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Reputation · Reviews, social media and AI assistants
Online reputation management for reviews, social media and AI answers
We manage your online reputation on three fronts: reviews on Google and your sector's platforms, the conversation on social media and in the press, and how AI assistants describe you, always within platform rules.
Personal reply, No obligation, English, Español
What it is
What online reputation management means today
Online reputation management means monitoring and improving what people find when they look up your brand: reviews, comments, articles and, increasingly, an AI assistant's summary. It covers honest review requests, replies, early warning and crisis planning.
AI has opened a new front. Since December 2025, Google Business Profile's Gemini-powered Ask feature has answered questions from your profile, reviews, photos and website. Your reviews no longer influence only the people who read them: they shape how AI describes you.
Your Google profile groundwork sits within local SEO; here we cover every platform, AI answers and crises.
In depth
Reviews: ask well, reply better, report only what breaks the rules
Reviews improve with a system, not tricks: ask every customer at the right moment and in their language, and reply to each one. Only reviews that break a platform's policies can be removed.
Google is stricter too. Since July 2026 its review snippet guidelines, which govern the star ratings sites show in search results, rule out fake and undisclosed incentivised reviews; since April 2026, spam reports can also lead to manual actions in Search.
- Ask: by email, WhatsApp or QR code, the same way for every customer.
- Reply: AI-assisted drafts in the customer's language, approved by a person.
- Report: only spam, fake or offensive content and conflicts of interest.
- Learn: recurring criticism drives improvements.
In depth
What AI says about your brand, and how to correct it
To know what AI says about your business, ask it systematically. We regularly run a fixed panel of real questions in ChatGPT, Gemini, Copilot, Perplexity, Claude and Google's AI Overviews and AI Mode, recording how you're described, what's wrong and which sources are cited.
You correct an assistant through its sources. If it repeats old opening hours or a resolved complaint, we update your website, profile and social accounts and earn quality mentions through digital PR. Deeper work sits within generative engine optimisation.
In depth
A crisis protocol for the first hours
A reputation crisis is best handled with a protocol written in advance: who spots it, who decides, who speaks and what is said. A long silence or an improvised reply usually makes things worse.
We never delete legitimate criticism, which tends to amplify it, and we coordinate the response with your social media management.
- Detect: alerts for mentions, reviews and comments.
- Assess: severity, reach and whether there's a genuine failure to acknowledge.
- Respond: an honest message, one voice and legal advice where needed.
- Close and learn: follow-up and changes so it doesn't recur.
What's included
What managing your reputation includes
Reputation audit
Reviews, social media, press and AI answers in one diagnosis.
Review request system
Timing, channel and messages per language, the same for everyone.
Response guide and service
Tone, templates and replies in English and Spanish.
Monitoring and alerts
Mentions, reviews and comments in one alerting dashboard.
AI panel
How assistants describe you and which sources to correct.
Crisis protocol
Roles, holding statements and approvals, ready before you need them.
How we work
How we manage your reputation, step by step
Phase 01 / 04
Diagnosis
Platforms, reviews, mentions and AI answers.
Phase 02 / 04
System
Review requests, response guide, alerts and crisis protocol.
Phase 03 / 04
Ongoing operation
Timely replies, justified reports and mention tracking.
Phase 04 / 04
Report and improve
A monthly report with trends and the AI panel.
The SERMAN approach
Why trust your reputation to SERMAN
Always within the rules
No fake reviews or shortcuts that risk your profiles.
Reputation in AI too
We monitor how assistants describe you, not just Google.
Human, bilingual replies
AI suggests; a person approves every reply, in the customer's language.
What it is not
What this service isn't
- We don't buy, fake or covertly incentivise reviews.
- We don't ask only happy customers.
- We don't guarantee removals: we only report reviews that break platform policies.
- We don't delete legitimate criticism or publish fake content to bury search results.
What we measure
The indicators behind your reputation
Real data, no invented estimates.
Reviews
Volume, pace and average rating by platform and language.
Responsiveness
Share answered and average response time.
Sentiment and themes
What customers praise and criticise, over time.
Description in AI
Accuracy and tone of assistant answers across the panel.
Tools & platforms
Tools we work with
- Google Business Profile
- Google Alerts
- Brand24
- Trustpilot Business
- Meta Business Suite
- Google Search Console
- Bing Webmaster Tools
- Looker Studio
Who it's for
A particularly good fit if…
- You run a hotel, restaurant or experience business reviewed on several platforms.
- You run a clinic, wellness centre or professional firm, where trust decides.
- You sell online and product reviews weigh on every purchase.
- You have unanswered criticism, a recent crisis, or no idea what AI says about you.
Compliance
Rules and policies we follow
Not a substitute for legal advice.
Review policies
No fake, bought or covertly incentivised reviews, in line with each platform's policies.
Privacy in replies
We never confirm customer details in public, in line with the GDPR.
AI with human oversight
No AI-suggested reply goes live without human approval.
Industries
Where we apply it
Hospitality, Travel & Travel Tech
Direct bookings, reputation and visibility on Google, Maps and AI assistants for hotels, restaurants, experiences and travel tech.
Private Clinics, Aesthetics & Wellness
Marketing for dental, aesthetic, medical and wellness clinics: local search, AI answers, genuine reviews and multilingual booking.
FAQ
Frequently asked questions
How can I remove a negative Google review?
Only reviews that break Google's policies can be removed, such as spam, fake or offensive content or those written with a conflict of interest. Report them from your profile. A legitimate negative review stays: reply and fix the problem.
How should I respond to negative reviews?
Quickly, calmly and in the customer's language: thank them, acknowledge the problem without personal details, explain what you'll do and offer a private channel. Don't argue in public: future customers are reading.
Can I offer customers a discount in exchange for reviews?
It isn't advisable. Your adviser can check the legal side, but the risk is clear: Google's guidelines rule out undisclosed incentivised reviews, and many platforms ban offering anything for a review. The safe route: ask everyone, offer nothing.
How can I find out what ChatGPT says about my business?
Ask it systematically: a fixed set of real questions, repeated regularly in ChatGPT and other assistants, recording how you're described and which sources are cited.
How can a hotel improve its online reputation?
Ask every guest for feedback in their language, reply to every review on Google and travel platforms, use criticism to improve, and keep your profile and website current, because AI answers draw on them too.
Related services
Pairs well with
Local SEO & Google Business Profile
Local SEO for businesses with premises or a service area in the Balearics: an optimised Google profile, genuine reviews and consistent data.
Generative Engine Optimization (GEO)
GEO so ChatGPT, Gemini, Claude, Perplexity and Copilot can find, understand and cite your brand, built on solid SEO.
Social Media Management
Strategy, content and community in English and Spanish, built to be found inside each platform and to turn followers into customers.
Digital PR & Link Building
Links and brand mentions earned in real media: digital PR that builds your site's authority on Google and makes you a source AI assistants can cite.
AI Agents & Chatbots
AI chatbots and voice agents that answer, qualify and book in several languages, disclose they are AI and hand over to a person.
Insights
Go deeper
1 Oct 2026 · 12 min read · Search & AI visibility
How to get your business recommended by ChatGPT, Gemini and Google AI Mode
Seven steps to help ChatGPT, Gemini and Google AI Mode find, understand and recommend your business: crawlers, indexing, data, content, reviews and measurement.
Contact
Shall we review your reputation?
We'll show you what customers and AI assistants find when they look you up, and what we'd tackle first.
Personal reply, No obligation, English, Español
Start with SERMAN
Tell us about your project
First conversation
Diagnosis and proposal