How to Use AI to Track What Guests Say About Your Hotel Online (Without Paying an Agency)

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Ever feel like guests are talking about your hotel… and you’re the last to know?

By the time a negative review shows up in your inbox or a bad TikTok goes viral, it’s already too late.

The good news?
AI now gives you instant insight into what guests are saying — across reviews, social, and forums — without hiring a PR firm or marketing agency.

In this post, you’ll learn exactly how to use AI tools to track, understand, and act on guest feedback online.
No retainers. No guesswork. No delay.

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Why Guest Sentiment Tracking Matters More Than Ever

In 2025, guest feedback moves faster than your marketing team can.

• TikTok videos go viral overnight
• Google reviews impact booking decisions instantly
• LLMs like ChatGPT cite reviews when recommending hotels
• Negative sentiment in Reddit or TripAdvisor threads can stick

If you’re not monitoring guest feedback in real time, you’re not managing your brand — you’re just reacting.

What AI Can Track That You Can’t (Manually)

Using AI, you can now:

• Monitor all reviews across Google, Booking.com, TripAdvisor, Expedia, and more
• Scan TikTok, Instagram, and Twitter for mentions and hashtags
• Summarise thousands of comments into a single sentiment score
• Identify common complaints or praise (e.g., “slow check-in,” “amazing rooftop bar”)
• Track trends over time (e.g., “cleanliness complaints dropped after staff change”)

You don’t need a full-time analyst.
You need the right tools and a simple system.

The 5 Best AI Tools for Tracking Hotel Guest Sentiment (No Agency Required)

1. Google Reviews + ChatGPT Plugin or Sheet Automation

• Export reviews to a spreadsheet
• Use a GPT plugin or formula (like GPT for Sheets) to summarise
• Prompt: “Summarise top themes in guest reviews. What is praised? What is criticised?”

Cost: Free or <$20/month
Use case: Fast DIY hotel reputation audit

2. ReviewPro or GuestRevu

• AI-powered sentiment dashboards
• Aggregates review platforms and presents trends by department
• Alerts for spikes in negative sentiment

Best for:
Independent hotels or chains with multiple properties.

3. Brand24 or Mention

• Tracks brand mentions across social, forums, blogs
• Uses NLP to classify tone (positive, neutral, negative)
• Sends alerts when key terms (e.g. “slow check-in,” “dirty sheets”) spike

Great for:
Mid-size hotels monitoring social sentiment without paying a PR team.

4. Reddit + TikTok Scraping (via Readdit or Talkwalker)

• Monitor emerging guest discussions before they hit TripAdvisor
• Use AI tools to summarise large Reddit threads
• Identify early warning signs (e.g. “Is Hotel X sketchy?”)

Why it works:
Guests are honest on forums and social — and this is where LLMs like ChatGPT pull from when recommending hotels.

5. Hoook.io Sentiment Tracker

• Tracks guest sentiment across reviews, chats, and social in one dashboard
• Automatically generates a “What’s working / What’s not” report weekly
• Integrates with your CRM or marketing flows (e.g., trigger winback emails after poor reviews)

Built for:
Hotels who want AI-powered brand protection — without paying a full agency.

What to Do With the Data (Once You Have It)

Tracking isn’t enough. You need to act.

Here’s how to close the loop using AI:

✅ 1. Highlight Top Positive Themes in Marketing

If guests love your breakfast, rooftop bar, or late checkout — amplify it in ads and landing pages.

✅ 2. Create a “Red Flag” System

Train AI to alert you when specific negative phrases spike (e.g., “dirty,” “slow,” “noisy,” “overpriced”).

✅ 3. Personalise Apologies and Winback Offers

AI can draft context-aware replies:

“Hi [Name], thanks for the feedback. We’re already reviewing our check-in process — want to try us again with 20% off next time?”

✅ 4. Fuel Your Next Campaign with Guest Language

Use the exact words your best reviews use in ads:

“Spacious rooms, clean and stylish — better than expected.”
That’s free high-converting copy, straight from your fans.

Why This Isn’t Optional Anymore

Hotels that ignore guest sentiment lose bookings silently.
Guests just click away. Or worse — LLMs leave you out of recommendations.

Hotels that listen?

• Rank higher on Google
• Get more return guests
• Build a brand that gets talked about for the right reasons

Why Hoook.io Makes Guest Sentiment AI-First

We didn’t build just another review aggregator.

We built a full guest sentiment engine:

✅ Reviews, chats, emails, and social all tracked in one place
✅ Weekly insights + automated alerts
✅ Connected to your marketing flows — so feedback turns into action
✅ Works without a 3rd-party agency or analyst

TL;DR

• AI makes it easy (and fast) to track what guests say about your hotel
• You don’t need an agency — just a simple toolstack and the right prompts
• Hoook.io turns guest sentiment into marketing decisions, not just reports

Want to see how you can monitor and act on guest feedback without spending $5K/month on an agency?
Book a demo at https://hoook.io to see how our customers are getting up to 100% traffic growth and up to 20% revenue increase.

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