Staying on top of guest feedback with Exely’s Reputation AI
Exely, a hospitality technology provider specialising in solutions that help hoteliers grow direct bookings and strengthen brand image, is introducing its latest innovation, Reputation AI, at Travel Tech Asia, held here alongside ITB Asia.
Building on its existing Reputation Manager, which is already used by hundreds of hotels worldwide, the new AI-powered system is designed to turn guest feedback into actionable insights.
Guest ratings play a decisive role in visibility on online travel agencies, booking conversion, and overall brand trust. Even a minor decline of 0.2–0.3 points can affect both revenue and occupancy. Traditional approaches to reviews often focus on issuing polite responses rather than analysing underlying trends. Reputation AI addresses this by detecting sentiment across multiple languages, highlighting recurring keywords, and generating structured data for hotel teams to use in real time.
Through its dashboards, hotels can identify which services, facilities, or room types are generating either positive or negative reactions. This enables more targeted improvements that reflect actual guest expectations. The platform also supports multilingual, automated responses, helping staff maintain timely and professional communication while reducing their workload.
Exely emphasises that many issues are only reported once guests have left the property. Without structured data, hotels risk overlooking the root causes of falling scores. Reputation AI aims to change this dynamic, turning unstructured reviews into a tool for stronger loyalty, better decision-making, and sustained revenue growth.
