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How to Respond Online Reviews

2016-04-14

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Many reply only with the reviewer in mind, while the true audience lies in the thousands of visitors who will read the response while looking for a place to book a room in.

Research shows that these travelers are heavily influenced by what they read:

- 87% say that their impression of a hotel improves when they read appropriate replies (PhoCusWright, 2014).

- 69% even overlook bad reviews if the management addressed the complaints in their response (Wotif Group, 2015)

- Responding to just 50% of all reviews is linked to 6.8 percentage points higher occupancy rate

To answer all these questions and help you to write the most effective management responses we put together this guide.


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