AI Review Assistant (by MARA Solutions) vs. Sojern Reputation Manager:
Which Is Right for You?

The Decision

Choosing between MARA Solutions' AI Review Assistant and Sojern Reputation Manager hinges on your hotel’s specific reputation management needs. MARA’s platform excels in automating review responses and consolidating feedback across multiple sources, while Sojern emphasizes guest surveys and real-time issue escalation across numerous OTAs. Both aim to boost your online reputation, but their core functionalities differ significantly. Which approach aligns better with your goals: automated review engagement or comprehensive guest feedback management?

If your hotel seeks to streamline review responses with sophisticated AI, MARA is tailored for that. Conversely, if your focus is on gathering guest feedback through surveys and swiftly addressing complaints on multiple OTA platforms, Sojern may be more appropriate. How do these different strengths match your current reputation challenges?

Is MARA Solutions or Sojern Reputation Manager Better for Hotels?

MARA Solutions is designed to enhance reputation management through AI-powered responses, review consolidation, and detailed analytics. It’s ideal if your team needs quick, personalized replies to guest reviews, especially if managing multiple review sources feels overwhelming. Its recent reviews highlight a high ease of use (4.86/5) and a 97% likelihood of recommendation, supported by 146 reviews in the last six months, making it the more recent and better-rated choice.

Sojern, on the other hand, has a broader scope with 33 verified integrations and strengths in guest surveys, issue escalation, and social sharing. While it lacks recent reviews, its customer support (rated 5/5) and extensive OTA coverage suggest it performs well in guest feedback collection and reputation monitoring. But with only four reviews in total, the current data is less robust. Which product’s focus aligns better with your hotel’s reputation goals?

Which Should Your Hotel Choose: MARA or Sojern?

If your hotel needs to automate review responses, improve response times, and analyze reputation data, MARA is the clear choice. It’s especially suitable for properties looking to boost review engagement efficiency, with its AI-generated replies and multilingual support, proven by recent reviews emphasizing time savings and high satisfaction.

If your team prioritizes guest feedback collection, immediate issue resolution, and encouraging positive reviews through surveys, Sojern is preferable. Its platform supports real-time escalation of complaints and review management on over 100 OTA sites, making it ideal for hotels heavily reliant on guest satisfaction scores and online visibility.

In summary, choose MARA if automation and AI-driven responses are your priorities; select Sojern if comprehensive feedback and guest engagement through surveys are more critical.

Is MARA Solutions or Sojern Reputation Manager Easier to Use?

MARA’s interface is highly rated at 4.86/5, with users praising its straightforward setup and intuitive dashboard. Recent reviews mention that even less tech-savvy staff find it easy to navigate, with quick onboarding (4.8/5) and a simple review inbox, enabling response automation with minimal effort.

Sojern’s platform, rated at 4.5/5, is also considered user-friendly, especially in survey creation and real-time issue escalation. While it offers extensive features, some reviewers note a steeper learning curve, especially when customizing reports or managing multiple OTA integrations.

Edge: MARA. Its recent review scores and emphasis on ease of use make it the less complex solution for busy hotel teams.

Which Has Better Features: MARA or Sojern?

MARA Solutions offers 15 unique features, including AI reply automation, customizable and segmented surveys, competitive benchmarking, and conditional logic—features that are absent in Sojern. It also supports corporate reporting, alert notifications, and workflow management, making it a more feature-rich platform for reputation automation.

Sojern provides one standout feature: SMS text messaging, which complements its guest feedback and review management system. However, with only one exclusive feature, its offering is more specialized compared to MARA’s broader capabilities.

Edge: MARA. The larger feature set allows for more nuanced and automated reputation management.

Which Has Better Customer Support: MARA or Sojern?

MARA’s support ratings are impressive at 4.83/5, with recent reviews highlighting quick and helpful assistance, especially during onboarding. Users describe it as a reliable partner in review management, emphasizing the ease of support access and prompt responses.

Sojern has an even higher support score of 5/5, with reviews praising their proactive, knowledgeable team that works closely to optimize performance. However, with fewer recent reviews, the consistency of support over time is less documented.

Edge: Sojern. Its top rating and detailed support testimonials make it slightly more reliable for ongoing assistance.

Which Has More Integrations: MARA or Sojern?

MARA integrates with 24 verified partners, including Booking.com, Google, TripAdvisor, and OpenTable, covering key review and PMS sources. Its integrations focus on reputation sources, review portals, and internal systems, facilitating centralized management.

Sojern boasts 33 verified partners, including Mirai, HotelTime, and The Hotels Network, offering extensive connections, particularly in digital marketing and guest engagement platforms. Its broader partner network supports more comprehensive guest data collection and marketing.

Edge: Sojern. Its larger number of integrations provides more options for connecting with various guest feedback and marketing tools.

Which Do Hoteliers Rate Higher: MARA or Sojern?

MARA’s recent reviews and 146 in the past six months strongly suggest higher satisfaction, with a 97% likelihood to recommend and an average ease-of-use rating of 4.86/5. Hoteliers, especially in Europe and North America, praise its automation and time-saving features.

Sojern’s support ratings are perfect at 5/5, but the limited number of reviews makes it difficult to draw broad conclusions. Its users, mainly in boutique and limited-service hotels, commend its guest feedback management, but the overall sentiment is less data-backed.

Edge: MARA. Its higher recent review count and superior ratings make it the more trusted choice among hoteliers today.

How Much Do MARA and Sojern Cost?

MARA’s pricing starts at $100 per month, with no free tier or implementation fees. Its straightforward pricing makes it accessible for small to medium-sized hotels seeking automation without a hefty upfront investment.

Sojern charges $400 per month, reflecting its broader platform scope and advanced marketing features. There are no trial options available, which might be a consideration for hotels testing reputation management solutions.

What Type of Hotel Should Use MARA?

• Hotels that want automated, quick responses to reviews across multiple sources.
• Teams seeking integration with existing reputation platforms and advanced analytics.
• Hotels looking for multilingual support and AI-generated personalized replies.
• Properties aiming to increase review volume and response rate efficiently.
• Hotels with a moderate to large online presence needing detailed competitive benchmarking.

Not ideal if:

• Your hotel relies heavily on social media reputation management beyond review responses.
• You prefer a platform with extensive guest survey or marketing features.
• Your budget is below $100/month or you want a free trial.

What Type of Hotel Should Use Sojern?

• Hotels focused on gathering guest feedback via surveys to improve service.
• Properties that want to escalate real-time issues directly to staff or management.
• Hotels aiming to boost their online review volume and share positive experiences.
• Boutique hotels and limited-service properties with high OTA dependence.
• Hotels looking for a platform that integrates with multiple marketing and guest communication tools.

Not ideal if:

• You prefer AI-driven review reply automation.
• Your focus is on detailed reputation analytics or competitive benchmarking.
• Your property operates mainly in regions outside North America, as global coverage is limited.

The Bottom Line for Hotels

MARA Solutions and Sojern serve different core purposes in reputation management. MARA’s strength lies in automating review responses, consolidating feedback, and providing detailed analytics, making it ideal for hotels seeking efficiency and personalized messaging. Its recent reviews reinforce its position as a top-rated, user-friendly solution.

Sojern offers a broader guest engagement platform, excelling in guest surveys, real-time issue escalation, and extensive OTA review management. Its focus on guest feedback and marketing makes it suitable for hotels prioritizing guest satisfaction and reputation growth through surveys and direct feedback.

If your hotel needs to automate review responses, improve efficiency, and benefit from advanced analytics, MARA is the more compelling choice. Conversely, if your goal is to gather deeper guest insights, manage complaints proactively, and leverage extensive integrations, Sojern fits better.

In conclusion, choose MARA for reputation automation and response efficiency; opt for Sojern if guest feedback collection and multi-channel review management are your priorities. Both tools can significantly impact your hotel’s online presence, but their strengths target different hotel needs.