Negative reviews are not good for business, whether it is online or offline. As an owner, seeing negative reviews about your hotel might make you feel upset but remember, the right thing to do in this situation is to approach the problem from a professional standpoint. Responding to negative reviews should be done as amicably as possible without getting defensive or deflective and this might even turn the upset guest into a satisfied one.
Keep it in mind that whatever you do, do not respond to negative hotel reviews in a hasty manner, without thinking things through. Rather, try to reply constructively to the reviewer who has had a negative experience with your hotel. Nothing is ever lost once it is out in the internet so any rash or hasty decision can harm your hotel’s reputation for years to come.
It is Important that You Respond to the Client! The earlier the better. Once you find a negative review online, it is wise to take quick action to limit damages that it may cause to your business reputation. Not responding to negative reviews is something a hotelier cannot afford. Ignoring a negative review sends implications among the potential guests online that you simply do not care about your guests. Such impressions are dangerous to the hotel’s reputation. When you attend a negative review within a few hours or so, it indicates that you are committed to the wellbeing of your guests.
Below are few guidelines to consider when responding to negative reviews-
Make sure to address key issues:
It is imperative that you address the guest’s major concerns and pay good attention to details.
Offer an honest apology:
A sincere and honest apology will go a long way to prove that you regret the current incidence. Avoid being aggressive or defensive, and don’t accuse the guest of being dishonest as this can worsen the situation.
Offer an explanation:
You must briefly explain the reason due to which the incident occurred, however – avoid giving excuses. Let your response be constructive, as your goal is to be able to impress your wide audience of travelers that may be viewing. This can help change negative impressions, and help people decide about booking your hotel.
The hotel business is one of those fields that is seen as highly professional, thus you need to fully demonstrate such professionalism that’s expected within your response. You can cross-check properly with your response tone, grammar, etc.
Personalizing the response:
You have to address the guest with his or her profile name and respond with your full name/initials and titles to add a little bit of personal touch to the conversation.
Mention your follow up process:
This part comprises of letting the guest know what steps have you taken to address the problem and how are you planning to stop the issue from reoccurring. Informing the guest about follow up process shows your commitment towards transparency and sincerity. This is how you can turn a negative review into a positive brand building exercise for all the potential guests that might have been watching your responses online.
Responding to negative reviews is just a part of the entire hotel reputation management process. Click here to schedule a demo with our experts! If you want to know how to put online reviews to a better use, follow our blog here.