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Regardless of where the review is – Google, Booking, Tripadvisor, Facebook, Agoda, etc. – is always better reply, whether the review is good or bad.

Replying to reviews show to your customers that you take care of their opinion and allows you to increase your sales and minimize the damages of a bad review.

If a guest leaves you a five-stars review, you can take the chance to improve your image and brand reputation. Here’s why:

  • in the real life if your guest makes you a compliment you would say thank you at least. It’s only a question to be polite. Online the compliment is public and reply to him amplify the result;

  • it’s estimated that the 92% of consumers read online reviews and that includes also potential customers. Replying to the review gives you the chance to speak also to these people too and you can make some subtle marketing.

  • By replying properly, you can improve the SEO ranking of the review and help the review show up in search results for your business.

How to reply to a positive review

Step 1: thank the guest for the positive review and be specific. If they mention someone of your Staff, for example, ensure that his/her name will mention in your reply.

Step 2: Use your business name, the category and mention your location in your reply. This will help the positive review appear in search results.

Step 3: Try to add a little marketing mentioning, for example, some offers or promotions that you’re doing.

Step 4: Invite guests to return, use another service that he/she can find in your hotel, resort or villa, or spread the word with their friends and relatives.

More important than replying to a positive review it’s replying to a bad review. You cannot just ignore it, but try to get the chance to show to the potential future guests that you take care of your clients and try to offer always a better service and ensure that this or that problem won’t happen again in the future.

How to reply to a negative review

Step 1: Apologize and show the guests that you are sorry about their bad experience, also if it’s unfounded.

Step 2: Insert a little marketing and explain what your guests usually experience.

Step 3: Try to move the conversation offline providing contact info with someone of your Staff so they can discuss the problem in person.

Step 4: Keep your response simple, short and sweet.

Step 5: Don’t include the business name or relevant search keywords in your answer.

Our Team is able to assist the owner and his Staff with online marketing such as responding to reviews, social media, listing claims and review management. We reply to reviews all the time, every day to ensure the growth of your business brand reputation.

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