How to Write a Response to a Negative Review
Hoteliers know that regardless of how smoothly they attempt to run operations around the hotel, there is always the chance that a guest could have a negative experience. Even worse, the guest could detail the negative experience on a review site such as TripAdvisor. A hotel’s online reputation is extremely important since the majority of travelers will read through a hotel’s reviews in order to obtain a better idea of what they can expect if they choose that particular hotel. Do not be discouraged if your hotel receives a negative review. Instead, take the time to craft a well-thought-out management response. Here on some tips on how to respond to negative reviews:
1. Thank the customer for taking the time to write a review
Thanking a guest for writing a negative review about your hotel may not be the first thought that comes to mind when crafting a management response. It is, however, a friendly, and professional way to begin communication.
2. Acknowledge any positive comments
Though the guest may have given your hotel a low score and detailed a negative experience, there still may have been aspects of the stay they enjoyed. If the guest has listed anything positive about their stay, take notice. If they loved the breakfast at the hotel, acknowledge the comment and let them know the kitchen staff works hard every morning to prepare delicious meals for guests.
3. Apologize for the complaint
By apologizing, the guest will feel heard and that their complaints have not fallen on deaf ears. It may feel natural to want to provide a response defending your hotel, however it is important to be sensitive to the guest’s feelings.
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