ReviewPro Guide: How to Respond to Online Reviews

“In my experience, hotels that reply to all feedback – positive and negative – engage the most people are become most successful. Responding to all reviews shows you’re listening and caring about what the guest thought.” – Michele Perry, TripAdvisor

Much is said about the social web providing opportunities for “conversations” – but you have to remember that any conversation goes two ways. If guests are writing about you online, then you also need to be carrying part of the conversation. You need to pick up on what they’re saying, and continue the conversation from there. On review sites, it is important to show potential guests that you are listening to customers’ concerns and taking their feedback seriously.

For these reasons, we recommend responding to guest reviews online whenever possible. Our latest guide – How to Respond to Online Reviews – will explain practical steps to take in doing this.  In it, Josiah Mackenzie outlines all you need to know about responding to reviews:

Download: How to Respond to Online Hotel ReviewsDownload Guide: How to Respond to Online Reviews

  • Why review responses are so important
  • What sites allow you to respond to reviews [Chart]
  • Basic tips for responding to reviews
  • How to respond to positive reviews
  • How to respond to negative reviews
  • How to respond to Twitter reviews and mentions
  • The best way to reward reviewers and brand evangelists