How To Respond To A Negative Review: A Breakdown of the Perfect Response

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How To Respond To A Negative Review: A Breakdown of the Perfect Response

  1. 1. How To Respond To A Negative Review: A Breakdown of the Perfect Response www.trustyou.com+
  2. 2. Responses Sway Travelers’ Opinions 78% 84% say that seeing a management response to reviews makes me believe that it cares more about its guests say an appropriate management response to a bad review improves my impression of the hotel Source: PhoCusWright’s “Custom Survey Research Engagement,” prepared for TripAdvisor. September 2012.
  3. 3. Writing a Response To A Negative Review In Three Simple Steps 1. Open With a Thank You Hotels+ should+ always+ let+ guests+ know+ that+ their+ feedback+ is+ appreciated+ and+ valued.+ Begin+ your+ response+by+thanking+the+reviewer+for+sharing+his+ or+her+feedback.++ + 2. Acknowledge and Address No+ doubt+ about+ it;+ a+ nega=ve+ review+ s=ngs!+ But+ suck+up+your+pride+and+apologize+for+the+nega=ve+ experience.+ Make+ sure+ to+ address+ the+ guest’s+ specific+ concerns+ and+ let+ them+ know+ what+ improvements+ you+ are+ making+ to+ ensure+ that+ future+ guests+ will+ not+ encounter+ the+ same+ problem.++ + 3. Sign off by inviting them back Invite+the+guest+back+to+rec=fy+the+situa=on,+and+ make+sure+to+sign+off+the+review+with+your+name+ and+ an+ appropriate+ way+ for+ the+ reviewer+ to+ contact+ you.+ It+ shows+ that+ the+ hotel+ truly+ is+ interested+ in+ ensuring+ its+ guests+ have+ a+ great+ experience.++
  4. 4. Let’s Break It Down: Here’s Your Negative Review Horrible stay… I wanted to enjoy my stay here. I really did. However, the hotel was a disappointment from the moment we arrived. One of the elevators in the lobby wasn’t working, so we had to wait forever to get upstairs with all our luggage. Then, there weren’t enough towels in the room, and our coffee at breakfast wasn’t even warm.
  5. 5. 1. Open With A Thank You Horrible stay… I wanted to enjoy my stay here. I really did. However, the hotel was a disappointment from the moment we arrived. One of the elevators in the lobby wasn’t working, so we had to wait forever to get upstairs with all our luggage. Then, there weren’t enough towels in the room, and our “First,(I(want(to(thank(you(for(your(feedback.(While(I(wish( coffee at breakfast wasn’t even warm. you(had(a(be:er(experience,(it(is(feedback(like(this(that(we( learn(from(and(use(to(improve.(We(work(hard(to(deliver(an( excep?onal(guest(experience,(and(it’s(apparent(in(this(case,( we(fell(short.((”+
  6. 6. 2. Acknowledge and Address Horrible stay… I wanted to enjoy my stay here. I really did. However, the hotel was a disappointment from the moment we arrived. One of the elevators in the lobby wasn’t working, so we had to wait forever to get upstairs with all our luggage. Then, there weren’t enough towels in the room, and our At(the(?me(you(were(staying(with(us,(one(of(our(elevators( coffee at breakfast wasn’t even warm. was(out(of(service(for(rou?ne(maintenance.(For(the( inconvenience(it(caused,(I(am(sorry.(The(safety(of(our(guests( is(a(priority(and(such(service(is(an(unavoidable(necessity(that( should(have(been(be:er(explained..”+
  7. 7. 3. Sign Off By Inviting Them Back Horrible stay… I wanted to enjoy my stay here. I really did. However, the hotel was a disappointment from the moment we arrived. One of the elevators in the lobby wasn’t working, so we had to wait forever to get upstairs with all our luggage. Then, there weren’t enough towels in the room, and our “If(you(give(us(a(chance(to(earn(back(your(trust,(I(can(assure( coffee at breakfast wasn’t even warm. you(that(your(breakfast(will(be(on(?me(and(your(towels(will( be(plen?ful.(I(would(be(happy(to(make(your(reserva?on( personally(and(and(see(to(it(that(you(enjoy(the(experience( that(so(many(of(our(guests(have(grown(so(fond(of.”+
  8. 8. Pulling It All Together A negative review on its own? Definitely a negative. But, with a proper response, it no longer looks so negative. Follow the three steps to responding to negative reviews, and chances are, you’ll win over the reviewer, and travelers reading your response. Horrible stay… I wanted to enjoy my stay here. I really did. However, the hotel was a disappointment from the moment we arrived. One of the elevators in the lobby wasn’t working, so we had to wait forever to get upstairs with all our luggage. Then, there weren’t enough towels in the room, and our coffee at breakfast wasn’t even warm. “First,(I(want(to(thank(you(for(your(feedback.(While(I(wish(you(had(a(be:er(experience,(it(is(feedback(like( this(that(we(learn(from(and(use(to(improve.(We(work(hard(to(deliver(an(excep?onal(guest(experience,(and( it’s(apparent(in(this(case,(we(fell(short.(At(the(?me(you(were(staying(with(us,(one(of(our(elevators(was(out( of(service(for(rou?ne(maintenance.(For(the(inconvenience(it(caused,(I(am(sorry.(The(safety(of(our(guests(is( a(priority(and(such(service(is(an(unavoidable(necessity(that(should(have(been(be:er(explained.(If(you(give( us(a(chance(to(earn(back(your(trust,(I(can(assure(you(that(your(breakfast(will(be(on(?me(and(your(towels( will(be(plen?ful.(I(would(be(happy(to(make(your(reserva?on(personally(and(and(see(to(it(that(you(enjoy( the(experience(that(so(many(of(our(guests(have(grown(so(fond(of.”+
  9. 9. Sources That Allow Public Management Responses Source' Source' 17u.cn+ Jalan.net+ AAtravel.co.nz+ ANA.co.jp+ kurzurlaub+ Lvping.com+ Atrapalo.com+ Qunar.com+ Ctrip+ Rurubu.travel+ DaoDao+ TOPHotels.ru+ eLong.com+ Expedia+ Travelbug.co.nz+ Travelocity.com+ Google++ TripAdvisor+ HolidayCheck+ Trivago.de+ Hostelworld.com+ Wo=f.com+ Hotels.com+ HRS.de+ Yahoo+Travel+Business+Japan+ Yelp.com+/Qype+ Ikyu.com+and+Ikyu.com+Business+ Zoover+
  10. 10. About TrustYou TrustYou’s+ mission+ is+ to+ posi=vely+ influence+ travelers’+decisions.+We+know+that+customers+ digest+ and+ leverage+ lots+ of+ opinions+ to+ make+ good+ choices,+ and+ we+ are+ passionate+ about+ be]er+ travel,+ tourism+ and+ hospitality+ experiences.+ + TrustYou+is+an+online+reputa=on+management+ company+ specializing+ in+ the+ hospitality+ industry.++We+aggregate+all+reviews+across+the+ internet+and+compile+updates,+sen=ment+and+ trends+ into+ one+ central+ dashboard+ for+ hoteliers+ to+ understand+ what+ is+ being+ said+ about+them+online+and+proac=vely+manage+its+ reputa=on.++ + We+ also+ offer+ hoteliers+ free+ survey+ solu=ons+ to+gain+more+reviews+and+push+them+to+sites+ like+ TripAdvisor,+ as+ well+ as+ marke=ng+ tools+ like+ the+ TrustScore.+ Learn+ more+ about+ us+ here:+ www.trustyou.com+ or+ contact+ us+ for+ a+ free+demo.+ +

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