Google Review Analyzer for Hotels, Malls and Airports

What the analyzer shows for hotels, restaurants, malls and airports

Each kind of venue gets its own complaint topics and reply templates. Reports made from a Google Maps link also show who gets a reply in each review language, how fast the venue answers, the rating of the last 90 days and a check of the venue’s Google profile.

Google review analyzer for hotels

For a hotel, critical reviews are sorted into rooms, cleanliness, noise, check-in, food, staff, the pool and beach, Wi-Fi, prices and transfers. The report adds the star breakdown of all the hotel’s Google ratings, the hotels Google shows next to it, its ratings on other sites and Google Hotels prices on each booking site next to the hotel’s own website. See how Lycia AI works for hotels.

Google review analyzer for restaurants

For a restaurant, café or pub, critical reviews are sorted into food quality, waiting times, staff and service, prices, portions, cleanliness, wrong or missing orders, bookings and phone calls, allergies and diets, and noise. The report shows each day’s busiest hour from Google’s popular times, whether the listing shows opening hours and a booking button, and the restaurants Google shows next to it. See how Lycia AI works for restaurants.

Google review analyzer for shopping malls

For a shopping mall, the topics are crowds and queues, toilets and cleanliness, finding the way, parking, staff, food and prices. The report shows each day’s busiest hour from Google’s popular times, how many places Google lists inside and the malls Google suggests next to it. Listed malls also show what visitors search on Google before they arrive. See how Lycia AI works for malls.

Google review analyzer for airports

For an airport, the topics are security checks, queues, baggage and delays, finding the way, staff, Wi-Fi and charging, and getting there. The report shows which passenger languages get a reply, each day’s busiest hour and the airports Google suggests next to it. Listed airports also show what passengers search on Google before they fly. See how Lycia AI works for airports.

What our mall and airport research shows

In November 2026 we collected the 300 newest Google reviews of malls and airports in Türkiye, the UAE, Saudi Arabia, the US and Canada, and the Google searches their visitors make. Four patterns stand out.

• Most venues barely reply. 41 of the 58 venues replied to two or fewer of their 300 newest reviews, including 22 of the 23 in Türkiye. Every unanswered complaint stays on the profile as the last word.
• Airports reply least. 19 of the 23 airports replied to two or fewer. The nine US airports answered 9 of their 2,700 newest reviews between them. The large US malls are the opposite: four of them replied to more than 85%.
• Visitors write in many languages. At the Turkish venues, 42% of written reviews were in another language: English 17%, Arabic 8%, German 6% and Russian 4%. In the US, 16% were not in English, mostly Spanish; in Canada, 19%, mostly French.
• The complaints repeat. In reviews rated 1 to 3 stars, airports drew the most comments about crowds and queues, staff and service, and security checks. Malls drew the most about parking, crowds, and food and drink.

How to reply to Google reviews at a mall or airport

Replies are posted from the venue’s verified Google Business Profile: open the profile, select Read reviews, then Reply next to the review. Google checks each reply against its content policies before it appears, and the reviewer is notified when it does. They can still change their review afterwards, which is the point of a good reply.

1. Reply to every review you can answer specifically. A short thanks for praise, a real answer for a complaint. Silence on a negative review reads as agreement.
2. Reply in the reviewer’s language. An Arabic review answered in Turkish, or a German one in English, reads as a form letter.
3. Thank, name the problem, say what happens next. “We are sorry the toilets on level 2 were not clean, and we have passed this to the cleaning team” beats “We value your feedback.”
4. Move the details to a private channel. Ask for the date, time, place or flight number by email, never personal details in public.
5. Do not argue or copy and paste. Readers compare replies. Identical text under every review looks automated, because it is.
6. Reply within a day or two. The visit is still fresh, and your team can still check what happened at that time and place.

How to reply to a review in another language

Reply in the language the review was written in. Keep the reply short and plain, and have a native speaker check templates before you use them. Here is the same reply to a complaint about crowds in five languages:

• EnglishThank you for your review. We are sorry it was so crowded, and we have shared your comments with our operations team.
• TurkishDeğerlendirmeniz için teşekkür ederiz. Bu kadar kalabalık olduğu için üzgünüz; yorumunuzu operasyon ekibimizle paylaştık.
• Arabicشكرًا لتقييمك. نأسف لأن المكان كان مزدحمًا إلى هذا الحد، وقد شاركنا ملاحظاتك مع فريق العمليات لدينا.
• GermanVielen Dank für Ihre Bewertung. Es tut uns leid, dass es so voll war. Wir haben Ihr Feedback an unser Betriebsteam weitergegeben.
• RussianСпасибо за ваш отзыв. Нам жаль, что было так многолюдно. Мы передали ваши замечания нашей операционной команде.

What review analysis tells mall and airport management

A review is the last step of a visit that went wrong. The analyzer shows where it went wrong; the fix sits earlier in the visit.

• Crowds and queues point to visitors who did not know where it was quieter. Live crowd levels let you steer them before the queue forms.
• Parking and finding the way are questions visitors would rather ask than search for. If nobody answers, the answer becomes a review.
• Review languages show who your visitors are. When four in ten reviews are in another language, every channel that works in one language leaves those visitors on their own.
• Visitor searches show the questions people ask Google before they arrive: parking prices, metro, terminals, cinema times and store lists. Each one is a question your own channels could answer.

Lycia AI Venues answers every visitor in their own language, in 140+ languages on WhatsApp, web chat, voice and kiosk, from a live digital twin of your venue. Lycia Box sensors keep crowd levels in the twin current, so the answer to “where is it quieter?” is right now, not last week. See it for shopping malls and airports.

Answer visitors before they write the reviewBook a demo. We show you Lycia AI at work and listen to what you need.

How the analyzer works

• Reviews. The 300 newest Google reviews for each listed venue, collected through DataForSEO on 1 November 2026. Busy venues reach 300 reviews in days; quieter ones go back several months, the oldest to February 2026. The reply rate counts reviews with a reply from the venue’s Business Profile.
• Languages. The language Google detected for each written review. Ratings without text are not counted.
• Complaint topics. Reviews rated 1 to 3 stars, grouped into topics with keyword rules on Google’s English translation. A review can mention several topics, and keyword rules miss some, so read the counts as a direction, not an audit.
• Visitor searches. Monthly Google search estimates from Google Ads Keyword Planner data through DataForSEO, captured on 1 November 2026: the 30 most-searched visitor questions about the venue in each market, with close variants counted once. Searches for the venue’s name in other languages are measured where the venue’s visitors search from, for example Arabic searches made inside Türkiye.
• Website languages. Checked by hand on 1 November 2026, where shown.
• Reports on request. For a hotel, restaurant, mall or airport that is not listed, the analyzer reads the venue’s 300 newest Google reviews through DataForSEO when you paste its Google Maps link, and builds the same report in about a minute. The listing must be a hotel, restaurant, shopping mall or airport on Google with at least 20 reviews. Hotels get their own complaint topics: rooms, cleanliness, noise, check-in, food, pool and beach, and more. So do restaurants: food quality, waiting times, portions, orders, bookings and phone calls, allergies and diets, and more. Reports keep counts only, never review text or reviewer names, and stay in the search for the next visitor. These reports also show the reply rate in each review language, the typical time to reply, the rating of the last 90 days and, from the venue’s Google listing, its star breakdown, profile details, the places Google shows next to it and, for restaurants, malls and airports, Google’s popular times. For hotels, Google Hotels prices are read for one night two weeks ahead, for two adults. Visitor searches are measured for the listed venues only.

Frequently asked questions

Sources

• Manage customer reviews, Google Business Profile Help
• Google reviews and Google Ads search volumes for the listed malls and airports, collected through DataForSEO, November 2026