Travel Media Group Marks 10 Years of Respond & Resolve
Travel Media Group is celebrating a decade of its Respond & Resolve solution, marking 10 years of helping hotels strengthen guest relationships through thoughtful, timely review responses. The milestone reflects how far review response has come, from a reputation task into a genuine driver of guest engagement and operational insight.
A Decade of Responding to Reviews
Travel Media Group is celebrating the 10-year anniversary of Respond & Resolve, the review response solution it launched in 2016. Over the past decade, TMG's team of professional writers has responded to nearly 3 million online guest reviews on behalf of hotels worldwide, including many of the industry's most recognized brands.
For hoteliers, those responses represent far more than individual interactions. Every review response is an opportunity to acknowledge a guest's experience, reinforce a commitment to service, and demonstrate that their feedback is valued. Across millions of conversations, Respond & Resolve has helped hotels maintain a consistent, professional brand voice at a scale that would be difficult for most property teams to achieve on their own.
From Reputation Task to Operational Tool
What began as a dedicated review-response solution has evolved into a comprehensive reputation-management resource. Today, Respond & Resolve helps hotels do more than respond to guest feedback. It helps them understand it. By analyzing thousands of reviews collectively, hotels can identify recurring themes, uncover operational trends, and gain actionable insights that may not be apparent when reviews are viewed individually.
As Jackie Avery, Director of Respond & Resolve at Travel Media Group, explains, every review tells a story about the guest experience and presents an opportunity to strengthen the relationship between a hotel and its guests. That philosophy has remained at the core of the solution as online reviews have become one of the most influential factors in travelers' booking decisions.
Looking Ahead
The 10-year milestone also reflects how the solution continues to evolve. Building on the foundation of Respond & Resolve, Travel Media Group has expanded its reputation management capabilities with AI-powered tools that provide hotels with deeper visibility into guest sentiment and emerging trends. By combining advanced technology with the expertise of professional review writers, hotels can deliver thoughtful, personalized responses while gaining a broader understanding of guest feedback across their portfolio.
As Chief Technology Officer Jason Lee notes, online reviews have become one of the hospitality industry's most valuable sources of operational intelligence. Pairing human expertise with artificial intelligence enables hotels to respond more efficiently while making more informed decisions that enhance the guest experience.
Why It Matters for Luxury Hotels
For luxury properties, where guest experience and brand reputation are closely connected, consistent and thoughtful review responses have become an essential part of delivering exceptional hospitality. Over the past decade, the industry has increasingly recognized that guest feedback is a strategic resource that can inform service improvements, strengthen operations, and elevate the overall guest experience.
Ten years after launching Respond & Resolve, Travel Media Group continues to help hotels transform guest feedback into meaningful action while developing the technology and expertise to support what comes next.
Want the full story? Listen to the Suite Spot podcast featuring Jackie Avery and Jason Lee here
Travel Media Group is a Partner of the International Luxury Hotel Association. For more information, visit travelmediagroup.com.
