Welcome to INNsider Tips.
In today’s INNsider Tip, I will talk about How to Handle Negative Reviews.
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Almost 3000 respondents were surveyed about the importance of a hospitality property by responding to online reviews.
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They showed that 85% of users agree that an appropriate management response to a bad review improved their impression of the property.
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64% of users agreed that an aggressive or defensive management response to a bad review made them less likely to book that property.
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Bad reviews about your property can have a major negative impact on your business, so it is imperative that you respond to them.
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By doing so, you can minimize the harm to your property’s reputation by making potential guests think more highly of you, and it can repair your relationship with the unhappy reviewer. It also shows potential guests that you take your reviews seriously.
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Here are a couple of things to keep in mind.
- Always research the complaint before you respond
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- Never respond angrily
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- Did the guest complain before checkout?
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- Is there a record of this complaint with your staff?
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When responding to your guest.
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Thank the guest by name
Even if the review is nasty, using the guest’s name shows you’re taking this seriously.
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Apologize for the guest’s poor experience
Remember, an apology is not an admission of guilt or wrongdoing. Compassion can go a long way.
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Tell them the changes you have made or going to make
You can do this by inviting them to phone or email you, thus taking the discussion offline. Don’t ever promise any form of compensation online to avoid setting a precedent or to make it look like a payoff.
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Follow up with the guest
Send them a personal email or note, again apologizing and offering compensation if appropriate.
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That is it for today’s INNsider Tip.
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You can subscribe at
https://keystonehpd.com/how-to-handle-negative-reviews-innsider-tips-061
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If you would like to see all the bonuses you would have access to as a member of the Hospitality Property School Group, have a look at the short video in this episode’s post-show notes.
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https://keystonehospitalitydevelopment.com/private-groups
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That’s today’s INNsider tips.
Until next time, have a fun day.
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A Division of Keystone Hospitality Property Development
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