Welcome to INNsider Tips.

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

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Social media has the ability to attract new customers while helping you retain the loyalty of past guests.

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It allows your guests to communicate with you directly, praises you for an excellent experience, or give you positive feedback, but it can also be a method for guests to share a negative experience.

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“One bad review on Twitter or Facebook can be on tens of thousands of other timelines within a couple of days.”

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Social media is a powerful marketing tool, so you have to know how to handle negative feedback, positively.  

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Here are a few tips:

Be Responsive

If a guest leaves negative feedback, respond to it quickly to address their concerns.

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The owner should approach the customer directly and with compassion, and politely ask the guest to call (toll-free number) or email you directly. 

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Provide a Solution

When addressing guest complaints via social media, be concise, constructive, and clear and avoid confrontation when trying to provide a solution.  

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Even if you know the complaint is not valid, tell them you’re going to check into it, and that you are taking their feedback seriously.

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Keep Your Promise 

If you promise a guest that gave you a bad review that you’re going to make things better by (improving room service, cleaner bathrooms, friendlier service, etc.) you had better do it.  

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The guest who complained might not come back to check, but new guests who read the reviews and responses will expect these changes have been made.

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This goes toward your credibility and future profits.

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That is it for today’s INNsider Tip.

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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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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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