🎧 Episode 16: Reputation Management in 2026: Responding, Recovering & Reinforcing Trust Artwork

Virtual GM - A Hotel Management Podcast

Welcome to Virtual GM, the ultimate podcast for anyone looking to elevate their game in the modern hospitality industry! Whether you're a boutique hotel owner, VRBO manager, Airbnb administrator, front desk staff, or just someone trying to navigate the ever-changing landscape of the hospitality world, this podcast is for you! Each episode is packed with valuable insights, expert advice, and real-life stories from industry leaders and innovators. We'll cover everything from how to effectively market your property and increase bookings, to how to provide top-notch customer service and stand out in a crowded market. But it's not all business - we'll also be having a lot of fun along the way. Expect witty banter, relatable anecdotes, and plenty of laughs as we take a fresh and entertaining approach to discussing the hospitality industry. Produced and distributed by Vibrant Management - a company dedicated to helping hoteliers and vacation rental managers thrive in the modern world - Virtual GM is your go-to source for all things hospitality. So, join us, and let's elevate your game! and visit us on our website: www.thevibrantteam.com

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Virtual GM - A Hotel Management Podcast

🎧 Episode 16: Reputation Management in 2026: Responding, Recovering & Reinforcing Trust

November 20, 2025 • Vibrant Management • Season 3 • Episode 16

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.