That business can respond to reviews on sites like TripAdvisor and Booking.com is an old hat and many hotels do a fine job responding to their guests’ reviews.
However, not all people realize how powerful the management response can be. Many reply only with the reviewer in mind, while the true audience lies in the thousands of visitors who will read the response while looking for a place to book a room in.
- 87% say that their impression of a hotel improves when they read appropriate replies (PhoCusWright, 2014).
- 69% even overlook bad reviews if the management addressed the complaints in their response (Wotif Group, 2015)
- Responding to just 50% of all reviews is linked to 6.8 percentage points higher occupancy rate (TripAdvisor 2015)
However, responding to hotel reviews in a efficient and professional way is no easy task. We receive many questions on this topic, such as “Do I have to respond to every single review?” or “What can I say when the guests complains about the room being small?”.
To answer all these questions and help you to write the most effective management responses we put together this guide. And because we know you’re busy, we kept it as short and practical as possible.