the right strategy in responding...
'You take great pride in your business. You manage to keep your owners happy by consistently keeping their rentals booked and maintaining the property for them. You have many repeat guests and work hard to keep them happy. However, there will be times when you get an unhappy guest review online and how you address it can be extremely important to the overall success of your business. Online reviews don't have to be something you fear.
A study by BrightLocal states that 84% of the 2100 respondents said they trusted online reviews as much as personal recommendations. More significantly, over 74% said that positive customer reviews would make them trust a business more. Studies have found that the majority of online browsers will only read 2-3 reviews on average before making their decision, so having the right strategy of how to address and maintain your online reviews is very important.
So, how do you address an unhappy review? First, you must remain calm. Keep in mind that visitor took the time to leave a review, so you should validate their feelings. Leaving a short thank you will go a long way. If they had criticisms you will want to follow up. You could send them an email or call them to discuss their specific concerns. Ask them for details about their disappointments and let them know that you value their feedback. It can be used to help you improve the rental in the long run. If you believe their concerns are valid, you can share future changes you plan to do to the rental. This could win them over because they might want to return to see if you have taken the feedback into consideration. Keep in mind, that abusive reviews aren't going to help you. Many times these reviews will be vague, irrational or possibly contain profanity. If they contain profanity, you have every right to delete them. If you do delete the review, respond to the visitor and explain why you deleted their comments. Again, you will want to ask for specific details about their concerns but don't be surprised if they do not respond.
Regardless of the type of review, you should always respond within 24-48 hours. If you remain calm, collected and show real appreciation for their feedback, you will continue to help build a positive brand image. This could help in drawing in those future renters if they see that you value your guest's experiences. By responding to good and bad reviews you can win the consumer's trust and lead to better conversion over time.
At Lexicon Travel Tech we are providing cutting edge revenue management for vacation rentals, hotels, timeshares and resorts. We understand the importance of your online reputation and our team of dedicated Account Managers can help you with this and other strategies! We look forward to partnering with you.
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