No matter how great the accommodations and customer service, most hotels will deal with a negative review every now and then. Some may quickly choose to ignore the review or try to make it go away. However, there is a better way to go about dealing with negative reviews that can actually turn them into something positive.

Upon receiving the review, make it a point to respond as soon as you can. This will show the person who posted it (and others reading it) that your guests’ concerns matter and that you care about resolving the issue.

When responding, thank the guest for their feedback and be polite in understanding where they are coming from. Ask them what you can do to improve. Again, this shows that you care about resolving the problem.

If you feel that the review is warranted, think about what you can do to make it up to this person. This can regain their trust and turn their negative impression into a positive impression.

Last but not least, use the review as constructive criticism. Take what you learned from the person who posted the review and apply it to your hotel. Make sure that this type of review doesn’t come up again from another guest.

IcePortal helps clients manage and distribute visual content to over 11 million unique visitors a month on 1,000s of travel and local websites around the globe in nine languages. To know more about us visit our social profiles on Facebook, Twitter, LinkedIn or Google+; visit ICEPortal, or give us a call at (+1)954-893-6778. We would love to hear from you!
Let us contact you to get a FREE ROI ANALYSIS
  • Contact Us Now for More Information

  • Note: we only accept business email addresses, not public or free webmail services such as Gmail or Hotmail.
  • This field is for validation purposes and should be left unchanged.