Five Examples of Hotel Managers Responding Like Stars

Responding to reviews should be a breeze now, after getting through the simple guides on properly replying to positive and negative reviews. If the thought of addressing guest feedback still keeps you up at night, why not get some inspiration from some of the best?

Especially in the current hospitality landscape, one that is slowly recovering from a significant hit, engaging with guests is prone to be more important than ever before. Keep in mind that post COVID-19 travelers are very likely to display a more cautious behavior and to have different requirements from their hotel experience. This is why responding to their feedback in a timely, honest, and kind way, will weigh heavily and will ultimately make a difference in your hotel's reputation.

Here are five examples of hotel managers responding like stars. Make sure to pay extra attention to the tried and true strategies that were used in these cases, since they are known to make a positive impression.

1. Recognize the staff 

This Novotel General Manager does a great job at thanking the guest for her review while also acknowledging the hotel staff. The housekeeper in question is positively endorsed and the manager makes it clear that her work is appreciated within the hotel, which leaves a great impression. Not only that, but the guest is addressed personally, by her name, and invited back for another excellent stay.

Great Management Responses - Recognize the staff

2. Offer a solution 

Notice how heartfelt and enthusiastic this particular reply from Jessica L. is? Plus, she acknowledges the negative part of the review by announcing a solution. The negative has become a positive – and I want to try that new menu!

Great Management Responses 2 - Offer a solution

3. Guests love compliments, too

In all fairness, it would be tough to write a bad reply to the glowing review below. But this manager really nails this particular response. It is so genuine and natural, and she even takes the time to complement the guests!

Great Management Responses 3 - Guests love compliments, too

4. Make useful recommendations

No one knows your hotel and its positive services and features better than you, so it’s essential to be involved in any guests’ journey and guide them along the way. This Sofitel manager offers a simple and short reply to an excellent review, but one that is helpful and shows interest in the guests’ wellbeing. He even makes a cocktail recommendation for the next time the guest decides to book a stay, which completes the review and its point of interest.

Great Management Responses 4 - Make useful recommendations

5. Invite guests back

When responding to a negative review (although, in this case, it’s not entirely negative), it’s always important to apologize, address all specific concerns, and invite the guest back. This management response follows all guidelines for responding to a negative review and still remains authentic and sincere.

Great Management Responses 5 - Invite guests back

If you want to have even more control over future guest reviews and ensure more positive ones, we highly recommend checking out this guide on Tried and True Strategies for Post-Say Surveys or this one about the DOs and DON’Ts for guest surveys!

Catalina Brinza

Catalina is a social media and data enthusiast. At TrustYou, she's on a mission to bring the most out of travel and hospitality data. One day, she hopes to experience Japan's culture to its fullest.

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