Public reviews are one of the first things potential customers check when considering a brand, in this case, your property. That’s why property owners place great emphasis on receiving positive reviews on OTAs (Airbnb, Booking, etc.), as digital word-of-mouth is one of the most powerful marketing tools in the digital age. A positive review can elevate your brand, while a negative one can deter future guests if not handled properly.
The key is to view all reviews, both positive and negative, as opportunities for promotion, improvement, and building a trusting relationship with your guests.
How to Respond to Positive Reviews
Positive reviews are the online fuel for your digital presence, so don’t let them go unnoticed. Here’s how to respond effectively:
- Thank the guest personally: Mention their name (if available) and show that you genuinely appreciate their choice of your property.
- Be specific: If the guest highlighted something they enjoyed, such as the view, cleanliness, or location, acknowledge it in your response. This shows that you actually read their review and aren’t just replying automatically.
- Maintain a friendly tone: Your goal is not only to thank the guest but also to convey the hospitality style that future guests can expect.
- Invite them to return: A brief mention like, “We’d be delighted to host you again in the future,” strengthens the relationship and increases the likelihood of repeat bookings.
Example response:
“Dear Maria, thank you so much for your kind words! We’re delighted that you enjoyed the view and our neighborhood. We look forward to welcoming you again soon!”
How to Respond to Negative Reviews
Negative reviews can initially seem intimidating, but they can become valuable tools for improvement and communication. Handling them correctly demonstrates professionalism and strengthens trust with potential customers.
Steps for responding to negative reviews:
- Stay calm and polite: Even if the review seems unfair, respond without anger and with composure.
- Thank the guest for their feedback: Acknowledge that their comments are valuable and express respect.
- Provide specific solutions: If there’s something you can improve or correct, mention it.
- Invite them to return: Whenever possible, show that you want to provide a better experience next time.
Example response:
“Dear John, thank you for sharing your experience. We’re sorry that your stay did not meet your expectations. We’ve taken your comments about cleanliness into account and are working to address them. We hope you’ll give us the opportunity to host you again and provide a better experience.”
Conclusion
Responding to reviews is not just a routine task, it’s a strategic approach that can enhance your brand, increase guest trust, and generate repeat customers. With professionalism, sincerity, and a personal touch, every review -positive or negative- can become a tool for growth and promotion
