How to break the bad reviews of the hotel? This is the most complete reply, copy and paste and use it!
When it comes to hotels, there is a scene that everyone has encountered, that is, bad reviews from customers and reviews on hotel OTAs, which are a very important part of the hotel, and it is also a headache for many hotels.
Relevant research shows that 81% of consumers browse reviews before booking a hotel. When a hotel has no reviews or has less than 50 reviews, the order conversion rate will be 80% lower than the industry average.
When booking a hotel, the vast majority of guests will spend more time reading the hotel’s reviews in addition to looking at the hotel’s basic information and facilities. Guests may check into the hotel because of a good review, or they may be dismissed because of a bad review. Choose Other.
Replying to a bad review by a hotel is like lifting a public opinion “PR” crisis. If you reply properly, not only can the guests with negative reviews turn “black to fans”, but also the guests who browse the negative reviews can turn to fans on the road, increasing the conversion rate and repurchase rate.
Today, I will talk with you about how hotels should deal with bad reviews, and how should they use bad reviews to build word of mouth?
01
Why do customers give bad reviews?
First of all, the hotel should pay attention to every bad review, which is a mirror for the hotel to self-censor.
From the customer’s point of view, why are guests willing to spend time and energy writing a bad review on the platform? The reason is nothing more than a poor check-in experience, and the hotel’s service facilities make customers unsatisfied (excluding malicious bad reviews).
To mitigate the negative effects of bad reviews, hotels must respond to bad reviews in a timely manner (best within 24 hours).
A survey shows that more than half of the guests will pay attention to the negative feedback. They hope that their needs will be taken seriously by the hotel, and they want to know whether the hotel has taken improvement measures in response to the feedback. The sooner a hotel responds to a bad review effectively, the less impact the bad review has on the order conversion rate.
02
Common types of bad reviews and countermeasures
In the event of bad reviews, the hotel must first communicate with customers patiently, soothe their emotions, and express their gratitude to the guests for their arrival and suggestions. Explain the misunderstanding or sincerely apologize according to the actual situation, and propose improvement measures.
Common negative reviews generally fall into the following three categories:
Category 1: Factual bad reviews
Generally, for negative reviews that are consistent with the facts, the guests are very angry, and they will post pictures as factual evidence. This kind of review content with rich pictures and texts is often arranged in a relatively high position by the system. The impact of browsing guests is very strong, and it is very easy to cause the loss of guests.
For guests who put forward negative reviews that are consistent with the facts, the first thing the hotel needs to do is to conduct self-examination in a timely manner and pay attention to the specific problems raised by guests. It should be dealt with as soon as possible, and the improvement measures should be displayed in the hotel reply in time, so as to appease the guests’ emotions, and emphasize that this kind of situation will not happen again.
The second category of bad reviews: bad reviews that do not match the facts
Some guests give bad reviews to the hotel because of misunderstanding, some guests exaggerate the shortcomings of the hotel because of dissatisfaction, or deliberately hide some facts in the description, which will cause misunderstandings by unwitting guests.
When encountering such an evaluation, the hotel should first conduct an internal investigation from the person to the object, clearly understand the complete process of the matter, and when there is definite evidence to prove that the responsibility is not on the hotel side, respond politely with facts and issue a reply for clarification, and the content is guaranteed to allow browsing and evaluation. Your guests can tell right from wrong at a glance, be careful not to accuse the reviewer of lying or exaggerating!
The core of the response is for the hotel to let customers know that their opinions are important, and let potential customers understand why they should choose your hotel and not other hotels.
Category 3: Bad reviews without specific reasons
Some guests do not give specific reasons, just express dissatisfaction, for example: I think this hotel is very general.
For this kind of bad review, the hotel should not be in a hurry to defend it. You can humbly ask to understand the detailed reasons for the bad review, and tell the guests that if they have any questions, they can consult the front desk in time.
Reviewing and replying is not only an operation, it is also a part of hotel services. If you reply to every guest earnestly and sincerely, the other party will naturally see your intentions.
Reply process for hotel bad reviews: thanks - apology - attention - changed - expectation - blessing
03
Vocabulary reference for responses to negative reviews
The reasoning is very clear. Finally, I will share the words of the bad review reply for your reference~
- Ambiguous negative reviews
Dear guest, we are very sorry for not being able to satisfy you, for which we are very sorry. Please allow us to bend down 90 degrees collectively to offer our apologies to you, and please rest assured that you will be satisfied next time you come to live!
- Bad reviews without a reason
Dear, seeing your 1 point and 1 star, we are really hot in our eyes and painful in our hearts. If you have any questions, you must ask them, and we will improve them~
3, the front desk service is not good
I’m really sorry! Due to the huge number of guests staying recently, the ladies at the front desk are so busy that they forget to smile when serving you. It is indeed our negligence. We will use stricter regulations to improve the quality of our services. I hope to give you a perfect stay experience next time, thank you for your support!
- The service is not in place and not timely
Recently, our hotel has recruited a lot of new employees, who are not very familiar with the business, and many of them are interns. We are very sorry for your feedback, we must make corrections in time, strengthen management training, improve service quality, and ensure better service for your next stay~
- Tucao room is small
Homestay: Although the small shop looks small, it has all the internal organs. If you feel depressed, you can go to the bar in the lobby, I will accompany you for a drink, and we will chat together, there are stories and wine~
Hotel: If you don’t like this room type, you can try other room types next time, such as our xxx and xxx rooms, both of which are xxx. The smallest room in our room is also 20 square meters, mainly because the bed is large. I want everyone to sleep more comfortably, so it feels smaller, but the total area is not small. I look forward to your next visit to choose a different room type to experience, and the decoration style is also different~
- The room has peculiar smell and hair
We are very sorry for your feedback on hygiene issues! All along, we have attached great importance to the hygiene of the guest rooms, and devoted most of our time to hygiene inspections. The odor situation you described this time should not happen! We have strictly asked the housekeeping staff to pay more attention to hygiene details to ensure good ventilation in the rooms. Thank you for taking the time to give us your valuable comments.
7, Tucao sound insulation is poor
We sincerely apologize for the interruption you experienced. The reason why we built the hotel in the downtown area is for the convenience of the guests. Next time you come to stay, let us know and we can provide you with a quieter room.
- Tucao price is too high
Our hotel prices are in line with other types of hotels in the area, and with extra xxx services, it’s definitely a great value for money. We are very sorry that it did not meet your expectations. Next time you come, be sure to take you to experience our ace product xxx in depth, so that you can return with satisfaction.
- Breakfast is not to taste
Hello, I am the manager of xx hotel. I am sorry that our food does not meet your taste. Next time you come to the store, you can try our popular food, or I will recommend it to you. Thank you for your opinion and wish you a happy life!
- There is a problem with the food
I’m so sorry! We take your feedback on the ingredients very seriously. The ingredients we use are purchased on the same day and are absolutely fresh. I hope you can contact us about this issue to verify the matter, and we will definitely give you a satisfactory result.
- Malicious bad reviews
Thank you for placing your orders many times, and for providing bad reviews for our hotel consistently. For us, bad reviews are a reminder to keep improving, not a tool to be coerced. We will work hard to improve our services and reduce negative reviews, but we will never use money to buy bad reviews.
Thousand pointing fingers, head bowed as a willing ox! Although the hotel is small, we will take bad reviews seriously and work hard to correct them! At the same time, it will never bow to professional critics! Purify the competitive environment, start with me!
There is no product in the world that can be 100% satisfied by everyone. It is a meticulous job to be a hotel, and there will be bad reviews if the store is open for a long time.
As long as the hotel does a good job of impeccable basic services and treats every customer seriously, the hotel can not only satisfy the guests, but also be amazing, so as to obtain the five-star praise from the guests’ hearts.