Every review, read.
Every complaint, priced.
Verbatim reads every public review of your hotel and of the hotels you compete with. It tells you what guests keep complaining about, what it costs you a year and what to fix first, with the guests’ own words behind every number.
One private link. No signup, nothing to install. Works on a phone.
Across the hotels we track, November 2026.
The four questions a general manager asks
A star rating is one number, and averages hide the fixable: dozens of furious mentions of street noise vanish under a thousand happy mentions of the staff. Verbatim answers the questions the rating cannot.
- 1How is my hotel doing right now?
- 2What is getting worse, before it reaches the rating?
- 3What is it costing us, and what do we fix first?
- 4How do we compare with the hotels we lose bookings to?
The rating, un-averaged
Reads everything
Every public review of your hotel from Booking.com, Google, TripAdvisor and Agoda, with duplicates removed. Nothing is sampled.
Un-averages the rating
“Beautiful pool, but check-in took forever” becomes one praise for the pool and one complaint about check-in, each with the guest’s sentence attached.
Prices every complaint
How much each complaint lowers the ratings guests give you, measured from your own reviews, turned into a yearly range of room revenue.
Finds the cause
For your costliest complaints it reads the reviews behind them and names what actually goes wrong, so “noise” becomes the 2 a.m. deliveries under the corner rooms.
A plan, most valuable first
Each action comes with the department that owns it, the effort it takes and what it is worth a year. The figures never double count.
Ranks you against your set
Three to five nearby hotels you name, processed exactly the same way. You see their themes and counts, never their guests’ words, and they never see yours.
Warns early
A topic slipping below its usual range is flagged with the sentences that triggered it, and only when there are enough reviews behind it.
Ask your reviews
Ask in plain words, such as “what do families say about breakfast?”, and get an answer with the reviews behind it.
Measures the fix
Log a change and Verbatim compares what guests said before and after, once enough of them have written.
One reading of your reviews, three ways to use it
A private portal
Today, Trends, Compare, Actions and Ask. One link per hotel, no signup, works on a phone.
A one-page brief
Your strengths, your costliest complaints with the guests’ words, and what to fix first. Made before the first meeting.
A monthly owner report
The month in one paragraph, what moved, where you stand in your set and what your fixes achieved. Print-ready.
Five steps, the same for every hotel
Because every hotel in your set goes through the same steps, on the same sources, a gap against a competitor is a real gap.
- Step 1
Collect
Every public review from four review sites, merged into one archive per hotel.
- Step 2
Read
Every sentence is labelled by a frontier language model against a hospitality topic map, with a sentiment, a severity and the sentence itself as evidence.
- Step 3
Measure and price
Topics roll up into department scores. Each complaint is valued from how much it lowers your guests’ ratings.
- Step 4
Compare
The same steps run for every hotel in your set, on the same sources, with the same rules.
- Step 5
Publish
Your portal, brief and owner report, each showing the date its data runs through.
Nothing to set up
- 1. A brief about your hotel. We read your public reviews first and bring a one-page brief to our first call.
- 2. Your comparison set. You name the three to five hotels you lose bookings to. We process them the same way.
- 3. Your private link. The portal, with your set already in it. Add your rooms, rate and occupancy whenever you like, and the dollar figures follow.
- 4. Your owner report at the end of each month, with what your fixes achieved.
What hotels ask us
Do we need to install or set anything up?
No. Your reviews are public, so we start without anything from you. You get one private link that works on any phone or laptop.
Where do the dollar figures come from?
We measure how much each complaint lowers the ratings your guests give, then value each rating point at 4–8% of room revenue, a band from published hospitality research, using your rooms, rate and occupancy. They are shown as ranges and labelled as estimates. Give us your real figures and every number is recalculated.
Can our competitors see our data?
No. Other hotels see only aggregate scores built from public reviews, the same as you see about them. Your link, your fixes log and your guests’ words stay private to you.
What about fake or unfair reviews?
Every finding needs volume behind it. A single review, genuine or not, cannot move your numbers much, and every figure can be checked against the sentences behind it.
Is it only for luxury hotels?
No. It runs on 3-star city hotels and 5-star resorts alike. It works best with a few hundred reviews a year.
How current is it?
Every screen shows the date its data runs through, and says so plainly if an update is overdue.
See Verbatim on your own hotel
Thirty minutes, your hotel, your competitors. We bring a one-page brief about your hotel to the first call.