Tip #1: Keep calm and answer kindly
Respond in a calm, professional manner, thanking the guest for their comment before moving forward. Keep things positive.
Never discredit the feedback or escalate the negativity.
First, thank your guest for his time and feedback, acknowledge the problem or apologise, then take the necessary measures. Lastly, invite the guest back to experience a better stay, improved thanks to their feedback.
Tip #2: Turn the negative into positive
Show that their feedback matters.
Acknowledge the negative part of the review by providing a solution.
A mixed review will see you respond positively, but try to find out more from the guest about what you can improve. This way they know you’re taking their concerns seriously because you show your willingness to improve.
With appropriate reactions, a bad review can be resolved and turned into a positive experience.
Tip #3: Don't fix what is not broken
Ideally, every single review will receive a response. This will help you look engaged rather than passive.
Indeed, fake hotel websites are capturing millions of bookings every year, therefore responding to feedback actually lets other people know your hotel is real.
However, you will not always have the time to answer to all of them. If you must sacrifice any, leave the positive reviews unanswered, they require nothing more than a thank you and a warm wish that you see the guest again, it is not a time to upsell.
Bad reviews are the priority, they need a response and a solution or recommendation.
Tip #4: Don't copy/paste, keep it human
Avoid using templates.
It might be quicker but it’s not authentic and won’t be looked upon kindly by the readers.
No one knows your hotel and its positive services and features better than you do, reason why – when it’s relevant – you should provide personalized recommendations for a future stay or address guests more personally by using their name, for example.
According to a TrustYou study: To trust a review, 73% of young travelers appreciate an authentic writing style.
Tip #5: Be timely
Timing is important. Try to respond to mixed or negative reviews as soon as possible, preferably within 24 to 72 hours.
According to a TrustYou study: To trust a review, young travellers appreciate detailed (69%) and current (66%) reviews, not older than 3 months.
Tip #6: Praise your staff
Thank the guest for the review and acknowledge the hotel staff.
This is too often overlooked by hotel owners: Remember to pay tribute to your team and show their work is appreciated within the hotel.
It leaves a great impression and motivates your staff to keep providing a great customer service.