Should You Respond to Positive Reviews?
Hello from Zihuatenejo. I’m on vacation for a couple days at an incredible boutique hotel, La Casa Que Canta, and as I watch the boats bob in the ocean, I’m thinking about what I’m going to write in my hotel review when I get home. I love writing good reviews when I have a good stay because it’s the gift that keeps on giving. But should I expect a response when I only have positive things to say? That’s a question that I get a lot from hoteliers.
In fact, one of the reviews that was submitted for the last Online Review Clinic was extremely positive. It was written by a guest of Four Seasons Marrakesh. It reads:
“OMG! It must be a dream….because I felt like a queen.
Literally, my husband and I were the first guests to stay at this brand new property for three nights. Four Seasons does it again by going above and beyond our expectations and continues to make my family and I to stay at Four Seasons properties world wide during our vacations. Every arrangement was handled meticulously from the Four Seasons staff in Marrakech before check in and also during our stay. The true experience starts off by getting off the plane and swept away from private security at immigration and relaxing at a VIP lounge (while our bags and passports were being cleared) and then getting driven by a chauffeur to the hotel. We were then welcomed by VERY hospitable staff members at the property. The decor of the property complements Moroccan architecture and the details could not only be seen in the common areas but also in our suite. After drinking the fresh lemonade and mint drinks ( Moroccan hospitality drink) we were escorted and given details about the property till we reached our gorgeous one bedroom suite. The suite had beautiful floral arrangements, a fruit platter along with delicious dried fruit and assorted nuts platter (all of the above foods were replenished daily during our stay). Our view overlooked the pool courtyard and the private Four Seasons residences. The spa offered an array of treatments and the “1000 and 1 nights”- highly recommended. Our meals were flavorful and and the menus offered a great selection of worldly cuisines that we truly indulged.”
When this review was submitted to me for coverage in the review clinic, it was the first TripAdvisor review that the hotel received. As a result, my advice is to respond to the review. It’s great to show guests that staff, expecially at a new hotel, is listening for feedback. My general advice to responding to positive reviews is to respond to them as long as you can ensure they sound sincere and are totally tailored to the guest’s experience. Here is how I might respond to this one:
“Thank you so much for taking the time to share your experiences at Four Seasons Hotel Marrakesh. As a brand new hotel, we read our reviews closely and use them for both employee recognition and to ensure that any kinks that are reported are worked out immediately. I will be sure to share your feedback with the whole hotel, restaurant and spa team so they can see how their attention to detail and great customer service pays off. As you are now part of our hotel’s history, I hope you will return often to celebrate with us.”
If you want to learn more about responding to reviews or have a review that’s troubling you, please join our next review clinic on July 28th at 9am Pacific. Sign up here.