In this episode, Cody & Meagan dive into one of the most mission-critical topics for hotels heading into 2026: Reputation Management. Guest expectations are higher than ever—and reviews now live everywhere, from Google to TikTok to niche travel communities. Whether you're a boutique inn or a full-scale resort, your reputation is your revenue.
Cody & Meagan break down the exact framework Vibrant uses to help properties protect, strengthen, and rebuild trust with guests—no matter what comes your way.
🔹 Segment 1: Where Reputation Lives Now
The landscape has changed. Reviews don’t just sit on Google anymore—they’re on Instagram Stories, Reddit threads, influencer vlogs, and private travel groups. Cody & Meagan outline the new digital “ecosystem of opinion” and what hotels must monitor in 2026.
🔹 Segment 2: The 3R Review Method — Reflect, Reassure, Repair
A simple, powerful formula every hotel can use:
- Reflect: Acknowledge what the guest experienced.
- Reassure: Show your commitment to their comfort and care.
- Repair: Share what you’ve done or will do to fix the issue.
This method helps properties transform even tough reviews into trust-building moments.
🔹 Segment 3: Off-Script Stories
Cody & Meagan dive into real-life examples where teams went off-script—in good ways and not-so-good ways. These stories highlight the impact of human moments, tone, and timing in reputation management.
🔹 Segment 4: Proactive Strategy
You can’t just respond—you must anticipate. This segment explores how to build a proactive plan:
- Monitoring across platforms
- Encouraging positive reviews strategically
- Training staff on service recovery
- Creating "reputation rituals" that keep quality consistent
Whether you're fighting back from a tough season or looking to elevate an already great reputation, this episode will help you master the trust game in 2026.
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