Responding to guest reviews: top tips

Did you know that the way you respond to a review can be more important than the review reviewsimageitself? Our studies suggest that, whatever their rating, reviews on adverts with responses get an average of 12 per cent more enquiries than those without.

Tips for responding to reviews:

  • Respond as soon as you can but make sure you have carefully considered your response before submitting it. Don’t forget to check it for spelling and grammar.
  • Once you’ve written your response, sleep on it and look at it again with a fresh pair or eyes in the morning; you’ll probably find that you end up changing it again for the better.
  • Ask a friend or family member to read it. They might spot something you’ve missed and offer an alternative perspective.
  • Try not to say too much: just thank the guest for their feedback and suggestions, apologise if necessary and address the main points. Try to keep your response to a few paragraphs and keep it shorter than the review itself if possible.

Here are some examples of good responses to reviews.

A great review:

“We just wanted to say thank you for a great holiday at Rose cottage. You’d thought of everything right down to the travel games for the kids in the welcome pack. Everywhere was so clean and the outdoor shower was great for cleaning up after a day at the beach! Just a shame we had more rainy days than sunny ones but we will definitely be back bring better weather next time! We’re recommending it to our friends too.”

Response:

“Thank you for leaving such lovely comments. It was a shame about the few rainy days that you had so I hope you put those games to good use! We’re glad that you enjoyed your holiday and will look forward to seeing you again”.

✔ The responder shows they are polite in thanking the reviewer for their comments from the outset

✔ They’ve addressed the issue of the weather and turned it into a positive by highlighting that they have board games at the home for rainy days

✔ They have reinforced that the guest had a great time despite the weather and welcomed them back to encourage a repeat booking

A not-so-great review:

“We were so disappointed staying at this apartment. The microwave was broken when we got there so we couldn’t use it which was really inconvenient. When we arrived it was so windy and cold so we couldn’t go to the beach and loads of places were closed. The theme park was shut and so was the zoo. We couldn’t find many places to eat out so ended up cooking at the apartment most nights. Everyone was so bored there was nothing to do at all. It says on the advert that the pool would be heated but it wasn’t so we couldn’t use that either. All in all, I wouldn’t recommend it to anyone.”

Response:

“Thank you for your comments. We’re so sorry that you didn’t enjoy your holiday. We do say in the advert that the pool is heated but only from May to September and your stay was in early October. We do offer great deals when travelling out of season but warn our guests that some local attractions may be closed. There are many beautiful walks nearby and local restaurants that are still open. Unfortunately, we were unaware that the microwave was not working so we thank you for pointing this out to us and apologise for any inconvenience it may have caused you. We have now replaced it with a new one.”

✔ The advertiser has thanked the reviewer for their comments and the response is concise

✔ They’ve addressed the main issues regarding the broken microwave and the fact that the guests chose to stay out of season

✔ They are managing the expectations of future guests who may choose to book out of season and have said they will replace the microwave

✔ The guest complaint has been acknowledged and an apology given where necessary

Need help collecting reviews? Find out more.

Leave a Reply

Your email address will not be published. Required fields are marked *

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>