Not everyone goes the extra mile—that I know for certain. But I believe the ones that do deserve better. Hotels who prioritise responding to reviews are bound to get more bookings and higher profit, if only they make the effort.
The Benefits of Responding to Your Guests’ Reviews
By choosing to respond to every review that comes your way (good or bad), you’re changing the pace of the hospitality game. Why? Because you’re interacting with your guests in a novel way and clarifying any positive perceptions.
You’re putting a face to the name, a personality to the brand, a heart to the hotel.
What’s more is that you’re actually saving money by doing so. According to Olery, 69% of people are willing to overlook a bad review if it’s accompanied by a response from management. Managing negative reviews, resolving issues and building rapport with your clientele goes a long way in your ROI. If you respond to just half of your reviews, you’re likely to see a 6.8% higher occupancy rate. Imagine how much your business will improve if you go for them all!
Respond to Reviews Efficiently with Olery
The Olery Dashboard is a nifty thing. With this, you don’t have to visit each separate channel one-by-one and respond to reviews individually. Instead, you can stick to the Olery page and see all the reviews as they come in.
Once you see the review, click respond and leave a management response. It’s utterly simple, and it’s meant to be! Olery has your back, and your reputation will reap the benefits. This way, you can spend more of your most precious resource—time—actually managing your hotel.
How to Write a Review Response That Will Get Your Hotel More Bookings
If English isn’t your first language or you’re not great with words, you’re not the only one. Learning how to write a meaningful review takes time, but it doesn’t have to be hard.
If you’re dealing with a positive review:
- Encourage your guests to remain loyal.
- Thank them by name and keep it personal.
- If someone’s a brand enthusiast, try turning them into promoters! Sharing is caring.
Now for the negative review:
- First and foremost, apologise (and mean it).
- Address the issue forthright. Don’t beat around the bush.
- Validate their feelings again and invite them back for a better stay.
Olery’s Cheat Sheet for Responses
Olery really has its clients’ best interests in mind. They’re vested in them, and that goes a long way in reputation (they should know; they’re the experts).
Their Ultimate Cheat Sheet for Responding to Reviews helps any hotelier snag the booking! It’s only one page, so you don’t have to take too much time out of your day to read it.
The guide features categories like “thanks,” “apology” and “invitation” that help guide you in your response. Of course, you should personalise a response whenever possible. However, these tips serve as a solid starting point for those that need them. Moreover, it helps put your management team on the same page to avoid any unsavory mishaps in the response realm.
A Helping Hand
I wouldn’t recommend something if I didn’t truly believe in its power. Olery has proven itself time and time again, for my own clients and those the world over. If you’re going to manage your online reputation and start responding to those dreaded reviews, this software has got you covered.
