In this article, we’ll show you how to handle the reviews you receive from guests, including the best way to reply to a review, both positive and negative, to create optimal resolution and reputation enhancement. Show Responding to guests’ reviewsGetting reviews is just the first step in building your property’s online reputation. How you respond to reviews is just as important, since this process represents your ongoing relationship with your guests. Travelers look carefully at the interaction between property and guests, using it to create an image of you. Our research shows that 85% of travelers agree that a thoughtful response to a review improves their impression of a hotel. There are very few things you can do that have an 85% benefit rate. Don’t miss this opportunity! That said, proper review response is not always simple. You have to be thoughtful, responsive, and conciliatory if necessary. We’ve prepared some basic tips to guide you. How to best respond to positive reviewsStep 1. Thank the guests.
Step 2. Be specific and personal.
Step 3. Be timely and keep it short.
Step 4. Emphasize the positives, within reason.
Step 5. Double-check before submitting.
Step 6. Encourage a return visit.
Example of a good response“Dear Nick, Thank you for your helpful feedback regarding your stay! We are thrilled to know that you loved the experience. Also, thank you for the kind words about our breakfast and staff service. We put a lot of thought into every dish we serve and are proud of our excellent staff. Your kind words reaffirm the hard work we put in every day. Thank you for choosing us and we look forward to welcoming you again soon. Sincerely, Jenny Kim, Guest Services Manager” Why is this response good?
What should not be included in a response?
Responding to negative reviewsUnfortunately, not all reviews you’ll get will be positive. Even the best properties can’t provide every guest with the perfect stay. At some point, a guest will complain in writing – and it will be posted on your property page. But there’s no reason to panic – even bad reviews are an opportunity if handled correctly. But you do need to reply quickly and strategically. Never ignore a negative review! Why respond to negative reviews?
How to respond to negative reviews?Step 1. Address the reviewer by name.
Step 2. Begin by thanking the reviewer.
Step 3. Apologize and sympathize.
Step 4. Take responsibility but defend your values.
Step 5. Make things right and show action
Step 6. Invite them to come back.
Please do not include your personal contact information such as phone number and email address in the response. Frequently Asked QuestionsCan I edit my response? You can easily edit your response through YCS. To edit the response on the YCS Mobile Application: Step 1. Open YCS Mobile App Step 2. Click on the More menu in the bottom right of the app Step 3. Select Reviews Step 4. Find and select the review you want to edit Step 5. Click “Edit this response” on the response you want to edit Step 6. After editing, the response should be displayed under the “Response pending approval” You can also edit your response on the YCS Website, but only ones that were rejected. To edit rejected responses: Step 1. Go to Performance tab and select Reviews Step 2. Select Rejected responses Step 3. Click on “View Response“, and edit the response directly on the text box. Step 4. You can edit the response directly on the “Edit your response” field Step 5. Once done, click on “Close” Since Agoda doesn’t allow personal contact information in the response, how can guests further communicate with me? Can you leave a review on booking?You can review an Accommodation that you booked through our Platform if you stayed there or if you arrived at the property but didn't actually stay there. How do I get Agoda reviews?To increase the number of reviews on Agoda, it's essential to encourage guests to share their feedback after their stay. Here are some ways to motivate guests to leave reviews: In-person requests: During check-out, politely ask guests if they enjoyed their stay and encourage them to share their experiences on Agoda. Are Agoda reviews anonymous?Agoda's take on reviewer privacy “For this reason, Agoda reviews are not anonymous, and all our reviews are verified using the guest's Booking ID to ensure accountability. Only the name used for the booking is used to accompany the review, and this cannot be changed. Can you edit Agoda review?You can respond to reviews but you cannot delete them. This policy maintains transparency. |