What guests wrote last night, on the board this morning
Altoreva Reviews is an optional module that collects your public guest reviews every night, reads them for what keeps going wrong, and lets you turn a complaint into dispatched work on the same board your team already runs. Your own guest survey results sit alongside them. Not a dashboard someone opens on Monday.
A review is a complaint that arrived late. Treat it like one.
By the time a guest writes it down, the chance to fix it is gone — but the pattern behind it is still there, and it is still costing you the next guest. Altoreva Reviews finds that pattern and puts it one button away from the dispatch that runs the rest of your property.
Reviews from the popular review sites your guests post on, each collected by its own dedicated reader so one quiet source never stalls the rest. Your first collection reaches back ninety days, so there's history to work with on day one.
The nightly analysis reads the whole body of reviews and surfaces the themes that keep recurring at your property, in your guests' own words, rather than scoring you against a fixed checklist written for somebody else's hotel.
When a guest names someone — and they usually name the good ones — the mention is picked up and attributed, so recognition rests on the record instead of on whoever happened to read that review.
Score and volume by site over time, so the question "did last quarter's fix actually hold?" has an answer, and a slide is visible while it's still a slide.
The part that closes the loop. Reading something that needs doing, you raise an action call from that review — or from a whole recurring theme — with one button. It arrives coded, owned and timed, then routes, escalates and reports like any other work. When the moment has already passed, a second button logs it as a guest service lapse instead, and every review lists what was raised from it. Reputation stops being a separate conversation from operations.
Reviews written in another language arrive translated, so the complaint in German or Portuguese is read and counted like the rest, instead of skipped by whoever was on the rota that week.
What you did or decided about a review is written on it, with your name and the time, and the list shows which reviews carry notes. The next manager to open it sees it was handled, and how.
When a guest names the wrong building, room or date, write down the fact and the next summary uses it, while their complaint stands. A review that isn't about a stay with you — the wrong property, a duplicate, not a guest — can be set aside: it leaves the themes, never your ratings or counts, and shows who set it aside. If it breaks a site's rules, the help inside Altoreva walks you through reporting it there.
Your own survey results, read like the reviews
Most properties already run a guest satisfaction survey, and the answers end up in a spreadsheet. Upload the export and Altoreva Reviews reads it for the same thing it reads reviews for: what needs fixing, put in front of someone who can act. Altoreva never sends the survey or contacts a guest. Your survey tool keeps doing that.
The CSV or Excel file your survey tool exports. Say once what each column holds (a score, a comment, the staff named, the guest's name or room) and later uploads of the same survey map themselves. Scores answered in words, like Exceptional or Poor, count too, and a response that was already uploaded is never counted twice.
Answers roll up into categories, from arrival and the front desk to the room, food and beverage, public areas, safety and staff, each scored out of 5, and the category scoring lowest is named first. A category without enough answers says so instead of guessing.
Responses with a score at or below the line you set, or an answer in a column where guests report problems, land on a review list. From each one a manager logs a guest service lapse, raises an action call, or marks it reviewed. A low score alone isn't a lapse: a person decides.
Altoreva suggests which guest a response belongs to, by email, by a stay in that room, or by name, and a person confirms it or says not them. Confirmed responses show on the guest's profile, and flagged answers appear for managers in the Pre-arrival prep report before that guest comes back.
When a guest names someone in a survey, the mention joins the named staff mentions from reviews, so recognition counts both.
An add-on to Altoreva Ops, not a second tool
Reputation software usually sits off to one side: its own login, its own inbox, its own set of numbers that never quite line up with what the team did about them. Altoreva Reviews sits inside the operations platform instead, so the fix and the review that prompted it live on one record.
The collection runs on its own overnight, per property. Nobody exports anything, and nobody has to remember to check.
A call raised from a review is an action call like any other: same codes, same dispatch, same clock, same reports.
Each property is read nightly and the analysis is waiting in the morning. There is nothing to install and nothing to schedule.
Altoreva Reviews is a paid add-on to Altoreva Ops, switched on per property. Talk to us about turning it on for yours.
Need physical security on the same system?
Altoreva Security adds incident reports, key and visitor control, and GPS-verified guard patrols to Altoreva Ops. Altoreva Chat moves the staff group chat onto a system the property owns. Both are licensed the same way.
Want your reviews turning into work instead of into a report?
Altoreva Reviews is a paid add-on for any property running Altoreva Ops. Reach us directly to talk it through.