This is an article from Tambourine
Whether scathing or glowing, every guest review is a golden opportunity for your hotel to shine or stumble. Guests trust other guests, and the reviews of past experiences at your hotel are one of the most influential factors that can impact future bookings.
You can’t afford to ignore bad reviews and hope they disappear. Nor, is it okay to simply write canned responses that lack a genuine concern for your guests. We understand it can be dismaying to read negative reviews about your hotel or your colleagues. Candid comments about a bad experience, bad service, bad food, or a bad room are hard to swallow. However, it’s more dismaying to know that one horrible (unanswered) review can stop a potential booking dead in its tracks.
Remember, travelers have the luxury of choice. They will form an opinion about your property within seconds, and a negative review can send them running to your competition instead.
Travelers turn to guest reviews to predict their own experience at your hotel. Your thoughtful responses have the potential to turn negative reviews into shining moments that make you more likable and worthy of a visit. So, make sure you always respond with wit, grace and true hospitality.
Here’s how to win with even the ugliest of reviews.
Cut the (Corporate) Crap
Not only are canned and corporate responses worthless, they can be downright infuriating. Nowadays, people expect transparency and authenticity from brands. So, if your response feels too uptight and reeks of corporate jargon, it will convey that you are only trying to save face, not that you genuinely care about your guests or their experience.
Instead, be original, sincere and tailor each response. Give whoever is responding on behalf of your hotel the freedom and flexibility to convey candor and personality when responding, while still remaining professional.