GUIDELINES FOR

RESPONDING

TO REVIEWS

The right way makes all the difference

Basic Guidelines for Hotel Reputation Management

Here are our best secrets to successful hotel reputation management. Most reviewers simply want to be heard, either by management, by other people or both. Replying to their praises or concerns directly with unscripted comments can help turn around an upset guest’s opinion. It can also generate a loyal following among your happy guests. In other words, keep copying and pasting to a minimum. It’s more time-consuming, but worth it.

Each reply you write is serving two audiences, the guest who wrote the reply and potential future guests. Keeping this in mind, be sure to respond in a friendly manner even if you feel the reviewer is being unfair. Feel free to state the facts, but always keep emotions at bay. Many times the reply you want to post is the one you simply shouldn’t. Remember, potential guests will read your reply and they want to see professionalism and a calm approach to negativity.

When responding to negative reviews, you’ll often find your greatest opportunities. No person or property is perfect and travelers expect there to be some negative reviews. How you reply can confirm to a potential guest that management cares, is listening, and is willing to fix a situation when necessary. Only attempt to remove a review when it is slanderous or profane. Most platforms will only remove these types of reviews anyway.

Reply to ALL reviews! Properties walk away from a gold mine of opportunities, future guests and increased ratings when they only respond to negative reviews