Negative reviews happen. Every hotelier knows that you will never be able to please all of your guests 100% of the time. Still, knowledge just doesn’t take away the sting when you read a thrashing of your property online.
So, how do you respond? The key concept is to keep your audience in mind. Your response is less focused on that actual guest and more targeted at future customers. In a guest article on Mike Blumenthal’s website, Ted Paff of Customer Lobby outlines 3 steps to respond to a negative review:
1. Own the issue
2. Describe how future customers will not have to deal with this issue
3. Offer to fix the issue
These tips ensure that you stay positive and present a good image for potential guests. For more ideas on how to respond to negative reviews, check out the full article at: