Enjoy yourself! Responding to reviews can be quite rewarding. If that’s how you feel, it will show in your work.
Be careful not to turn your reply into a sales pitch, but do let guests know of a service or amenity you provide if it would have fixed or helped a concern mentioned in the review.
Ongoing research is an essential part of hotel reputation management. Character limits, reply tone, and other restrictions are all changing on a constant basis from platform to platform – for example, you cannot ask the guest to contact you on Expedia Partner platforms at this time. To manage time, it is imperative that you are up-to-date on the latest rules, regulations and best practices. When a response is rejected, in most cases you will not be told why.
Review replies are the business casual dress code of the online world. Keep your tone light, but professional. Be upbeat, but not overly casual. Don’t use slang or texting-type abbreviations. Feel free to throw in an exclamation point to build a friendly, yet professional connection, but don’t overuse them.
Double and triple-check your spelling and grammar. An error-free response shines the best possible light on your hotel or restaurant.
Pay attention to details such as a mention of a birthday or anniversary. Respond with a “congratulations” when you see an opportunity.
Respond to at least three of a person’s concerns or praises. This shows the reviewer that you really did read their review.
Don’t be afraid to apologize when a mistake was made in service or even when a person was annoyed at something beyond your control such as an ongoing renovation. Taking responsibility looks good, not bad.