Welcome to INNsider Tips.

In today’s INNsider Tip, I will talk about How to Handle Negative Reviews.

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If you are a regular follower of Keystone HPD’s posts and are wondering where the weekly edition is today,

it will now be released on Thursdays at 1 pm EST. The great news is that the INNsider Tips now be made available on Mondays.

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Almost 3000 respondents were surveyed about the importance of a hospitality property 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.

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  • 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.

  1. 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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  1. 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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  1. 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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  1. 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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That’s today’s INNsider tips.

Until next time, have a fun day.