Remember the last time you bought something online or looked up a stay for your vacation without checking out online reviews? Probably not. The world today is more technologically driven, and with the internet at almost everyone’s fingertips, protecting your reputation online is more important now than ever. After all, guest feedback is more often than not the first and sometimes the only thing potential guests look at before they make the decision to book a stay with you.
In this guide, we’re unpacking everything you need to know about managing guest reviews online. But before we get right into it, let us take a look at why guest reviews matter and how they can drive better results for your business.
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Why do you need good guest reviews?
When people spend their hard-earned money on a product, service, or experience, they tend to be honest, and sometimes brutally so. That’s exactly why others trust guest feedback as a key part of their decision-making process.
Guest reviews help potential guests decide whether your property is truly worth their time and money. Stellar guest reviews will have them scrambling to book your property to experience what you have to offer, while negative guest reviews will have them steering clear of your property and favouring your competitors. Plus, vacation rental platforms like Airbnb and other Airbnb alternatives usually reward properties that have great ratings with better placements in searches. More eyes on your property equals higher chances of securing good bookings.
How to encourage guests to leave positive guest reviews
Getting guests to leave a review isn’t always easy, let alone a positive one. However, with a little effort, you can increase your chances of getting guests to review your property.
1. Ask at the right time
Make it a habit to send guests a friendly message after check-out. It can be something as simple as “I hope you enjoyed your stay! If you have a moment, I’d love for you to leave a review about your experience.”
2. Make things easy
The last thing a guest would want to do after you ask them to leave you a review is browse through the web and click through several pages, trying to figure things out before they do. Therefore, make sure you include a direct link to the review page or give them simple instructions to follow so they don’t have to hunt for it.
3. Deliver exceptional service
The better the experience, the more likely guests will feel compelled to drop a positive review on your website. Improving cleaning operations for rentals goes a long way in ensuring your property is clean between guests. Using self-check-in solutions for Airbnb hosts and simplifying checkout can also make their stay less frustrating. Pro tip? Check out some of the best alternatives for Airbnb lockboxes!
Throw in a thoughtful welcome basket and provide them with a small city guide with hidden local gems to explore and you’ll have a happy guest ready to leave great reviews.
Your guide to responding to guest reviews
The way you handle guest reviews online speaks volumes about you as a host and the quality of service you offer. Here are the best ways to handle guest reviews.
Positive reviews
When you get a fabulous review, your response is a great opportunity to celebrate it and highlight the strengths of your properties.
1. Say thanks
Always start with gratitude to show the guest leaving the review that you value their pat on the back. After all, it’s good manners, and gratitude is a great way to create a sense of connection, making them more likely to rebook a stay with you.
A simple “Thank you for your kind words!” is enough to do the trick.
2. Highlight the good stuff
Reinforce what the guest loved about your property so other potential guests will know what they are missing if they don’t book a stay with you. For example, you could say, “We’re thrilled you enjoyed the garden view,” or “We’re glad you loved the welcome basket.”
3. Encourage them to return.
A line as simple as “We’d love to host you again on your next visit!” keeps the door open for repeat bookings and keeps you top of mind.
4. Show personality
The tone you use to craft your response matters. Keep it flat and boring, and people may feel like your response is not genuine. Don’t be afraid to sprinkle some personality into your response and even add emojis if that’s your style.
Now, let’s bring everything together in the following guest review example.
“Wow, Tony, thank you for your amazing 5-star review. We’re so glad you enjoyed the stunning views and delicious snacks in the guest welcome basket. Hosting you was such a pleasure, and we can’t wait to welcome you back on your next getaway!”
Negative guest feedback
Negative guest reviews sting, but they’re also an opportunity to show your professionalism and willingness to improve. Here’s the best way to handle them, as well as a few guest review examples you can follow.
1. Stay calm and thank them
It’s a bit tough to be nice after getting negative feedback, but starting with a polite tone goes a long way in helping you redeem yourself and win the confidence of potential guests. A simple “Thank you for sharing your feedback” is a great way to start and sets the stage for a constructive guest review response.
2. Acknowledge the issue
Let them know you take their concerns seriously and are working on a solution to be better next time. You could try adding something like, “We’re sorry the WI-FI wasn’t working properly during your visit. Our team has already arranged for an upgrade to ensure future guests won’t have connectivity issues.”
3. Highlight the positives
If they mentioned anything good, make sure you emphasize it so potential guests can see the upside of things and focus a little less on the negatives. You could say, “We’re glad you enjoyed the complimentary bottle of wine.”
4. Show you care
Where necessary, you could invite the guest to reach out directly so you can resolve the matter privately. You could say, “We would love to make it up to you; please reach out to our team,” or “Please feel free to get in touch so we can find a solution that works for you.”
Here’s a great guest review example response:
“Steve, thank you for staying with us and for pointing out how much you loved the location. I’m sorry the Wi-Fi didn’t meet your expectations during your visit. I’ve already arranged for an upgrade to ensure future guests have a seamless experience. I appreciate your feedback and hope we can host you again.”
For good measure, here’s another guest review example response:
“Thank you for your feedback, Jane. We’re extremely sorry to hear that your stay with us didn’t meet the expectations. We always prioritize hygiene and comfort, so we’re disappointed to learn that the property wasn’t in perfect condition when you arrived. We have shared your concerns with our house keeping team to ensure this issue is take care of and does not happen again.”
Frequently asked questions about managing guest reviews
Do I really have to respond to every review?
Yes, and it’s worth the time spent. Responding to positive guest feedback reinforces just how amazing you are and shows future guests that you value their experience and feedback. It also gives you a chance to highlight your property’s strengths, helping you attract more bookings.
However, it’s easy to miss guest feedback, especially if you use multiple platforms, and coming up with the perfect response without sounding insincere can leave you scratching your head.
Automation tools like those offered by RentalReady use intelligent, AI integrations like chatbots to automatically respond to your guest reviews. The best part? It can also identify common issues guests have with your property and suggest ways you can improve. The result? Better guest experiences and those stellar 5-star reviews you need to attract guests and rank higher on vacation rental listing platforms.
Can I edit or remove a negative review on vacation rental listing platforms?
Hosts cannot edit or delete guest feedback directly. However, responding to them professionally can give you a sense of control over the situation.
What if a guest leaves an unfair or fake review?
Simply reach out to the platform’s support team with evidence disproving the review. In your public response, be sure to remain professional and share your perspective respectfully.
What if a guest demands a refund in exchange for removing a bad review?
Simply report such behaviour to the listing platform on which the review was posted and provide a clear explanation of the situation.
Final thoughts
Guest feedback is not just a powerful tool you can use to give potential guests the confidence to book with you. It can also give you invaluable feedback on the quality of service you provide and how you can improve them.
By encouraging honest feedback, responding thoughtfully, and using guest review automation tools, you can easily take control of your reputation online and fill your calendars with bookings. The result? More money in your pockets.