Y answer reviews ?
Be in control.
Answering reviews leads to increased bookings.
How not to be upset by negative reviews.
The customer is not always right.
On the first page of online search results a business lose an average of:
22% of lookers with 1 negative review
44% of lookers with 2 negative reviews.
59% of lookers with 3 negative reviews.
source Moz.com
I bet you look for reviews when buying something and are deterred by negative feedback.
A recent study found that 65% of travelers are more likely to book a property that responds to traveller reviews than one that doesn’t.
source Moz.com
How ironic that someone has complained and you have been exposed to hundreds of free £s advertising. Not just any reader but to a niche of people who are actively looking for reasons to book. The message is to turn a complaint or a compliment into an opportunity.
Reply within 48 hours. Don’t leave a negative comment hanging for all to see.
Always preface your reply by thanking the past guest for their review however, bad it is.
Your aim is to convert the reader to your side and not necessarily the complainant, to limit the impact it has on prospective travellers by showing that you care about resolving problems.
By being polite and courteous, you can turn a negative into a positive display of your professionalism for your future guests.
If you are seething, don’t respond immediately.
You always have one shot at responding. Any subsequent verbal or written response will not be published by Trip Advisor, Booking.com and any other review facility. You always have the last word.
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