Improving your online reputation just got smarter
Managing your online reviews shouldn’t be time-consuming or inconsistent. Manage all your reviews from one central dashboard, then let Halo – our AI Reputation Manager – generate timely, on-brand responses at scale, delivering consistent engagement across platforms without the manual effort.
Bringing together review management, insight and response in one place, The Hub and Halo work seamlessly to provide complete reputation management. All reviews are centralised within The Hub, giving teams a clear view of performance, sentiment and trends across platforms and locations.
Layered on top, Halo supports timely, on-brand responses and optional automation, helping operators stay consistent, save time and retain control as review volumes grow.
Since we launched our guest experience management programme with HGEM, we have transformed the culture and the way that PizzaExpress listens to customers.
Stephanie Farrow | Head of Strategy & Insight Read PizzaExpress Case Study
"HGEM survey sites and review management make our lives easier and provide real clarity on what our guests think. There's clear feedback on what we're doing well and where we can improve."
Kate Dell | Head of Brand
“HGEM help remind us of what it is to be a guest in a Firmdale Hotel for the very first time. Their experience in the hospitality arena is second to none & their desire for excellence matches that of our own”.
Jay Scott | Learning and Development ManagerWe’ll pull in ratings from over a dozen platforms into one centralised dashboard - our Guest Experience Management platform, The Hub. Sources include Google, TripAdvisor, Facebook, OpenTable, Yelp, Booking.com, and TrustPilot. Results can be viewed separately or pulled together into an overall score.
Fully integrated into The Hub, our AI Reputation Manager, Halo, can take review responses off your plate. Simply set your unique brand voice and Halo's will carefully craft on-brand replies based on your defined tone of voice – helping operators reply faster and more consistently, every single time.
For operators who want to go a step further, Halo also supports automatic review responses. You can set optional parameters – for example, automatically responding to 4- and 5-star reviews – and Halo will handle the rest. This ensures consistent engagement at scale, while giving teams control over where automation is used and where human oversight is needed.
Reviews continue to shape customer decisions, but they also influence how brands are represented in AI-generated summaries across search engines and AI platforms. Managing reviews consistently and at scale, helps operators ensure accurate, positive signals inform these summaries – improving visibility, credibility and trust wherever customers discover them.
Each review includes the original source, author details, written feedback and any photos shared by guests, providing full context around customer sentiment. Having this information in one place helps teams better understand feedback, identify recurring themes and prioritise follow-up actions that will have the greatest impact on guest experience.
The Hub tracks key responsiveness metrics, including how quickly and how frequently reviews are replied to across platforms and locations. These insights help teams monitor engagement performance over time, identify gaps in response activity and refine response strategies to support a consistent, well-managed online reputation.
Compare your reputation against selected competitors for each of your locations by bringing competitor review scores into The Hub. These insights help operators benchmark performance, understand local market positioning and identify areas for improvement across locations and platforms.
Easily export review results by location, platform and date, including both individual channel scores and combined overview scores. Access structured reporting, trend analysis and performance tracking over time, making it easier to share clear, consistent insights with your teams.
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