Reviews have become one of the most important elements in a hotel or restaurant success in the current technology-driven world. Customers tend to leave feedback on tools such as Google Reviews, TripAdvisor, Facebook, and many social media platforms. A bad reputation from former guests can significantly lower most profits from reservations and that is why reputation management remains a dominant pillar for business in hospitality services. Businesses should pay more attention to communicating with their clients by managing feedback and addressing issues honestly. It is easier to capture the attention of potential clients on social media and reviews by interacting with them and thus enhancing their trust.