How to Respond to Online Reviews
Your guests are talking about their experience with your property on review sites and OTAs. Prospective guests look for these reviews at a critical stage in the booking process.
Many hoteliers already know that responding to hotel reviews is important for bookings, and a 2014 TripAdvisor study offers resounding confirmation. It found that hotels providing a management response to reviews are 21% more likely to receive a booking inquiry via TripAdvisor than those who don’t respond to any reviews. And, properties that respond to over 50% of their reviews increase their likelihood of receiving a booking inquiry by 24% (compared to properties that do not respond to reviews).
It is essential for hoteliers to respond and interact with these guests for four reasons. By responding you can:
- Minimize the damage negative comments can do to your hotel’s reputation
- Recover service with unhappy guests
- Discover brand enthusiasts and turn them into promoters
- Learn more about your guests, so you can optimize your service and communications
Join online reputation experts from Revinate and the Dictionary Hostel in London, as we discuss best practices for responding to positive, neutral, and negative reviews on TripAdvisor and other review sites.