Skip to main content

Effective Steps for Responding to Negative Reviews for Hotels

Hotels heavily rely on reviews for future business. Many people will make a booking decision based upon location, online reputation, and amenities. These three factors are up there in the most important things to showcase about a hotel online. BlueJay Reviews can help you cover the online reputation piece which can have a positive impact on other areas of your hotel business, as well! It's clear that overall online review star ratings are important for those making a booking decision, but those potential guests are also looking at the top few reviews, when finding a place to stay.
Unfortunately, negative reviews happen from time to time. How your hotel responds to such a review can either make the situation worse or turn it around, in the eyes of the person with a bad experience and the general public reading through online reviews. Learn how you can better respond to a negative review:

Steps for Responding to Negative Reviews:

1. Take a Moment to Calm Down

Getting a bad review about your hotel can immediately leave you defensive or upset. Take a moment for a deep breath and take a step back. Responding in a defensive tone will likely not make the situation any better, and may end up making your hotel look worse.

2. Thank the Customer 

This can seem a bit forced, but try to thank the customer for leaving their feedback. If they never left the details of their negative experience, a problem may persist without your knowledge. This information can be used to help your hotel improve, so ultimately they are doing you a favor by sharing their experience.

3. Find the Issue

If a specific issue isn't named in the initial review, try to get detailed information from the guest. Typically, something specific leads people to leave a negative review. The quicker you get to that specific issue, the better.

4. Take it Offline

Once you have some initial information, try to take the conversation offline. If you have the information you need from the initial review, publicly ask the customer to contact you (or another team of management) directly, or vise versa. This can help show that you do go the extra step the rectify a situation, should someone have a bad experience.
Now that you have some tips under your belt on best practices for responding to a negative review about your hotel, you're ready to put our online reputation monitoring service into action. You can easily prompt new reviews, view current reviews, and respond to online reviews from the BlueJay Reviews dashboard. It makes your hotel online reputation management a breeze!

www.BlueJayReviews.com
Like us on Facebook
Follow us on Twitter
Follow us on LinkedIn

Labels

Labels:
Location: United States

Comments

Post a Comment

Popular posts from this blog

Apartment Complex Case Study: Longview Meadow

Don't miss a recent case study in which our reputation monitoring platform has helped one of our apartment complex clients. Are you ready to take control of your apartment's online reputation ? BlueJay Reviews is here to make it easy and convenient! Check out this awesome case study from Longview Meadow Apartments! Longview Meadow apartment complex in Concord, NC has seen a significant overall star rating increase on Google within a brief period of consistently sending out automatic review requests to their tenants. Longview has realized a jump in their star rating of 0.5 star within only 6 months, going from a 2.3 star rating in January of 2020 to a 2.8 star rating in July of 2020. At this trajectory, with continued review request automation, Longview Meadow is projected to obtain an average star rating over 4 stars within 18 months or less.  Since starting their business Longview Meadow had only managed to obtain 21 Google reviews over the lifetime of their Google listing. ...
Post a Comment
Read more

Benefits for Apartment Complexes

Filling up your apartments is the main goal of owning an apartment complex. Potential tenants oftentimes find places to rent online. If your complex isn't showing up on a local Google search, it may be time to take action to take control of your online reputation. Our online reputation management platform makes it easy to gain new reviews and helps you easily manage your existing reviews. Check out a few of the benefits of partnering with BlueJay Reviews for your apartment complex :  Boost online star ratings The more positive reviews your complex has, the better your overall star rating will be. An incremental bump up in your star rating can help your complex appear more often in a local search for apartments for rent. A boost in your star rating is translated to a boost in the bottom line, as well! It's a win-win! Dominate local search Local search is heavily influenced by online reviews. Google is all about giving searchers the best experience possible and presenting busine...
Post a Comment
Read more

Take Control of Your Insurance Agency's Online Reputation

Online reviews have a big impact on many businesses. Insurance agencies are no different. Agencies strive to attract new customers to continue to grow their customer base. Monitoring your online reputation can help you gain new customers for a cycle of continued growth. If you're ready to take control of your online reputation for your insurance agency , check out some of the perks in our latest blog! Send Automated Review Prompts BlueJay Reviews easily integrates into your existing POS or ISV system and sends out automated review prompts to new customers as they are entered into your tracking system. The customer has a text or email on their phone (which they're likely on at the time) ready to share their feedback. This is ideal timing because the experience is fresh and they are more likely to share accurate and relevant feedback. Get Instant Feedback The screen that prompts a review has the customer select to share their positive feedback or share negative feedback directly...
Post a Comment
Read more