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

1. Thank the guest by name
2. Apologize for the lackluster experience they had
3. Mention any changes you’ve made or plan to make
4. 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.

Read the blog post >>