★★★☆☆
Great food, but we waited too long for the bill.
Reviews
Every review, answered in your voice.
HGEM brings the reviews guests published into one place, then helps your team manage the response. See what changed, reply in your brand voice and protect the reputation that drives the next booking.
Needs response12
★★★★☆
Arrived warm and well packed.
★★★★★
The team made our birthday feel special.
Halo draft ready
Respond with the brand, not a template.
Suggested responseThank you for telling us. We
are glad the food landed well, but the wait for your bill was
not the finish we wanted for you. We have shared this with the
Leeds team so they can tighten that final part of the visit.
ApproveEdit
✓ Brand tone applied
✓ Venue and issue acknowledged
✓ Sensitive terms checked
Part ofReputation ManagementPublic reviews and guest recovery, connected.
See the package
One response workflow
From scattered reviews to a reputation your team can run.
A review is public evidence. HGEM gives each one context, a consistent response and a place in the wider guest story.
01
Bring every venue into view.
Review, booking and delivery channels arrive in one inbox. Filter by brand, region, venue, source, rating or response status instead of switching between logins.
17 connected sourcesPublic, booking and delivery reputation in one operating
view.
02
Respond without losing your voice.
Halo drafts a response using your brand guardrails and the review context. Your team can approve, edit or apply agreed automation rules where the source supports them.
Speed with judgementAutomate the safe work. Keep people on sensitive reviews.
03
Find what is moving the rating.
Track sentiment, response rate and rating by venue and over time. Separate delivery from dine-in, then compare nearby competitors to see where the gap is real.
Venue · region · estateOne reputation signal, understood at every level.
One reputation. Seventeen places guests can shape it.
HGEM combines public reviews with booking and delivery feedback without pretending they are the same experience. See each channel clearly, then see the pattern across them.
Reviews
GoogleTripAdvisorFacebookYelpTrustpilot
Bookings & travel
OpenTableTheForkDesignMyNightDish CultBooking.comExpediaHotels.comTravelocityOrbitz
Delivery
DeliverooJust EatUber Eats
PizzaExpress turned response into a habit across 370+ venues.
A customer-centric culture programme, supported by HGEM Reviews and a consolidated response workflow, changed how consistently the brand listened and replied.
Verified PizzaExpress case study · Six-month results
1%→84%review response rate in six months
+0.25average star rating across venues
Know the local contest, not just the brand average.
Compare each venue with named nearby businesses or a defined competitor set. Ratings and sample sizes sit together, so a small number of reviews cannot masquerade as certainty.
VenueRatingReviews
Your Leeds venue1,284
Local competitor A4.2923
Local competitor B4.02,106
Questions before you switch.
Direct answers about sources, automation, delivery reviews and package fit.
Which review platforms does HGEM integrate with?
HGEM brings together reviews from Google, TripAdvisor, Facebook,
Yelp, Trustpilot, OpenTable, TheFork, DesignMyNight, Dish Cult,
Booking.com, Expedia, Hotels.com, Travelocity, Orbitz,
Deliveroo, Just Eat and Uber Eats. Availability can vary by
source and market, so we confirm the channels you need during
scoping.
Can review responses be automated?
Yes, with controls. Halo can draft replies in your tone of
voice, while automation can be configured by rating and whether
a comment is present. A common workflow automates approved
positive-review responses and keeps lower-rated or sensitive
reviews with a human editor. Automated publishing is currently
limited to supported sources, including Google and Facebook.
Can we compare delivery and dine-in reputation?
Yes. Deliveroo, Just Eat and Uber Eats reviews can be scored
separately from dine-in and social review channels. That shows
whether a reputation issue belongs to the venue experience,
delivery journey or both, rather than blending different
experiences into one average.
Can every brand keep its own tone of voice?
Yes. Response prompts and guardrails can be configured by brand.
Halo uses the review context and approved tone to draft a
response, while your team retains control over the final wording
and which cases can be automated.
Which package includes Reviews?
Reviews sit in HGEM Reputation Management and the Full Suite.
Reputation Management combines public reviews with guest surveys
so teams can understand reputation, recover dissatisfied guests
and improve response consistency. Review management is the
action inside that package.
See your reputation in one place.
Bring the channels and venues that matter to a focused demo. We will show how the workflow fits your team.
Book a demo