This guide offers a step-by-step approach to addressing critical feedback from detractor guests and transforming it into valuable opportunities for improvement, as well as building a positive image for your property.
At myHotel, we know that responding appropriately and professionally to negative reviews on Online Travel Agencies (OTAs) such as Booking.com, Expedia, Google, or TripAdvisor is fundamental to building a solid reputation and demonstrating a genuine commitment to guest satisfaction.
Below, we present 10 tips to help you effectively respond to your hotel's reviews:
1. Read the Review Carefully
Take the time to fully understand the concern or complaint expressed by the guest. Analyze the key points you need to address.
2. Personalize the Response
Use the guest's name (if available) to make your response more personal. This shows that you are dealing directly with their specific situation.
3. Thank the Guest
Begin your response by thanking the guest for sharing their experience. Show that you value their opinion and are willing to address the issue.
4. Show Empathy
Acknowledge the guest's feelings and frustrations. Express understanding for their negative experience and demonstrate that you care about their satisfaction.
5. Offer a Sincere Apology
Acknowledge any errors or shortcomings mentioned by the guest and offer a sincere apology for any inconvenience caused. Take responsibility and show your commitment to improvement.
6. Provide an Explanation or Solution
Offer a clear explanation of the factors that contributed to the problem or, if possible, propose a solution to remedy the situation. If there are specific actions you can take, mention them. For example, a discount or additional benefit on a future stay
7. Invite Private Communication
Ask the guest to contact you privately to further address their situation and offer a personalized solution. Provide your contact details or a way for direct communication.
8. Maintain a Professional Tone
Avoid responding defensively or confrontationally. Maintain a polite, courteous, and positive tone in all your responses, even if you believe the complaint is unjustified.
9. Sign Each Response with Your Name or the Manager's Name for a Personal Touch
Whenever possible, using the name of the manager or a member of the management team can also be a good strategy. This shows the level of importance given to guest opinions and reinforces senior management's commitment to customer satisfaction.
10. Follow Up
Once you have provided an initial response, follow up both on the OTA platform and in private communication. Show your continued commitment to resolving the situation and providing a satisfactory experience.
Remember that every interaction with your guests is an opportunity to demonstrate the quality of your service and your commitment to their satisfaction. By responding appropriately and professionally, you can turn a negative experience into an opportunity to strengthen and consolidate your reputation. Take advantage of these situations as a path to continuous growth and improvement!