Handle reviews to reduce the impact of negative publicity.

1. Handling Negative
Reviews Of Your
Vacation Rental Property

2. Why negative reviews matter?
 While a good review can put you on the map, a
bad one can put you off it.
 Criticism brings new development to your
notice
 Inform you about improvements
 Criticism is a challenge, try and overcome it
“The trouble with most of us is that we'd rather be
ruined by praise than saved by criticism.”
- Norman Vincent Peale

3. Be Objective...
 Managing a VR is not easy
 Takes a lot of efforts and passion
 Even so, there could be areas of
improvement
 Natural to be angry but avoid being
defensive
 Take it as a constructive feedback

4. Hear what is unsaid...
 Figure out the implied
 There is more to the review than what
meets the eye
 Make amends
 If an aged guest complains about not
getting a room on the ground floor,
incorporate corrections in your next
booking

5. Take ownership...
 Don’t ignore a bad review
 Respond to it
 Let your customer know you’ve heard
them
 Be polite even if review is unjustified
 Keep replies personal, auto-generated
replies convey you don’t have time for
grievances

6. Showcase improvements...
 Suppose a reviewer pointed out you
should have a play area for children
 You went ahead and added it
 You should reply to the reviewer with
the images and thank them for their
suggestion
 This gives reviewer a sense of pride
 It conveys yours sincerity to other
readers

7. Recall reviewer’s memory
 During his stay, the guest might complain
about something
 You do what you can while they are there
 There is not enough time to fix what the guest
is complaining about
 Still he goes on to give you a bad review
 Don’t be defensive, politely point out the
measures you took
 This will calm the reviewer and inform the
readers that you tried!

8. Be courteous...
The guest might not complain during his stay,
and give you a bad review
 Although you didn’t get a chance to make
amends, send them a gift coupon over email
 Also ask permission to send them a gift basket
on the address they have shared while booking
 Reply to the review pointing out these efforts
for other readers to see
 To avoid a bad review, take the initiative to ask
the guest for feedback at checkout

9. You can’t make everyone happy...
 If positive reviews exceed the negatives, then
don’t be dejected
 Everyone gets a bad review every once in a
while
 A pro such as closeness to nightlife can be a
con too for guests requiring peace and quiet
 Set expectations right while marketing your
property

10. Report abusive or spam reviews...
 In cut-throat competition, competitors might
float a rumour
 Report fake, abusive or spam reviews
 Use this option with care, misusing it may
bar your property from the listing portals
 If a review doesn’t meet the standards set by
the portal, it might remove the review without
you reporting it

11. Thanks...
Please visit
RentalTrader.com to book
your next vacation