As we have discussed in the previous article, having a strong online presence is necessary to build trust with your customers. An online presence also means your review score on the internet which affects customers’ decision whether to stay in your hotel or not.
Partly, an opinion that is posted online is outside of our control. A positive review is a great way to showcase the quality of our service, but negative reviews might change travelers’ decisions. According to Reviewpro.com, the global review had increased by 46.5% in Q1 of 2022 with the number of guest satisfaction decreased by 1.4% over 2021. However, responding to a negative review is a chance for you to be responsible and can be a time to show your strength.
Here are three simple steps to respond to negative reviews.
1. Be personal and say thank you
Open with addressing the guest’s name and thank them for sparing time to give a review. In this way, they will know that their opinion is heard and valued.
2. Acknowledge and address your mistake
Say you're sorry for not living up to your guests' expectations, or inconvenience conditions, and be sure to address any particular issues they may have. Make sure to say any improvements your hotel is undertaking to prevent future visitors from experiencing the same thing.
3. Invite them for another visit
Invite the guest back to your hotel to see the improvement regarding this issue, and be sure to state a suitable way for them to get in touch with you. Appealing invitations such as vouchers or promised complimentary might work well. This reflects the hotel's sincere determination to make sure all of its visitors have a wonderful time.
Let’s see an example of a negative review from a prior guest, Chloe.
Awful stay
I wished to find comfort in my stay. I honestly did. But the hotel was a letdown from the time we got there. We had to wait for a very long time to get upstairs with all of our bags because one of the elevators wasn't working. Then, not enough towels were provided, and our morning coffee wasn't even warm.
Here is an example to respond.
Dear Chloe,
First of all, I want to thank you for your feedback. Even though I wish you had a better experience, we can learn from and use feedback like this to get better. We strive to provide a great guest experience, however in this case it is clear that we fell short. One of our elevators was unavailable while you were a guest with us due to routine maintenance. I humbly apologize for the inconvenience that caused. Our client’s safety is a top priority, hence this service is an absolute necessity that should have been better addressed.
Warmest regards,
Alan McKenna, General Manager.
The key to responding to a negative review is to be polite, professional, and calm. Replying to bad reviews as quickly as possible also helps to quickly heal the relationship. Remember to use this type of crisis to show and improve your strength and reputation.
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