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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!

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