How to Handle Negative Reviews | INNsider Tips-061

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In today’s INNsider Tip, I will talk about How to Handle Negative Reviews.

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Episode Transcript

(00:11):
Hey, welcome to Insider Tips.In today's insider Tip, I'm going to
talk about how to handle negative reviews. Attention all current and aspiring hotel,
resort, in, bed and breakfast, and holiday rental owners and managers.
Are you ready to take your hospitalityproperty business to the next level? Look

(00:33):
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(00:54):
financial management and staff training. Whetheryou are a seasoned professional or just starting,
this course is perfect for anyone lookingto grow their business and enhance their
skills. You will learn how tocreate a memorable guest experience and keep your
guests coming back for more. Whatare you waiting for? Enroll today and

(01:14):
start reaping the benefits of these successfulhospitality property business Almost three thousand respondents were
surveyed a both the importance of ahospitality property responding to online reviews. They
showed that eighty five percent of usersagreed that an appropriate management response to a

(01:36):
bad online review improve their impression ofthe property. Sixty four percent agreed that
a aggressive or defensive management response toa bad review made them less likely to
book at that property. Bad onlinereviews can have a negative impact on your
business, so it's imperative that yourespond to them. By doing so,

(02:00):
you can minimize the harm to yourproperty's reputation by making potential guests think more
highly of you, and it caneven repair your relationship with the unhappy reviewer.
It also shows potential guests that youtake your review seriously. Here are
a couple of things to keep inmind. Always research the complaint before you

(02:21):
respond. Never respond angrily. Didthe guests complaint before check out? Is
there a record of the complaint withyour staff? When responding to your a
guest, thank them by name,even if the review is nasty. Using
their name shows that you're taking thereview seriously. Apologize for the guests poor
experience. Remember, an apology isnot an admission of guilt or wrongdoing.

(02:46):
Compassion can go a long way.Three Tell them about changes you have made
or are going to make. Youcan do this by inviting them to email
or phone you, thus taking thediscussion offline. Don't ever promise any form
of compensation online to avoid setting aprecedent or to make it look like a

(03:07):
payoff, follow up with the guest, send them a personal email or note
again apologize or offering compensation if appropriate. And that's it for today's insider tips.
If you haven't done so yet,subscribe, And if you haven't joined
one of our groups yet, doit. You can subscribe at Keystone HPD

(03:28):
dot com slash Insider hyphen Tips andto find your best group option, visit
Keystone HPD dot com slash Private hyphenGroups. Well, that's it for today's
tip. Until next time, havea funday