Get results: Respond to negative reviews
Potential guests don’t just read reviews when researching properties — they also read your responses. A whopping 91% of travelers say that responding to reviews improves their impressions of your hotel.
As for how to craft a good response to a not-so-good review, be sure to follow this formula
- Thank the guest by name
- Apologize for the lackluster experience they had
- Mention any changes you’ve made or plan to make
- Evaluate whether a follow-up is warranted
To see more tips and some sample messages, take a look at our blog post on responding to negative reviews.