In the hospitality industry, one of the most important things you can do is keep your guests happy. That means not only providing great service during their stay, but also responding quickly and positively to any reviews they leave afterwards.
What are the best ways to do this? We’ve compiled a list of the top 10 review response trends for hotels and hotel groups, based on advice from industry experts. So if you want to make sure you’re doing everything you can to keep your guests satisfied, read on!
Personalized responses
When it comes to responding to online reviews, one of the most important things you can do is make sure each response is personalized. That means taking the time to respond to each review individually, rather than sending out generic or canned responses.
It’s also important to address each reviewer by name. This shows that you’ve taken the time to read their review and care about their feedback. Additionally, mentioning something specific about their stay or their experience at your property will further demonstrate that you’re paying attention and value their input.
Of course, it’s not always possible to respond to every review personally. But if you can, taking the time to do so will show your guests that you care about their satisfaction and are always looking for ways to improve your property and services.
Quick responses
It is important to respond to online reviews quickly. A recent study found that 65% of guests expect a response to their review within 24 hours. If a hotel does not respond within that time frame, guests will assume that the hotel doesn’t care about their satisfaction.
When responding to reviews, it is important to keep the responses brief and to the point. Guests want to know that the hotel has read their review and is taking action to address their concerns. Additionally, guests do not want to see a long, drawn-out argument between the hotel and the reviewer. If there are issues that need to be resolved, the hotel should reach out to the reviewer directly to discuss the matter further.
Finally, it is important to follow up with reviewers after their stay or after resolving any issues that they raised in their review. This shows guests that you are committed to providing excellent customer service and that you care about their satisfaction.
Use of positive language
When responding to reviews, it is important to use positive language. This will help create a more positive relationship with the reviewer. Additionally, using positive language can help resolve any issue that the reviewer may have had.
Some examples of how to use positive language include:
-Thanking the reviewer for their feedback
-Asking the reviewer for more information
– apologizing to the reviewer
– thanking the reviewer for their business
– following up with the reviewer after resolving the issue
Use of emojis and emoticons
When responding to reviews, the use of emojis and emoticons can help to humanize a response and make it more engaging. However, it is important to use them sparingly, as too many can come across as unprofessional. A few well-placed emojis or emoticons can add some personality to a reply, but be careful not to overdo it.
Addressing the reviewer by name
When responding to reviews, it is important to address the reviewer by name. This shows that you are taking the time to read their review and care about their experience. Additionally, addressing the reviewer by name makes your response seem more personal and less like a template. It shows that you value their feedback and appreciate their business.
Using the reviewer’s name in your response will make them feel appreciated. It is a small gesture that can go a long way in showing your guests that you value their satisfaction. In addition to using the reviewer’s name, you can also mention something specific about their stay or their experience at your property. This helps to create a more personal connection with the reviewer and shows that you are paying attention to their feedback.
By taking the time to address reviewers by name, you can create a more positive relationship with them. This can help resolve any issues they may have had and improve customer satisfaction ratings.
Thanking the reviewer
When responding to reviews, it is important to thank the reviewer for their feedback. This shows that you appreciate their business and value their opinion. Additionally, thanking the reviewer makes your response seem more personal and less like a template. It shows that you are taking the time to read their review and care about their experience. A sincere thank you can go a long way in resolving any issues the reviewer may have had.
When responding to reviews, it is important to be specific in your thanks. Acknowledge the reviewer’s stay specifically, and mention something they enjoyed about their experience. This helps create a more positive relationship with the reviewer and can help resolve any issues they may have had. Thanking the reviewer more than once can also show your appreciation for their business.
It is also important to use positive language when thanking the reviewer. This will help create a more positive relationship with the reviewer and can help resolve any issues they may have had. Thank the reviewer for their feedback, apologize if there were any issues, thank them for their business, and follow up after resolving the issue.
Asking the reviewer for more information
It is important to remember that reviewers are customers too. Asking for more information is a way to show that you value their feedback and appreciate their business. By being polite and courteous, you can create a more positive relationship with the reviewer which can help to resolve the issue more effectively.
Providing contact information
The best way to provide contact information is by including it in the signature of your response. This way, the reviewer will have all the information they need in one place. Include your name, title, and contact information, as well as the best time to reach you. Additionally, you can include a reference to the review so that the reviewer knows which one you are replying to.
It is also important to thank the reviewer for their feedback. This shows that you appreciate their business and value their opinion. Additionally, thanking the reviewer makes your response seem more personal and less like a template. It is also important to be specific in your thanks, acknowledging the reviewer’s stay specifically, and mentioning something they enjoyed about their experience. Finally, use positive language when thanking the reviewer to help create a more positive relationship with them.
Resolving the issue offline
When responding to negative reviews, it is important to apologize to the customer. This shows that you are taking responsibility for the issue and are sorry for any inconvenience caused. It is also important to offer to resolve the issue offline. This shows that you are willing to work with the customer to find a resolution and that you value their business. The hotel should provide its contact information and thank the customer for their feedback. By following these steps, you can help turn a negative experience into a positive one.
Following up with the reviewer
After you have resolved an issue with a reviewer, it is important to follow up with them. This will help create a more positive relationship with the reviewer and can help show that you are committed to customer satisfaction. There are several ways to follow up with a reviewer, including sending a private message, reaching out on social media, emailing the reviewer, or calling the reviewer.
When deciding how to follow up with a reviewer, it is important to consider what method of communication would be most appropriate given the situation. If the issue was something minor, such as a mix-up with the room service order, then a quick note via social media or email may suffice. However, if the issue was more serious, such as a problem with the accommodations, it may be best to reach out via phone or even in person.
It is also important to consider how likely it is that the reviewer will want to continue communicating with you. If they seemed angry or upset in their review, they may not be interested in continuing any kind of dialogue. In this case, it may be best to let them know that you have resolved the issue and leave it at that. However, if the reviewer seemed open to continuing communication, following up is a great way to build rapport and show that you are committed to providing excellent customer service.
No matter which method of communication you choose, there are a few key things to keep in mind when following up with reviewers. First, be sure to thank them for their feedback and for bringing the issue to your attention. This shows that you are taking their feedback seriously and that you appreciate their business. Additionally, apologize for any inconvenience or frustration they may have experienced. Finally, offer some kind of resolution or compensation for their troubles. This could be anything from a discount on their next stay to a free meal at your hotel restaurant. By following these steps, you can help turn a negative experience into a positive one and build goodwill with your guests
