Reply the guest review politely and effectively
The review was read by a guest, not just a guest who wrote. Here's a return example for a positive and negative review.
2014 TripAdvisor Studies found properties that responded to at least one 21% review more likely to receive a booking request than any property that never responded. The property that retaliates is more than half the review 24% more likely.
# # For a positive review
Say thank you, say the one specific thing that guests like, and invite them back.
Thanks for staying with us. Glad to hear you're enjoying your quiet room. We're waiting for our next visit.
# # For a negative review
Admit the problem, explain the repair measures without blaming the guests, and offer a direct line of communication.
Thanks for the input. I apologize for the hot water barrier when you were staying. Our team checked and fixed it. If you'd like, please contact us directly so we can help you further.
# # A habit that helps
- Reply in a day or two.
- Avoid the same answers for all reviews.
- Do not share the personal data of the guest in return.
# # Source
- Hositality Net, "Responds to Review Online Online Boiling Inquiries, TripAdvisor Study Research," 2014 ([Hostatalitynetorg] (-www.Hositalityne.org / news / 406803)