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Bad Hotel Air BNB Reviews How To Respond-1
Bad Hotel Air BNB Reviews How To Respond-1
Reviews
Like ex-employees, travelers are less concerned about leaving negative
reviews because the chances of returning (especially if they've had a
bad experience) are not high. Therefore, careful consideration should be
taken regarding what to offer this group of people beyond kind words
and promises to do better in the future.
Many people will not visit the same city or country twice, so your
response to a negative review may be more for the benefit of future
visitors than the original customer. As with travelers (of which hotel
guests are a subset), the chances are good that a guest won't return to a
hotel if they had a bad experience there.
o Apologizes
o Explains how they deal with this issue
o Offers a solution to improve the experience
o Signs the message personally
Here's an example of a negative review about a circumstance that
was likely a one-time occurrence. Note how the manager responds:
This response takes into consideration not only the customer but
potential future guests who can see that the hotel is responsive to
complaints:
In this review, the customer describes a billing problem. Note how
the manager:
o Apologizes
o Volunteers to take action
o Invites the reviewer to email them personally
o Reiterates that the matter will be addressed
In this review, the customer describes a network and kitchen
problem. Note how the manager:
The response was made to clarify the customer and educate future
customers about their Airbnb process. It shows how they care for
their customers and to make their stay comfortable.
The Airbnb host also gave a discount to his clients. This shows a
considerate host. Future clients will see this attribute and
anticipate a good experience.
Image link:
https://www.tokeet.com/blog/how-to-handle-bad-reviews/amp/
As an Airbnb host, clients will complain about things that make them
uncomfortable. As an Airbnb host, you do not have to downplay bad
reviews of your customers, and it is essential to inspect your apartment
and make amends.
In responding to your customer, you have to plead with them and show
that you will take action to correct any fault. This enables future clients to
trust you and book your apartments for use. Looking at the review below,
the host highlighted the client's complaint.
You should always treat customers with the utmost respect. Do not
make the customer feel it was a mistaken lodging in your apartment.
Response to bad reviews should be welcoming and accommodating,
and this will give them a chance to revisit your apartment.
In this review, the customer complained about the dirty condition of the
apartment and poor ventilation. Note how the manager responded:
In this review below, the customer complimented the apartment, but the
issue was the size of the apartment.
The manager appreciated the client for the honest review. The review
was a constructive criticism, comparing the apartment to US apartments.
Every Airbnb guest review has the option to be answered by the host.
Here's why you should never pass up this chance.
On your Airbnb listing, the reviews section is the most prominent area.
Even though you strive to provide a fantastic guest experience, you have
little influence over what your visitors will say in the reviews. However,
you are in charge of how you react to these reviews.
Responding to reviews does not take up to a minute, but it plays a vital
role in how potential customers think about you. This involves how well
you respond to negative reviews. You can start by responding to good
reviews and appreciating them for their patronage. In responding to
negative feedback, you need to do the following:
Respond quickly
Treat all reviews immediately. Negative reviews should be treated
urgently. You need to correct misconceptions, plea where necessary,
and set things right with your customer. Delay response can paint your
bad in the minds of customers and potential customers, and there should
be no excuse for a late response.
Always be brief
When responding to negative reviews, ensure your responses are brief
and concise; do not write jargon. Your customer should be able to
understand the message you are passing.
It is normal
Every entrepreneur, owner, and the host receives unfavorable reviews. It
is a component of the enterprise. The best services are the only thing
you should strive to provide. There will be days when you receive
positive evaluations and days when you receive bad reviews. Simply
responding calmly to each review is the best course of action.
Be Professional
Do not overreact and lose your temper, as this can influence your future
reservations. Remember that reviews are irreversible. In a very
objective, professional approach, address the issue your guest was
complaining about and say how you will fix it.
Final Thoughts
It is essential to know that sometimes it is hard to please guests, and this
can you them dropping negative reviews. This should not discourage
you. Do not be afraid of guest complaints; instead, use them for your
favor and improve your services.
You need to be prepared to tackle customer reviews and change their
perspective on your brand. Always remember that your response to
negative reviews will help you win new customers.