What is OTA Review Ingestion and who is it for?
OTA Review Ingestion is a Hoop platform feature designed to centralize property reviews from major Online Travel Agencies (OTAs) like Booking, Airbnb, and Expedia into a single, unified inbox. This is critical for efficient reputation management across multiple properties.
This feature is primarily intended for property managers, hospitality groups, and asset managers who oversee numerous locations and need streamlined workflows. It allows teams to respond faster, escalate issues quickly, and ensure brand voice consistency using CRM-backed processes and approved templates. The goal is to protect reputation and improve the ranking signals on external platforms.
How does the system work to aggregate all our reviews?
The system utilizes API pulls to securely connect with various OTA platforms, automatically ingesting all relevant reviews into your Hoop inbox. A key technical process is de-duplication and source tagging, which ensures you see every piece of feedback once and know exactly where it originated.
Beyond simple ingestion, the feature enriches the data to make it actionable. Key processes include:
- Language detection and auto-translate assistance for global properties.
- Guest and stay matching, connecting the review to a known CRM profile for personalized replies.
- Theme analysis, categorizing feedback into areas like cleanliness, noise, or staff performance.
What are the key benefits of centralizing review response efforts?
Centralizing your review response efforts within the Hoop platform brings significant operational advantages and measurable improvements to your brand's digital presence. Faster, context-aware replies allow you to address customer concerns before they escalate, turning negative experiences into opportunities for service recovery.
The structured approach also provides crucial business insights through benchmarking and analytics. Benefits include:
- Protecting online reputation by ensuring timely, on-brand communication.
- Improving OTA ranking signals through prompt and relevant responses.
- Identifying root-cause issues via theme analysis to drive operational fixes.
- Escalating maintenance tasks to service teams using defined SLAs and workflows.
What are the pricing plans available for OTA Review Ingestion feature?
The OTA Review Ingestion feature is available across multiple pricing tiers on the Hoop platform to suit varying organizational sizes and needs. It is included in the core, pro, and enterprise plans, with capabilities scaling up depending on the chosen tier.
For organizations with a smaller portfolio, the core plan offers essential review aggregation and response tools. Larger property groups will find that the pro and enterprise plans include advanced features necessary for high-volume management, such as multi-property filtering, detailed location roll-ups for owners, and more complex permissioning structures. Contacting the Hoop sales team ensures you select the plan that matches your property count and required workflow complexity.
Does utilizing templated responses impact the quality of interaction?
Hoop ensures that using templated responses enhances, rather than diminishes, the quality of your customer interactions. Templates are designed with "Tone" adaptation, meaning approved replies adjust based on the language of the review and the severity of the feedback received. This maintains professionalism and speed.
The platform includes human review gates for sensitive themes, ensuring managers can personally review responses before bulk deployment. This blend of automation and human oversight keeps your voice consistently on-brand while maximizing efficiency. The goal is fast, relevant responses that protect your brand image across all OTAs.
How does Hoop ensure security and compliance when handling reviews?
Security and compliance are foundational to the OTA Review Ingestion feature on Hoop. The platform maintains detailed logs of every reply sent and every change made within the system, providing a comprehensive audit trail for accountability. These logs are crucial for proving compliance during internal and external checks.
Furthermore, Hoop implements strict permissioning controls to prevent unauthorized or off-brand responses. Access to sensitive data and the ability to post replies are scoped according to the user's role, ensuring only approved personnel can manage reputation tasks. This protects guest privacy and safeguards your business operations.
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