Property Management & Consulting Blog

How to Respond to Negative Reviews of Your Small Hotel

Negative reviews are not something we all want for our small hotel. However, we need to change the way we think about them. Negative reviews can be a good way to learn and make improvements. Here is how to respond to negative reviews of your small hotel.

1. Always Thank the Guest

When responding to negative reviews of your small hotel online, always thank the guest by name. You are thanking them for taking the time out of their day to leave valuable feedback about their experience that you can use to improve. Responding to bad reviews this way is also great for mitigating the negative effects of the bad review.

2. Apologize

When we apologize, it is not necessarily an admission of guilt or any wrongdoing. Instead, we are apologizing that the guest's needs were not met on their visit. We need to express sympathy when responding to this type of negative review and let them know that you understand that their expectations were not met, and you will work on improving guest services in the future.

3. Mention the Changes You Will Make

Another great way to respond to negative reviews is by mentioning the changes you expect to make. It is a great opportunity to avoid any future conflict there may be while inviting the guest to contact you in the future to make the situation right.

Never promise any form of compensation online because this can easily set a precedent, and others will expect it if they leave bad reviews.

4. Evaluate Follow Up

If you still have the contact information for the guest that left the bad review, consider sending them a personal email directly. You can apologize and offer them compensation this way if that is warranted.

When you read the review, you should also think about what the guest is saying and decide if it is a problem you can truly fix, if other guests may have had the same problem, and if it is a problem that can likely be repeated in the future.

When to Respond

Now that you know how to respond, let's quickly cover when to respond to negative reviews. Always respond as quickly as possible because this is the first step in repairing your relationship with the guest.

If you want more tips or are looking for ways to increase your occupancy rates, contact the professionals at Occupancy Solutions, LLC.

Key to Finding the Best Residents for Your Community

As a property manager, you may find the notion of renting a space quickly favorable because it means you are putting money in the bank faster. While you don't want any space to remain vacant, you also don't want to have to evict a resident in the near future. For this reason, it makes more sense to take your time and find a good resident for your community.

The Importance Of Resident Testimonials In Marketing Your Apartment

There is nothing more convincing than the testimonies of people who have actually experienced the best things about your apartment. You would be surprised at how much other people value these opinions when looking for a new home! That is why if you have not gathered any resident testimionials yet, now is the time to start. To help you, here are some things to keep in mind.

Training Your Team To Handle Challenging Community Members

Many different personalities will make up a community, and not all of these will be easy. Training your team to be able to handle conflict or more challenging personalities effectively and positively is important to maintaining that authentic and harmonious community feel. A few points to include in your employee training are:

Simple Ways To Create A Personalized Guest Experience

A personalized guest experience is a major want for many travelers today. Whether traveling for business or leisure, they want to feel like they’ve stepped into a home away from home even if it’s their first visit to a particular hotel. They want that comfort, relaxation, and attention that shows that they’re being well cared for.

How to Onboard Employees for Your Small Hotel

Since the start of the pandemic, the hospitality industry has definitely gone through a few changes. Cutbacks and layoffs were common, and now that things are going back to normal, smaller hotels are finding it hard to reopen as they have problems finding people to hire.

How Recaps Can Fill Out a Team Meeting Agenda

For more effective management, you should provide team members with a recap of the day at the beginning and end of each day. This can go a long way in improving effectiveness and efficiency. Let's take a closer look at the value of these team meeting agendas and how they can help.
Page: 123456789 - All