Zodiak Stays turns guest reviews into portfolio-wide operational action with Reva

Zodiak Stays at a glance

Zodiak Stays is a professional property manager operating 100+ short-term rentals across Auckland, New Zealand. Review management was never an afterthought for the team, but as the portfolio grew, keeping a clear, portfolio-wide view of guest feedback across Airbnb, Vrbo, Booking.com and Google was getting harder. Here’s how Reva helped them turn that feedback into operational action.

Before Reva: doing the work, but across too many places

The team was already monitoring reviews on each booking platform, responding to guests, and sharing feedback internally with their Guest Experience, Account Management, housekeeping and maintenance teams. The problem was never effort. It was that the information lived across multiple platforms and systems.

“Before Reva, review management was already an important part of our operation… The difference was that the information lived across multiple platforms and systems. We were doing the work, but there was more manual effort involved in bringing everything together and turning that feedback into something we could easily analyse across our portfolio,” says Valerie Power-O’Callaghan, General Manager at Zodiak Stays.

At scale, that manual approach had a real cost: visibility.

“The biggest challenge was really visibility at scale. When you are managing a large portfolio across multiple booking channels, it is relatively easy to understand what is happening with one property, but much harder to quickly identify trends across 100+ properties. A comment about cleanliness, maintenance, check-in instructions or an amenity might seem relatively minor in isolation. But if similar comments start appearing across several properties, that becomes operationally important.”

Spotting those patterns meant manual review and back-and-forth between departments, and sometimes issues took longer to surface than the team would have liked. As the portfolio grew, they were determined not to let growth dilute the individual attention each guest receives.

After Reva: reviews become data, not just comments

The immediate change was a centralized, portfolio-wide view of reputation.

“The immediate difference was having a much clearer, centralised view of our reputation across the portfolio. Instead of thinking about reviews purely as individual guest comments that needed a response, we could start looking at them as data. We could see which properties were performing particularly well, where there might be an emerging issue, and what guests were consistently telling us about different parts of their stay.”

For a GM, that higher-level view changes the job itself.

“For me as GM, that higher-level visibility is really valuable because I don’t necessarily need to read every single review to understand where our attention needs to go.”

From feedback to operational action

Reva’s positive and negative tagging lets the team move from a single review to portfolio-wide sentiment in seconds.

“My favourite feature is definitely the positive and negative tagging within the review analysis. If we started seeing recurring negative feedback around our check-in process, we could identify that as a trend rather than treating each comment as an isolated issue. We can then look at the guest journey as a whole, make a portfolio-wide change and hopefully improve the experience for every guest going forward.”

The Breezeway integration is where reviews meet operations. Because Breezeway holds the record of which team member completed each clean or inspection, Reva connects guest feedback back to the person who prepared the property.

“That’s an amazing quality-control and training tool for us. It gives us a much more objective way to identify where someone is consistently performing really well, where additional training might be helpful, or whether there are recurring issues we need to address with the wider housekeeping team.”

It also reframes what “time saved” actually means.

“I couldn’t confidently quantify the number of hours Reva saves us each month, but what I can say is that the time we now spend on review management is much better quality. Reva effectively does that analysis for us, so our team can jump much more quickly from feedback to action. Instead of spending our time working out what the issue is or whether there is a trend, we can focus on what are we going to do about it?”

Showcasing the best feedback to win the next guest

Through the ICND integration, Zodiak Stays pushes its strongest guest feedback to its direct booking site, so reviews aren’t only an internal signal.

“We’re not only using reviews internally to improve the guest experience, we’re also making better use of positive feedback to build trust with future guests. For us, reviews should never just be a marketing metric. They should help us improve the actual product we’re delivering to the next guest and, ultimately, protect and improve the performance of the property for the owner. Reva helps us connect those pieces together.”

Reputation is really visibility and speed

Ask the GM whether Reva gives them more control, and the answer reframes what control even means.

“‘Control’ for us really means visibility and the ability to act quickly. You can’t control what every guest is going to say, and nor should you try to. What you can control is how well you listen, how quickly you identify an issue, how you respond to it and whether you actually use that feedback to improve. Reva has made that process much easier for us.”

“I would recommend it particularly to professional property managers or hospitality operators managing multiple properties and channels. Once you’re operating at scale, reviews aren’t just individual comments anymore. Collectively, there is an enormous amount of very useful information about your properties, your operations and your brand. Reva helps us turn that information into something we can actually use, both to deliver a better experience for our guests and to do the best possible job for our owners.”