Handling guest reviews professionally is a crucial part of maintaining a strong reputation in today’s hospitality industry. Whether feedback is positive or negative, the way a hotel responds can significantly influence public perception, guest trust, and future bookings.
Rather than panic over a negative review, consider how you can build upon your mistakes. Respond to negative reviews as they arise and make sure to affirm that you are doing everything within your power to ensure the same issue does not repeat. More essentially, make sure to solve the mentioned issue. You do not want to disappoint your guest twice.
Example of handling a negative review
Negative review example:
We arrived exhausted after a long flight and had to wait over three hours for our room. When we finally got a key, the room was dirty! Clearly, making a profit is more important to this hotel than taking care of guests. We won’t be back, and we recommend others to stay away too.
Good response example:
Dear Guest,
I am surprised to read your comments, as we thought we had resolved this matter while you were on the property. We did our best to accommodate your early arrival, and the moment we realized we gave you keys to the wrong room, we moved you to an upgraded room and extended a sizable discount.
Again, we truly regret the error. Feel free to contact me directly at the hotel if you wish to discuss further.
Kind regards,
Anna
When responding to a review, make sure you do the following:
- Thank the guest for staying at your hotel
- Thank them for taking the time to give their feedback
- Always keep a friendly and professional tone
- Address any negative feedback and outline any steps you have taken to improve
- Invite the guest to stay with you again.
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