The short answer is: responding to a positive review directly translates to seizing an opportunity. Noise is a common complaint that you often don't have much control over. The key to responding effectively to negative employee reviews is to acknowledge and try to understand the individual employee experience. When responding to a negative review (although, in this case, it’s not entirely negative), it’s always important to apologize, address all specific concerns, and invite the guest back. Set up review alerts so you are notified of new reviews. In addition there are lots of real-life examples of restaurants, banks, hospitals, and other businesses responding to their customer reviews. Be as specific as you can about the customer’s experience, and communicate any changes or improvements you have made or will make as a result of their feedback. In all fairness, it would be tough to write a bad reply to the glowing review below. Download FREE Hotel Review Response Templates, How to Set Up Google Ads for Your Hotel: A Step-by-step Guide, All-in-one Hospitality Technology Platform, Delay in check-in/check-out or other services, Improper (unclean) rooms and housekeeping, Staff’s mistakes (complaints about staff behaviour). Why it works: A positive review is obviously great for your brand reputation. “, “We are sad to hear that you didn’t have the best experience at [Company Name]. On seeing your response, they understand that you value them even after they check out. What is the ideal response rate? See, how Critique (eZee’s review management system) tracks and manages your reviews and helps you enhance your online reputation. These hotel review reply templates are ready-to-use and include negative hotel review response examples as well as positive hotel review response templates. How to respond to reviews on TripAdvisor? Again, thank you for taking the time to review our business! Keep in mind that your reputation is shaped not only by what you say about the business but also — and probably mostly — by what customers are saying on online review websites. Responding to negative reviews is difficult. They are sent email notifications containing a link to a page with the business owner’s response to the Google review. Don’t slam the door on negative reviewers; extend a hand. You can read the guide on how to write HIPAA-compliant review responses. You can respond to Yelp reviews through the. Our free hotel review response templates will help you immensely in writing response on any of the portals such as TripAdvisor, Google, Booking.com, Facebook. Positive reviews won’t drive your customers away like bad reviews do. They are sent email notifications containing a link to a page with the business owner’s response to the Google review. Understanding which sites are most impactful given your industry or business category will help you determine the value of the reviews. How to respond to positive hotel reviews. Do your homework and become familiar with the most popular reviews for your type of business, and make it a priority to respond to those reviews. Besides this, I’ve got some additional tips to draft effective hotel review responses: Tip 1: When you offer a solution to the problem, take those conversations into a private space. Your hotel’s reputation is based on a number of different features that travelers notice, experience, and then rate. For hotels, it’s incredibly important to reply to online reviews. When a loyal customer expressed her disappointment with her anniversary stay at the Stamford Plaza in Brisbane, executive assistant manager Dale John wrote a pitch-perfect response. When the reviewer mentions someone at the business by name, always pass along the compliment. for attracting new potential customers and influencing their decision-making process. We are gutted when we miss the mark! Restaurants should respond to Yelp reviews. On the other hand, guests might appreciate your endeavors and give reviews out of will and joy. Anthony Lloyd, the owner of the hotel, also responded to the review in a way that takes the constructive feedback on board, while also reassuring the reviewer (and other potential customers) that the issues are already being sorted out. Unlike negative reviews, responding to positive hotel reviews is most of the times simple and straightforward. By replying ASAP, you can minimize the possibility of other potential clients being swayed by the original reviewer’s experience. This is on us.”, “We set a high standard for ourselves, and we’re so sorry to hear this was not met in your interaction with our business.”, “I’m so sorry. If you receive a neutral review with negative feedback, acknowledge the specific issues the customer had with their experience. And secondly, it shows other online users that yours is the kind of business that people come back to. (Don’t see them? With the Health Insurance Portability and Accountability Act (HIPAA), which is designed to safeguard patients’ health information, healthcare marketers must be able to respond without referring to any specifics about medical care or the patient’s identity, which could be construed as “patient data.”. We’re sorry your experience didn’t match your expectations. Avoid cookie-cutter responses that do not resolve or address any specific issues raised in the review. Even if it’s not your fault, and there will be times when this is true, say sorry anyway. I’m sorry to hear you had such a frustrating experience, but I really appreciate you bringing this issue to my attention.”, “Thank you for bringing this to our attention. Drop your email below to get awesome insights in your inbox! The response specifically addresses problematic areas brought up and discusses what is being done to remedy them. The negative has become a positive – and I want to try that new menu! Let’s see the type of reviews you may get: Happy or positive hotel reviews are not a rare thing to happen. Was it good? Until then, please accept my sincerest apologies on behalf of everyone on the team.”, “We would like the opportunity to investigate your feedback further. For instance, some sites (Booking.com, for example) don’t approve of identical responses. Before we dig into some more examples, a word about an increasing trend we’re seeing with reviews: rating-only reviews. 53 percent of customers expect businesses to respond to negative reviews within a week. Take notes from this heartfelt response to a review that commented on other aspects of the dining experience. Make sure you have already claimed your business page on the site before getting started with responding to reviews. Businesses that respond to employee reviews also provide job candidates with an extra measure of reassurance, particularly when they see that you, as an employer, are active on employee review sites. Because 76 percent of reviews are now on Google or Facebook, you can usually get a first name for the reviewer. After looking at 200,000 review responses, and analyzing the differences between positive, neutral, and negative reviews responses, we found the best ways to respond to each type of review. In this case, you can mark the review inappropriate and the portal can remove the review after some investigations. The facilities inside the room are horrible. Happy but difficult to please. Your customers want to be heard individually and addressed personally. And you have no idea how your guests found their stay. Required fields are marked *. Your customer just did you a solid. “Thank you for your review. By responding to employee reviews, you can drive engagement with employees as well as support efforts to improve the overall employee experience. All that remains unanswered. Tip 3: See if you can have your hotel’s guest relations manager or general manager respond to your reviews. Businesses will be notified of any new reviews that come in through their GMB notifications. Please reach out to me at your leisure so we can make it right. A negative hotel review has criticism about your property, staff behaviour, services, low ratings, etc. It’s not uncommon for some positive reviews to contain a bit of constructive criticism. Hard Rock Cafe’s German Crespi knows this and uses it to full advantage. If you have any other questions in mind about hotel review replies or need some help in responding to your hotel reviews, feel free to ask in the comment section below. Using her degree in Journalism, Laura creatively weaves words into insightful stories with a focus on reputation management. Needless to say, your guest reviews have a significant impact on how travellers book for their stay. This is the main reason, along with few others mentioned here; why, in spite of all your efforts, there are negative reviews: There might be more reasons for a negative review. If the guest complains about the unkindness of the reception, check which employee receptionist(s) were on shift when the guests were accommodated in your hotel.