Industry Update
Supplier News10 April 2019

Revinate Releases Fourth Annual Global Hotel Reputation Benchmark Report

Review Volume Grew by 8% in 2018, compared to 27% in 2017

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GrandLife Hotels Selects Revinate as Marketing and Guest Feedback Partner

SAN FRANCISCO - Revinate, the software as a service (SaaS) company that helps hoteliers make the most of every guest, today announced the findings of its 2019 Global Hotel Reputation Benchmark Report. Now in its fourth year, this industry barometer analyzed 427 million online guest reviews from 140,000 properties across 200 countries over the last two years. For the first time, there are signs that guests' interest in writing online reviews is waning.


Although still growing year over year, overall global review volume growth decelerated in 2018. The number of reviews grew by only 8%, compared to 27% in 2017. Despite this slowdown, global review sites and OTAs continue to play a critical role in travelers' booking decisions and can't be ignored by hoteliers.

The report also shows a shakeup and consolidation among the top review aggregators. In 2018, 84% of all global reviews came from just the top 3 sites, with a new leader, Google, emerging. Google grew its review volume by 75% in 2018, but couldn't keep pace with 2017's growth of 207%. contributed 33.9% of reviews and TripAdvisor contributed 13.6% to round off the top 3. In 2017, the top 4 online review sites by review volume (, Google, TripAdvisor and Facebook) contributed 74% of the review volume Revinate analyzes.

According to Marc Heyneker, Co-founder and CEO of Revinate, "This report is a great resource for hoteliers looking to benchmark their own guest feedback management practices. It gives hoteliers the information they need to optimize their performance on key channels to maintain a strong online presence."

Download the complete 2019 Reputation Benchmark Report for online reputation trends and to see a breakdown of review ratings and response rates by hotel class and region.


Revinate's industry-leading guest data platform is built to help hoteliers know, earn, and delight valuable guests like never before. We make it easy to build richer, more personalized relationships with your guests. Revinate counts tens of thousands of the world's leading hotels as customers and has won numerous awards for its software as a service (SaaS) solutions, including 2019's Top Rated Email Marketing and CRM Product by Hotel Tech Report. We make technology work for your hotel, so you can make the most of every guest.

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Zach Demby
Content Marketing Manager
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