HomeHop bolsters industry-leading 4.9 rating while saving 130+ hours with Reva
HomeHop, a tech-forward vacation rental manager with 80+ properties across Northeast Ohio, transformed its review management process with Reva's guest review platform.
Key Results
12+
hours
Manual Work Saved
Hours of manual work saved per month managing guest reviews.
92
%
Review Response Time
Decrease in time spent responding to reviews.
50
%
Maintenance Response
Shorter maintenance response time with automated tracking.
4.9
stars
Average Rating
Average guest rating across 3,000+ reviews.
HomeHop, a tech-forward vacation rental manager with 80+ properties across Northeast Ohio, transformed its review management process with Reva's guest review platform. HomeHop turned its manual processes into a highly efficient system to maintain its industry-leading 4.9-star rating.
HomeHop was spending too much time on manual review management
Despite having an advanced tech-stack of 30+ tools to operate its vacation rental portfolio, HomeHop's guest review management process was both manual and time-intensive. The team was facing two distinct challenges as it related to its guest reviews: responding to guest feedback and monitoring reviews across all of their units to track ratings, trends, and recurring issues.
"Each review response required at least three minutes of careful attention," explains Nate Klatt, CEO and Co-founder of HomeHop. "With approximately 150 monthly reviews, our process consumed over eight hours of valuable time each month that could have been invested in more strategic activities." Beyond just responding to reviews, tracking performance across Airbnb and Vrbo created additional work. "We had a spreadsheet that tracked all the Airbnb and VRBO reviews…which was a manual process that required an hour each week."
Without a centralized system for reviews, HomeHop's team was operating reactively (rather than proactively) to manage guest feedback. Spotting recurring issues—like maintenance or cleanliness concerns—required sifting through disconnected data. This made it difficult for the manager to track property trends, hold teams accountable, and improve its operations at scale. As HomeHop continued to grow, the company quickly realized this manual approach wasn't sustainable…
Replacing spreadsheets with real-time insights
Just days after implementing Reva's reputation management platform, HomeHop started benefiting from Reva's AI-generated review responses. With just one click of a button, Reva's AI mirrored HomeHop's voice and tone, suggesting (and then publishing) replies for each guest review.
"We used to have a three-minute process to respond to every review," said Klatt. "With Reva, we generate, approve, and publish our responses in just 15 seconds."
Furthermore, Reva's AI tagging and reporting gave HomeHop instant visibility into its growing volume of guest feedback. Klatt's team could stop manually tracking reviews in spreadsheets without a clear view of trends, and confidently leverage real-time insights to filter, analyze, and act on guest feedback at scale.
"Before Reva, I didn't have a bird's-eye view into how our guests felt about their stay. Now, I frequently look at Reva's monthly trends to make sure nothing is going awry."
Klatt quickly saw that HomeHop had a high volume of maintenance-related reviews. Further investigation showed these issues weren't always being properly escalated to their task management systems.
"We started sampling tagged reviews and cross-checking them against Asana and Breezeway," said Klatt. "This discovery led to an internal process change ensuring all review-mentioned maintenance concerns were automatically logged and addressed."
"Without Reva, we wouldn't have identified this flaw in our process." With its new system in place, HomeHop prevented recurring guest frustrations, strengthened internal accountability, and ensured small maintenance problems didn't escalate into lost revenue or lower ratings.
Turning guest feedback into smarter portfolio decisions
Beyond day-to-day efficiencies, Reva gave HomeHop the ability to make data-driven decisions about its entire portfolio. The platform's property-level insights help the team identify underperforming listings and determine whether a home needs improvements. For example, Klatt uses Reva to monitor whether specific rentals consistently mention décor or location, and if they do, considers removing the home from HomeHop's portfolio altogether.
Simply put, data visibility through Reva has played a key role in maintaining HomeHop's market-leading 4.9-star rating across 3,000+ reviews—an achievement that sets them apart.
"No other property manager in our region has a rating above 4.8 across 20+ homes," says Klatt. "Maintaining this high rating is a competitive advantage that attracts both new guests and property owners."
To capitalize on this, HomeHop implemented Reva's website widget, a web module that showcases top guest reviews on their direct booking site.
"I love the widget on our website. It's the perfect way for us to build trust with people who are booking directly from our website," notes Klatt.
Looking ahead, HomeHop plans to double down on Reva's value by enhancing its Breezeway integration for automated maintenance task assignments and cleaner performance tracking.
"Any vacation rental manager with 30+ listings should have a tool like Reva," says Klatt. "We're in the hospitality business, so you're selling the brand. If you're not in control of your reputation then you're not going to maximize your product and your business."
Ready to start leveraging your reviews?
After years of trying to manage tens of thousands of reviews, we built Reva to help others aggregate, report and share their reviews. If you're interested in transforming your guest review strategy, giving our tools a test drive, or you just want to chat.
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