Tuesday, September 24, 2019
Online reviews have a big impact on the reputation of your business. We know that travellers are using TripAdvisor reviews to inform their travel decisions, so what people read about you in reviews really matters. Being part of the digital conversation that’s happening lets you help shape people’s impression of your business.
Once you claim your TripAdvisor listing, you can add responses to customers’ reviews. Good responses to reviews show customers that you’re listening to their feedback and care about their experience.
A recent study published in the Harvard Business Review found that responding to reviews on TripAdvisor contributes to higher ratings. In fact, researchers observed that one-third of the hotels they studied increased their ratings by half a star or more within six months of posting their first response to a review. Also, a survey of TripAdvisor users found that 85% of users agree that a thoughtful response from management to a bad review will improve their impression of the hotel.
Here are some helpful tips for responding to TripAdvisor reviews:
- It’s a good idea to respond to both positive and negative reviews.
- Make it personal. Don’t just paste the same generic response each time. Address the specific points raised in the review.
- Use your response as an opportunity to let other potential customers know what action you’ve taken to address any complaints so issues won’t arise again in future or to share updates about any plans to add new amenities or services.
- Stay positive. Reiterate any compliments included in the review (ie: I am so pleased you enjoyed the complimentary hot breakfast. We love providing our guests with locally sourced meals, and the fresh baked muffins are always a hit). Avoid repeating any criticisms in your response.
For more information, see TripAdvisor’s help document outlining how to add a response to reviews on your business listing, including step-by-step instructions and best practices for responding.