ABOUT GUESTS REVIEWS
I’d like to point out the importance of guests reviews . Having many positive reviews is incredibly important for any hotel and correct way to gain more bookings. Replying to reviews – especially to negative ones – is paramount to convincing potential bookers that you are in control and will motivate them to complete their reservation.
But you must put some thought behind your replies when answering reviews!
You can send a special thank ,by this way you can encourage others to leave reviews themselves .It shows your compassion for hotel guests. Alternatively, if you’re copy and pasting replies to negative reviews, that will reflect how much you care! Here are 7 best practices you should always keep in mind when replying to your guests reviews:
1. BE POLITE
Being thoughtful and polite can go a long way, with minimum effort. A quick thank you. Show of appreciation can reflect your brand’s values and professionalism. Whether the review is positive or negative, opening with a ‘thank you’ shows the reviewer that you care about their opinion. It allows for the possibility of a more open dialogue.
2. BE PERSONAL
Nowadays personalization is a key player in the hospitality business. Especially as new trends are imposed by the travellers! Because it’s very easy to have templates and just re-use them and it might work when replying to positive comments. But when replying to negative comments, let the review drive your response. Concentrate on the main issue. Discuss your actions to resolve it, whilst avoiding becoming defensive. A negative review may feel like a personal insult. But take a breath and respond rather than react.
3. BE TIMELY AND KEEP IT SHORT
The general rule of thumb is to respond to guest reviews within 72 hours . Firstly ,we’d suggest prioritizing negative reviews . If they are not answered within this time frame, it starts to look like you don’t care. To clarify ,keep it short and sweet.
Reassurance is one of the best things you can offer to an unsatisfied customer. By suggesting a few potential solutions or a plan of action to resolve the issue, the guest may give your hotel a second chance. In worst case scenarios offer a refund, a discount or anything else which you consider to be appropriate. Always remember to give a choice to the customer wherever possible.
5.APOLOGIZE WHEN RELEVANT
Customer satisfaction should always come first. In other words ,if you have a disgruntled reviewer, then take the time to apologise. When necessary and acknowledge that you care how they feel. Thank the guest for taking the time to share their experience. Acknowledge their issue and show empathy. Being humble can reconcile the reviewer and keep you from appearing defensive. In short, remember to remain professional throughout.
6.DO NOT PROMOTE OTHER PRODUCTS OR RESELL
Avoid upselling and promoting your products when replying to negative reviews. It’s a sure fire way to get them even more agitated! Use other channels to promote hotel services. Reviews aren’t the right platform.
7.REREAD BEFORE SENDING
It seems like thinking before speaking . Good grammar and spelling goes a long way. Also reflects on your brand. Therefore , check the review through before posting. Responding to hotel guests reviews is considered how the message might sound internationally. After all it may be read by millions of people!