Responding to Hotel Reviews: Replies We Like (Tip 5)
Despite all my advice, there are a whole lot of hotels doing reputation management well. Here are a few examples of replies I like. They may not all be perfect, but there’s something really authentic and appealing about each of them.
Here are two from the same hotel. I like these because they feel natural and enthusiastic. This person likes working at this hotel. It makes me want to visit.
"Thank you so much for taking the time to write such great things about our hotel and service here at…. We are truly happy to hear that you enjoyed our amenities and had comfortable stay with us. We hope to see you again on your next trip to New York!"
"Thank you for sharing your experience with us. Guest satisfaction is our number one goal and there is nothing better than achieving that! We are happy our hotel and staff met all your needs during your stay! Our location is second to none! We are just close enough to… attractions but a few blocks from the hustle and bustle to give our guests some relaxation. There is nothing that makes us happier than hearing that you will return on your next visit!"
I like this one because it feels authentic and professional, and it offers a direct phone number and encouragement to continue the conversation.
"Thanks for sharing your experience with us as we are delighted to see your positive feedback regarding the décor. It is unfortunate to hear that your experience with our management team was not satisfactory after addressing this personally with you. Kindly please contact us directly at XXX-XXX-XXXX so we may discuss further. We look forward to hearing back from you."
Tip #5: If you’re unsure about your response style, do some reading. Find hotel reviews you like—and look at replies to both positive and negative reviews. Either way, strive for authenticity as much as possible.