Reviews are important to any and every business, but this rings particularly true to businesses in the hospitality or travel industries. When we travel, we often take to the internet first to make sure our trip is the best it can be. We’ll look up everything from the hotel we’re staying in to the car rental company we’re renting from and everything in between.

When it comes to boutique hotel reviews, you only get one chance to respond to these reviews in a way that will be viewed as positive, professional, and caring to your guests.

Responding to great reviews is simple, and responding to negative reviews is rather straightforward as well. For great reviews, you’ll want to thank your guests, call them by name, and invite them back for another stay whenever they’re in the area. For negative reviews, you’ll want to address each of their specific concerns and how you’ll address these issues going forward. However, what do you do with a mixed review? There is a formula you can follow:

  • Thank and address the guest by name – First and foremost, you’ll want to thank the guest and address them by name. This shows you value their input and that you provide a personal sort of service at your boutique hotel.
  • Highlight their positive comments – A mixed review will have a little negative, and a little positive, creating a balanced review that many readers will naturally find trustworthy. Afterall, they’re being honest about all the positives and negatives of their stay. First address the positive comments, and start the response on a positive foot.
  • Address the concerns – After highlighting the positive comments, then address the concerns the guest may have or have had. Inform guests how you’ll fix these issues going forward.
  • Invite them back – At the end of your response, you’ll want to invite guests back for a chance to show them how you’ll make their next stay even better.

At OccupancySolutions.com, we know the power of a review for today’s boutique hotels. If you’re interested in making your review engagement the best it can be, contact us at OccupancySolutions.com today.