How to respond to negative reviews online

 
   
 

How to respond to negative reviews online

 

When a negative review is posted, it is important that you respond immediately to show that you care about your customers, you’re listening and that you take their feedback seriously. Reply as a person, not as ‘the hotel’ and give your reply a personal touch.

We recommend that your response be tailored to suit each review, but use these steps as a general guideline.

  1. Thank the reviewer for taking the time to post a review
  2. Acknowledge the positive comments where applicable
  3. Apologize for your hotel not living up to its high standards
  4. Never offer compensation (eg free room or a discount), as it might only encourage more complaints
  5. Depending on the severity, provide the manager’s name and number in case the customer would like to discuss the situation in more depth
  6. Let the customer know that you will make sure that the right department is made aware of the review
Then make sure you follow through with your staff to ensure that the problem doesn’t happen again.

   
   
 
about TA fastrack

TA Fastrack is Australia’s leading travel, tourism and hospitality industry business improvement and marketing solutions provider. TA Fastrack offers a range of specialised services including management consulting, business coaching, a full-service marketing and PR agency as well as training services.  With a vision to provide companies the ‘world’s best practices’ in the industry, TA Fastrack guarantees a fastrack in your profits and personal performance. With Australasia’s most experienced team based in Australia, New Zealand and now in Singapore, we can deliver business solutions wherever you are.

To learn more visit www.tafastrack.com or call +61 7 3040 3588.
 
   
Source = TA Fastrack
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