Review management
Guests check out. Their review shouldn't check out with them.
Most hotel guests intend to leave a review. By the time they're at the airport, they've forgotten. TrustMint catches them in the window between checkout and home.
Your business
Hotels & B&Bs
Review request sent
Follow-up in 5 days
Google Business Profile
01
Sound familiar?
01
Your Google profile gets overlooked
Guests often finish their stay without reviewing on Google. Your profile - the one that affects local search - falls behind competitors with a steady flow of recent reviews.
02
The checkout moment is terrible for asking
Guests are settling their bill, loading luggage, and calling a taxi. Asking for a review at that moment gets a polite 'sure' and then nothing. By the time they're at the airport, your hotel is an afterthought.
03
Room complaints become public reviews
A guest had a noisy room, a broken AC unit, or a slow check-in. They didn't mention it at the front desk - they went straight to Google. You would have moved them to a different room if you'd known.
04
Your review count drops in the off-season
Summer brings guests and reviews. By November, your most recent review is 3 months old and your competitors who stayed busy year-round are outranking you in search results for next season's bookings.
02
How TrustMint works for hotels
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1
Add guests at checkout
Export your guest list from your PMS (Cloudbeds, Little Hotelier, Mews, etc.) or add guests manually. TrustMint needs a name and email - no booking details, no passport info.
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2
Send a review request after checkout
Emails go out 4-6 hours after checkout - enough time for the guest to settle in somewhere, but not enough to forget the details of their stay. You control the delay per property.
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3
Send guests directly to Google
Every public review goes to your Google Business Profile, while private feedback remains available for guests who want to contact you directly.
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4
Collect useful feedback early
A guest who had a problem can tell you privately through the same feedback page. You get their message by email within minutes - apologise, offer a discount on their next stay, or explain what you've fixed. Some guests update their rating after you respond.
Ways to collect reviews at your hotel
Email after checkout
The highest-converting channel. Guests receive a branded email 4-6 hours after their stay ends. The email includes the hotel name, a simple star rating, and a single call to action. Timing is everything - too early and they haven't reflected on the stay, too late and they've moved on.
QR code in the room
A small card on the desk or bedside table with a QR code and a line like 'How was your stay?' Works well for longer stays where guests have time to engage. Also useful in the lobby or at breakfast for guests on their last morning.
QR at reception during checkout
A framed QR code at the reception desk gives guests one more touchpoint. Best for B&Bs and small hotels where the checkout interaction is personal and the owner can mention it naturally.
Why reviews matter for hotels
94%
of consumers say a bad review has convinced them to avoid a business
ReviewTrackers, 2022
80%
of consumers are more likely to use a business that responds to all its reviews
BrightLocal, 2026
5-9%
revenue increase per one-star improvement on review platforms
Harvard Business School
Questions hotel owners ask
Why does TrustMint focus on Google for hotels?
Google is where travelers discover local properties and compare visible reputation. TrustMint keeps every public review request focused on that one profile.
What about guests who already get a Booking.com review request?
Booking.com sends its own review emails. TrustMint complements that process by focusing your request on Google, without splitting customers across several destinations.
How do I handle a bad review about a problem I've already fixed?
Respond to the review publicly, acknowledge the issue, and mention what you've changed. Something like: 'Thank you for the feedback. We replaced the AC units in those rooms in October and haven't had the issue since.' Future guests reading that review will see it's resolved - and your response shows you care.
What about seasonal review gaps?
A real problem for seasonal properties. During your busy months, send review requests to every guest to build up a buffer. 50+ recent reviews going into the off-season means your profile still looks active in January when people are booking summer holidays.
Can I use different review pages for different room types?
You can create multiple review pages in TrustMint, each with its own link and QR code. Some hotels use one for the main property and another for their suites or annexe. But for most properties, one review page is simpler and avoids splitting your review volume.
Is it worth asking business travellers for reviews?
Business travellers are actually good reviewers - they stay at a lot of hotels and know what matters. They tend to mention specifics like wifi speed, workspace, and breakfast timing, which helps future guests. The catch is they're often in a rush, so email works better than QR codes for this group.
Related reading
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