Negative reviews don’t have to ruin your day. In fact if handled correctly, they can be a powerful tool. According to recent industry research, most travellers are critical thinkers who can have their opinions swayed if a negative review is addressed in the right way. Study data revealed that the way a hotel reacts to criticism can change a traveler’s opinion and even their actions.

Here is how you should handle your next negative review

1. EMBRACE THE NEGATIVE

• A negative review is inevitable at some point
• Listen to your guests — listening means accepting good and bad

2. RESPOND PROMPTLY

• The longer a negative review remains unanswered, the more people can be influenced by it
• Have someone scan and deal with reviews daily — ideally within 24 hours

3. UNDERSTAND WHAT THE GUEST’S CONCERNS ARE

• What is the guest concerned about? What are the key issues?
• Why is the guest reacting in this way?
• What did you do that triggered him?

4. ASSESS IF THE FEEDBACK IS TRUE

• Evaluate the feedback objectively!
• Is there any truth behind it?
• Is there an alternate perspective you might have missed?
• Is it something you should take a closer look at?

5. BE POLITE AND DON’T PLACE BLAME

• Always thank a guest for their feedback, be polite and don’t place blame
• Validate a guest’s concerns and accept responsibility where it’s due

6. REVIEW YOUR RESPONSE BEFORE YOU HIT SEND

• Always take a moment before responding
• Read over what you have written before you send or publish
  
  
  

7. LEARN FROM YOUR MISTAKES

• A guest’s perspective may alert you to a better or different way of doing things
• Ask youself:

-What have I learned about myself?
-What have I learned about others?
-How can I improve? What can I do differently from now on?

8. DEVISE A SPECIFIC CONTENT STRUCTURE FOR YOUR RESPONSE

• Ensure that your frontline staff are well trained
• Establish a structure of response. For example:

-Thank the customer for their time writing a review
-Acknowledge any positive comments
-Apologize for the specific complaint or issue
-Explain a specific, forward-looking plan of how you will fix the problem
-Invite the customer to come back

9. RESPOND TO POSITIVE REVIEWS WITH A PERSONALIZED MESSAGE

• Responding to the positive reviews can be invaluable as well
• Potential customers have shown they’re more likely to stay at a hotel with personal responses
  
  

10. RECOGNIZE RECEIVING NEGATIVE FEEDBACK IS A POSITIVE THING

• See negative feedback as positive, because it shows there are people who want you to improve
• Negative feedback also identifies growth opportunities
• It may not be pleasant to receive, but negative feedback gives you a different perspective to consider
• By learning from various perspectives, you can grow much faster
  
  

  Take control of your Reviews