If addressing guest feedback keeps you up at night, why not get inspiration from some of the best? Here are five examples of hotel managers responding to reviews like stars.
It’s no longer a matter of debate – in the world of hospitality, guest reviews have a signficant impact on a hotel’s reputation and future bookings. That’s why it is crucial for hotel managers to respond to reviews with professionalism, empathy, and promptness. In this blog, we will explore five exceptional examples of hotel managers who have mastered the art of responding to reviews and turned potentially negative experiences into opportunities for excellent guest satisfaction.
Make sure to pay extra attention to the tried and true strategies used in these cases since they are known to make a lasting impression, foster positive relationships, and ultimately, drive growth.
If you’re looking for more information, check our complete guide on how to respond to guest reviews.
#1 Recognize the staff
This Novotel hotel manager does a great job of thanking the guest for the review while also acknowledging the hotel staff. The housekeeper in question is positively endorsed, and the manager makes it clear that her work is appreciated within the hotel, which leaves a great impression. Not only that, but the guest is addressed personally, by her name, and invited back for another excellent stay.
#2 Offer a solution
Notice how heartfelt and enthusiastic this particular reply from Jessica L. is? Plus, she acknowledges the negative part of the review by announcing a solution. The negative has become a positive – and I want to try that new menu!
#3 Guests love compliments, too
In all fairness, it would be tough to write a bad reply to the glowing review below. But this manager really nails this particular response. It is so genuine and natural, and she even takes the time to complement the guests!
#4 Make useful recommendations
No one knows your hotel and its positive services and features better than you, so it’s essential to be involved in any guests’ journey and guide them. This manager offers a simple and short reply to an excellent review, but one that is helpful and shows interest in the guests’ wellbeing. He even makes a cocktail recommendation for the next time the guest decides to book a stay, which completes the review and its point of interest.
#5 Invite guests back
When responding to a negative review (although, in this case, it’s not entirely negative), it’s always important to apologize, address all specific concerns, and invite the guest back. This management response follows all guidelines for responding to a negative review and still remains authentic and sincere.
#6 How to Elevate Your Responses Effortlessly
It’s great to be inspired by others, but crafting stellar replies to each review is easier said than done. In practice, it means spending a lot of time addressing each review as a unique conversation.
Here’s where TrustYou’s responseAI will help you achieve efficiency and immediacy without making any amendments to your reply structure or tone. With our latest feature, you will reduce the time spent replying while keeping the human touch. responseAI is smart enough to detect a positive or negative review, personalize the message, translate, and just like that – it’s ready to review and send!
Get started now to see how much time and money you can save with responseAI!
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