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, praise 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 positively handle negative feedback.  

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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.

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.  

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

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Keep Your Promise 

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

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.

This goes toward your credibility and future profits.

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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.