How to respond to online guest reviews
Reading hotel reviews is becoming one of primary factors when booking accommodation online. Tripadvisor reports that 80% of travelers read at least 6–12 reviews prior to booking. By responding to reviews, both positive and negative, you demonstrate to clients that you care about their feedback and take it into account. This does increase bookings.
Not only does your response leave a positive impression on prospective guests, it also encourages loyalty with satisfied guests and turns them into your property promoters. Professional and personalized responses to negative ones will cool down the heated situation or help to clear out the misunderstanding.
In this post we will give advice on responding to positive reviews.
Show your personality
Make your response more personal to show that you appreciate your guests, and it was worth spending time on writing a glowing review for your hotel. Let it sound conversational: potential clients will see that there is a real person behind a comment.
“Everything was wonderful. The staff is extremely responsive, the room is spotless. Receptionists woke us up for an early flight. The apple pie specialty was a cherry on top of this all!”
“I am thrilled that you enjoyed our specialty! Since we have put it on the menu, the staff visits by the kitchen more and more often. Come to stay at our hotel again, and we will keep a slice of pie just for you!”
Highlight the positives
Reiterate specific compliments that reviewers make about your hotel. Positive reviews themselves build hotel’s reputation, but reinforcing certain benefits brings even more attention to your property.
“The hotel is lovely. Staff is polite, the service is excellent. We booked the guided tour around the town at the desk and absolutely enjoyed it. The guide that the hotel hired was amusing and extremely professional.”
“Thank you for choosing our hotel and for taking the time to write a review! We are so glad to hear you enjoyed the stay, as well as the guided tour. Our hotel aims to provide a truly unique experience, and we work hard to exceed your expectations. We are looking forward to welcoming you back to our hotel!”
Find out some techniques of responding to negative feedback in our blog at Travelline.pro.
