how to answer reviews

Tips on How to Answer Guest Reviews

As a hospitality professional, you know that guest reviews can make or break your business. At Proactive Hospitality Solutions, we understand the importance of engaging with your guests online and turning feedback into a positive opportunity.

Here are our top tips on how to answer guest reviews effectively.

 

1. RESPOND PROMPTLY

Why It Matters:

Prompt responses show that you value your guests’ opinions and are committed to excellent customer service. Quick replies can help mitigate any potential negative impact of a bad review and demonstrate to potential guests that you are attentive.

How to Do It:

  • Set up notifications for new reviews.
  • Aim to respond within 24-48 hours.
  • Prioritise reviews by severity, addressing the most critical ones first.

 

2. BE PROFESSIONAL AND COURTEOUS

Why It Matters:

Your responses are public and can be viewed by anyone considering your establishment. Maintaining a professional and courteous tone reflects well on your business and can turn a negative experience into a positive one.

How to Do It:

  • Start with a polite greeting and address the reviewer by name if possible.
  • Thank them for their feedback.
  • Use formal language, avoiding slang or overly casual expressions.

 

3. ACKNOWLEDGE THE POSITIVE

Why It Matters:

Highlighting positive feedback within a review shows potential guests what you’re doing right and encourages repeat business from satisfied guests.

How to Do It:

  • Mention specific compliments from the review.
  • Express your gratitude for their positive comments.
  • Reinforce how much you value their patronage.

 

4. ADDRESS THE NEGATIVE WITH SOLUTIONS

Why It Matters:

Addressing negative feedback directly and offering solutions shows that you take concerns seriously and are proactive in resolving issues. This can help rebuild trust and improve future experiences.

How to Do It:

  • Apologise sincerely for any negative experiences.
  • Explain the steps you are taking to address the issue.
  • Invite the guest to return, ensuring them of a better experience next time.

 

5. ENCOURAGE FURTHER CONTACT

Why It Matters:

Encouraging offline communication can help resolve more complex issues privately and shows a commitment to guest satisfaction beyond public forums.

How to Do It:

  • Provide contact information for further discussion.
  • Invite the guest to speak with a manager or customer service representative.
  • Ensure they feel heard and valued.

 

6. STAY CONSISTENT ACROSS PLATFORMS

Why It Matters:

Consistency in your responses across different review platforms helps maintain a cohesive brand image and ensures all guests receive the same level of attention.

How to Do It:

  • Develop a standard response template to guide your replies.
  • Adapt the template to fit the specific feedback while maintaining core elements.
  • Regularly review and update your response strategy.

 

Effectively answering guest reviews is a critical component of modern hospitality management. By following these tips, you can turn every review into an opportunity to enhance your guest experience, build stronger relationships, and foster a positive online reputation. Remember, each response is a reflection of your commitment to excellence and guest satisfaction.

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