Frequently Asked Questions

Hotel Reputation Analysis is a methodical examination of every public review a property receives across its active booking and review platforms — with the goal of converting scattered feedback into actionable operational decisions. The full list of platforms covered is set out in “Which platforms do you cover?”. It covers average rating, star distribution, sentiment pulse, most-complained departments, management reply quality, and operational risk level.

Yes, but our primary focus is the Kingdom of Saudi Arabia and the GCC countries (UAE, Qatar, Bahrain, Kuwait, Oman). Our methodology is tuned for Gulf Arabic language and Saudi guest expectations specifically — which gives higher classification accuracy than English-only global platforms.

Turnaround is 3–14 business days depending on the package: Basic 3–5, Professional 7–10, Enterprise 10–14. Within each band the exact date depends on review volume (a 150-review property takes less than a 700-review one) and platform scope. Every negative entry is reviewed line by line before its classification is finalised.

We sign a Non-Disclosure Agreement (NDA) with every client before work begins. We never publish the hotel's name, neighborhood, tier, or any direct quote in marketing materials. Our case studies use only aggregated numbers with zero identifying details. The client's report is owned exclusively by them.

Reputation platforms give you an automated dashboard showing average rating and generic ratios. We give you human strategic analysis tying each complaint to the responsible department, flagging operational risks, and proposing a hotel-specific action plan. Platforms tell you what is happening; we tell you why, and where to start fixing.

No. Replies are not managed on your behalf and your guests are never contacted — you receive the diagnosis and ready reply templates in Arabic and English, and execution stays inside the hotel so it keeps its own brand voice. See the guide on responding to negative reviews for the method and templates.

We recommend a minimum of 50 reviews across all platforms for statistically meaningful analysis. For new hotels (under 50 reviews) the statistical analysis is not meaningful enough — email us so the case can be assessed before contracting.

Yes — we offer a free tool, the Review Grader, that gives you a quick reputation estimate based on a small sample of reviews, with no signup or email required. If you want a full report after that, send your hotel's details through the request form and the proposal reaches you by email.

12 booking and review platforms: Booking.com, Google, TripAdvisor, Agoda, Expedia, Hotels.com, Trip.com, Airbnb, Almosafer, Marriott, Wego, Cleartrip. Each package covers 1–2 platforms, and each additional platform is 3,000 SAR. In the Saudi market specifically, we focus on Google and Booking because they are the dominant sources in our published engagements — see the case studies for the actual source split in each.

Pricing is fully transparent and published: Basic 12,000 SAR, Professional 25,000 SAR, Enterprise 50,000 SAR — one-time fee, no monthly subscription. Full details in the pricing section. For multi-property engagements or non-standard scopes (extended historical coverage, additional platforms, languages beyond Arabic/English) we provide a custom quote after exchanging the details by email.

Payments are made by bank transfer, and an official invoice is issued with each payment stating the tax status under the applicable regulations. The payment schedule for each package is set out in the Terms & Conditions.

Competitive benchmarking is not part of the published packages (Basic / Professional / Enterprise). If you need it, email owner-mbs@sia-hub.com so it can be assessed as a custom scope with a separate quote — it appears in no proposal unless it is stated there explicitly.

High-risk flags (safety, health, or booking-breach claims) need immediate intervention — within 24 hours. The report includes a specific plan: who owns each claim, how to document it, and the order in which items should be addressed. We recommend the hotel involve its own legal counsel when needed; the engagement is limited to risk analysis and prioritisation, and legal drafting is the responsibility of the hotel's own counsel.

Yes. For chains, we deliver a unified report covering every branch with inter-branch comparison — identifying top-performing properties (to learn from) and weakest ones (to intervene on). This approach is especially valuable for serviced-apartment chains and economy hotels spanning several Saudi cities.

Request your analysis through the request form on our home page, or email us at owner-mbs@sia-hub.com. We review your situation by email, then agree on scope only if you see value. No commitment until a contract is signed.