I was in Miami this week meeting with clients and almost everyone I met with asked me whether I think it makes sense to respond to positive reviews. My answer is a resounding “yes!” With so few hotels taking the time to respond to reviews, any effort on your part to show guests that you are listening and learning from feedback will go a long way. Here are some best practices for responding to positive feedback.
1. Thank the reviewer for taking the time to share his experience at your hotel.
People are busy and their efforts should be acknowledged. Here’s an example, “I just logged onto my computer and saw your review. It made my day! Thank you so much for taking the time to share your experiences online. It means a lot to me and the staff that you took the time…”
2. Show your personality.
A stale, template-like response sends the message that you’re just responding because someone told you to. A personal response shows you care. For example, “I am so happy that you enjoyed your spa treatment with Jodie. I can’t tell you how many times I walk past the spa and wish I could just slip in for a quick hour with Jodie…”
3. Let the guest know that you will share his feedback with your team.
Additionally, recognize any employees that were mentioned by name. For example, “I was so happy to hear that Charlie, the concierge, provided you with excellent dinner recommendations. (He’s my ‘go-to’ guy for recommendations as well.) I will be sure to share your feedback with him, and the entire team. They love knowing that guests appreciate their service.”
4. Encourage the guest to tell his friends and to come back.
Encourage him to ‘like’ your hotel on Facebook or follow you on Twitter to stay abreast of news and specials. You can say, “Please tell your friends about our hotel and come back to see us again. Follow us on Twitter for our weekly specials. We would love to see you again soon.”
While it’s not rocket science, it does take some time. But it’s worth it. I promise.
Did I miss anything? Let me know in the comments.