How to reply to guest online reviews

Part.1

5 typical inappropriate reply methods

1. Copy and paste reply template

Some OTA operators are replying When commenting, I like to be lazy and either make a few sets of templates to use again and again, or just paste a reply.

2. A long reply at the beginning

The hotel reply displayed on Ctrip APP only has the first 2 lines, and the remaining reply text will be folded. The hotel should include key points, such as expressing apology or introduction to the guest. Facts/selling points should be reflected in the first two lines as much as possible.

If you start with something like the following without much meaning - "Dear guest! Welcome to xxx hotel. It is our honor for you to stay, but we cannot let you stay. It is our apology to be satisfied..." Then it may be difficult for the guest to be interested in "expanding" the full text of the reply.

3. Bragging in response to negative reviews

Even if the customer comments are full of anger, the merchant still praises how good he is in his reply and introduces his characteristics and selling points, which seems extremely Disrespectful to guests.

4. Slandering the guest as a competitor

When some guests are angry, they may exaggerate the hotel’s problems. Some businesses, without verification, directly say that the guest is a competitor. I wrote a malicious negative review.

5. Address guests by name

Ctrip guests’ reviews are displayed anonymously, with only the nickname of their Ctrip account, but some hotels address guests directly in their replies. Name will make the other party feel that their privacy has been leaked and violated.

6. Insulting and mocking guests

I believe this type of completely unprofessional behavior will not happen in most hotels. As a service industry, hotels are a basic necessity to comply with language etiquette. Even if there is no abusive language, cynicism should be avoided.

7. It takes a few days to reply

A hotel may have hundreds or even thousands of guests browsing the details page every day. For every additional hour that the unanswered negative review stays, The probability of being seen by other customers is greater, and negative reviews without reply may directly lead to the loss of a large number of customers.

Part.2

How to reply to negative reviews

1. Factual negative reviews on health, facilities, services, etc.

For guests Put forward a negative review that is consistent with the facts. The hotel itself does have problems. After discovering the review, the hotel should conduct self-examination in time. Issues that can be improved immediately should be dealt with as soon as possible. Improvement measures should be displayed in the hotel's reply in a timely manner and emphasize that they will not This happens again.

@Guest negative review: "Why give a negative review? The reasons are as follows: 1. There is a smell of barbecue fumes in the lobby and corridor at night. It smells very bad. You have set up a barbecue stall next to the hotel. The air was very bad! 2. The bed in the double room was so narrow that 1.2-meter beds were rare. I fell off the bed at night! ”

Error reply: Dear Guest, thank you for your stay! We are sorry for causing you an unpleasant experience. The hotel will make rectifications as soon as possible and hope you can come again.

Correct reply: "Dear guest, I'm sorry for not being able to provide you with a good experience. After receiving your feedback, we immediately investigated and made rectifications: 1. The problem of oil smoke in the lobby has now been completely resolved. When you checked in, due to the wind direction, the exhaust ducts were backflowed. We will arrange daily inspections by engineering personnel to ensure that this situation will not happen again. 2. The size of the basic twin room you booked is 1.2, which is also the most common size in the hotel industry. Due to the size of the twin beds, it is recommended that you book a superior twin room next time for a better experience. We sincerely apologize to you again and hope you can give us a chance to serve you again. ”

Reply ideas for factual negative reviews:

①Express apology

②Explain objective reasons without shirk

③Propose specific improvement measures

< p> ④ Emphasize how to ensure that you will not do it again

Note: The language of the reply should be as gentle as possible, and do not directly deny or reject the customer's appeal.

2. Subjective negative reviews such as cost-effectiveness and poor taste

This type of problem lies more in the perceived value of the guests, many of which are subjective. They may feel that their money is well spent. Not worth it. The hotel should not rush to preach to them when replying, but should also express a certain amount of apology while emphasizing the hotel's core selling points.

@Guest negative review: "The breakfast in the hotel is too bad! I walked around in the morning and couldn't find what I wanted to eat."

Error reply: "Most guests in our hotel say it is delicious. I wonder what you want to eat? Haha."

Correct reply: "I'm sorry that our breakfast does not meet your taste. Hotel buffet Breakfast includes Chinese and Western meals, from milk, coffee, freshly squeezed juice to yogurt, from steamed buns, rice noodles, noodles, porridge to bread, sandwiches, desserts, fruits, etc. Breakfast includes more than 60 kinds of meals, although there are many guests We praised the breakfast, but we didn’t do enough to satisfy you. The hotel will continue to upgrade the types and tastes of breakfast. We hope you will come back to taste it and we will definitely give you a different breakfast experience. ” p>

Reply ideas for subjective negative reviews:

①Express apology

②Add objective facts to let other guests understand that the review is subjective

③Express respect for guests’ opinions and determination to improve

3. Negative reviews that exaggerate problems or distort facts

Some guests deliberately find fault with the hotel in their reviews after having conflicts with the hotel. , and even deliberately exaggerate the situation of the problem.

Method 1: Completely distorting the facts is indeed a malicious negative review. The hotel can provide evidence and contact the business manager to complain to the platform.

Method ②: For negative reviews that are subjective but exaggerate the flaws, the hotel can first conduct an internal investigation to understand the complete story of the matter. If there is definite evidence to prove that the main responsibility is not on the hotel side, it can directly Respond politely with facts, and most guests will be able to tell what is right and what is wrong.

@Guest negative review: "The hotel is average. I have to check out at the end. The landlady said that I have to check out at 12 o'clock. I will be charged for checking out at this time. (Damn, I have to leave. , and they asked me to leave happily... I didn't say anything...) Although the money was taken away, the boss seemed a little unhappy, which made me feel uncomfortable." /p>

Hotel reply: Dear, I'm sorry that I couldn't give you a perfect experience. However, I hope you understand the objective situation. Hotel check-out is at 12 o'clock, which is also a common practice in the hotel industry. When checking out, the hotel front desk will contact you multiple times to remind you to check out. As a result, you slept in the room until the food came out at 6 o'clock in the evening, and you were not charged in the end. As a result, you came to give a negative review, which also makes us feel aggrieved. We hope you can also understand some hotels.

Reply ideas for negative reviews that deviate from the facts:

① Express apology

② Objectively and comprehensively explain the facts

② Let other guests Understand that the hotel is not entirely at fault

③Seek understanding from the guest and other guests

Part.3

Ways to respond to positive reviews

1. Reply ideas

When guests give full praise, the hotel should also remember to reply to express its gratitude for the guest's recognition. At the same time, it can also further strengthen its selling points through positive responses. Generally, you can refer to the following reply ideas:< /p>

①Thank you

Just express your gratitude concisely and sincerely. Don’t be too wordy, which will waste the “precious two lines” of the hotel’s reply exposed on the Ctrip APP. Common words are as follows:

"Thank you for your recognition of the hotel!"

"Thank you for your recognition of certain aspects of the hotel!"

② Strengthen the positive points

Refining Key points in guest reviews, such as good location, delicious breakfast, good service, etc., further derive and enrich these selling points.

For example, part of the reply to the hotel’s favorable location:

“As you said, our hotel is very conveniently located. It only takes xx minutes by taxi from the high-speed rail station/airport/bus station. It only takes xx minutes by subway. The hotel is only a 5-minute walk to the xx shopping mall, which is very convenient for dining, shopping for specialties, watching movies, etc. The hotel only takes xx minutes by car to the most popular attractions in xx city... ”

③Emphasis on core selling points

In addition to the positive points mentioned by guests, each hotel has its own core selling points, such as the hotel’s guest rooms with unrivaled night views, or the hotel’s The restaurant is particularly delicious. These are often the core selling points promoted by the hotel in daily marketing, and can also be added when replying to reviews.

For example, the reply content emphasizing the view, the core selling point of the hotel:

“In addition to what you mentioned, the night view of the hotel rooms is also one of the best in xx. From the sofa in front of the window, you can see the mountain scenery in the distance, and you can have a panoramic view of the neon night view of the city.”

④Looking forward to coming again

Expressing the hotel’s happiness for the guests’ recognition. , sincerely hope that the guests will have the opportunity to come again, the reply here can be sincere and simple:

"I have conveyed your praise to the colleagues and leaders who served you, and everyone is very happy! Come again next time xx City, hope to visit xx Hotel again, I believe we will give you a better hotel experience! ”

2. Things to note

It is slightly easier to reply to a positive review than to reply to a negative review! That's a little bit, but you should also have the following precautions to avoid giving other visitors a bad impression.

①Reply cannot be too late

Reply to negative reviews as soon as possible, and respond to positive reviews within 24 hours. We respect every guest’s feedback. Everyone tries to reply to all the comments of the day before getting off work every day, and checks to see if there are any new comments when going to work every day.

②The content should not contain typos

Some hotels have written a lot, but with so many typos, it doesn’t give people a good impression. Remember to check for typos and punctuation before we post your reply. If there are typos in previous replies, please remember to re-edit the reply.