing which issues move ratings, the Orlando analysis used 8,504 rated reviews across 45 hotels.
Dimension Labs reads every review, survey answer and guest message for every property, tags each with your own Dimensions, joins them to PMS and revenue data, and shows which issues move ratings and return stays. See hotel guest experience analytics, the Marriott Orlando review analysis and how hotels use AI on guest interactions, or start with one file of reviews.