Your Reputation Is Your Brand — Here’s How to Own It Online

In luxury travel, reputation is everything. When luxury clients are searching for an advisor they can trust with a five-figure experience, what others say about you often matters more than what you say about yourself. Your online presence—and the testimonials, reviews, and social proof behind it—directly impact who reaches out and who moves on.

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Whether you're building from scratch or refining what already exists, this guide will walk you through how to actively shape your digital reputation, collect high-quality feedback, and leverage it as one of your most powerful marketing assets.

Why Reputation Matters More Than Ever

In today’s digital landscape, your online reputation isn’t just part of your brand—it is your brand. Luxury travelers don’t simply book based on what you say; they book based on what others say about you. Reviews, testimonials, and even brief social mentions help form the perception of your credibility and service quality—often before a prospect ever visits your website.

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According to BrightLocal, 84% of people trust online reviews as much as personal recommendations, and 98% read reviews for local businesses before making a decision (BrightLocal 2024 Review Survey). This behavior is even more pronounced in the luxury space, where clients expect excellence and reassurance.

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In a world where reputation can be Googled, managed, and amplified, luxury travel advisors must be intentional. Your future clients are watching—and often, they’re comparing.

Where Your Online Reputation Lives

Your reputation isn’t just on Google. Here are the most important places it shows up:

• Google Business Profile – Often the first thing people see when they search your name or brand.
• TripAdvisor & Yelp – Especially important for destination-based advisors or those offering experiences.
• Social Media Comments & Mentions – What others say in replies or tagged posts contributes to perceived credibility.
• Testimonials on Your Website – The most curated and controlled format to showcase standout client stories.

Tip: Search your name on Google in incognito mode to see how your reputation appears to new prospects.

How to Gather High-Quality Testimonials

The best testimonials do more than praise—they speak to results, transformation, and trust. Here’s a format to request them:

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Testimonial Request Template:

"Hi [Client Name], I’d love to share your experience working with me to help future travelers understand what’s possible. If you’re open to it, would you mind sharing a few lines about your trip, how it felt, and what made the experience meaningful to you?"

You can also send simple survey forms with prompts like:

• What was the highlight of your trip?
• How did this experience feel different from other trips you’ve taken?
• What would you tell a friend considering working with me?

Turning Reviews Into Credibility-Boosting Assets

Once you collect a great testimonial, don’t let it sit idle. Every glowing review is a marketing asset waiting to be activated—something that can build credibility, deepen trust, and convert curiosity into action. With the right strategy, a few well-placed words from a happy client can do more than any ad ever could.

Ways to showcase reviews:

• Create a featured review section on your homepage or service pages.
• Turn a glowing quote into a social post with a luxury destination backdrop.
• Build a “Client Stories” highlight on Instagram.
• Incorporate brief testimonials into email footers, proposals, or itineraries.
• Use video testimonials (even short iPhone clips) for powerful social proof.

Managing Negative Feedback Gracefully

No matter how high-end your services are, occasional missteps or misunderstandings are inevitable. In luxury travel, how you respond to negative feedback matters just as much as the experience itself.

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Handled well, a negative review can actually strengthen your credibility. Here’s how to turn a setback into a service moment:

• Stay visible, not defensive. Respond promptly and professionally—ideally within 24–48 hours. Acknowledge the issue and validate the client’s experience, even if the details aren’t entirely accurate.
• Public reply, private resolution. Use your public response to express understanding and offer to resolve the issue offline. This shows other potential clients that you take concerns seriously while preserving client privacy.
• Reflect and refine. Not all criticism is equal, but some can be a gift. Use it as internal feedback to improve onboarding, clarify expectations, or refine your client journey.

Example Response Template:

"Thank you for your honest feedback, [Client Name]. I'm truly sorry to hear the experience didn’t meet your expectations. I’d love the chance to connect directly and make this right—please feel free to reach out personally so we can discuss next steps."

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When handled with grace, transparency, and empathy, your response becomes part of your reputation—and a strong indicator of your professionalism.

Post-Trip Feedback Checklist for Advisors

Reputation building isn’t just reactive—it’s a proactive, ongoing practice. Use this checklist after every client trip to keep your online presence fresh, authentic, and glowing.

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1–2 Days After Trip Ends

• Send a brief thank-you message: express appreciation and reinforce your commitment to their experience.
• Include a short post-trip survey or link to a form with prompts (via Typeform, Google Forms, or your CRM).

3–5 Days After

• Follow up with a personalized message inviting them to leave a review on Google or a platform relevant to your audience.
• Provide a suggested prompt: "We’d love for you to share what made this journey memorable. Your words help future improve the expereinces of all future travelers."

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1–2 Weeks Later

• Curate their feedback into a branded testimonial graphic or quote.
• Publish across social media, email newsletters, or your website.

Monthly or Quarterly

• Audit your Google Business Profile and website testimonials.
• Rotate newer reviews into your homepage, Instagram highlights, or email footers.

Pro Tip: Keep your tone warm, casual, and appreciative—just like a thoughtful follow-up with a friend.

Build the Kind of Reputation Clients Can Trust

Your reputation is one of your most valuable business assets—especially in luxury travel, where trust and excellence drive decision-making. By gathering thoughtful testimonials, staying visible on key platforms, and regularly reinforcing your credibility, you’ll position yourself as not just a travel advisor, but a trusted partner in life’s most unforgettable journeys.

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At Majeste, we help advisors like you build strong digital foundations that elevate every interaction. Ready to enhance your online presence and turn trust into growth? Let’s make your reputation work for you.