How to Respond to Online Reviews

Live webinar

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 Revinate’s online reputation experts for a free webinar, as we discuss best practices for responding to positive, neutral, and negative reviews on TripAdvisor and other review sites.