Introduction
If your guest leaves a review after their trip, you can view and respond to it directly from the Reservations tab. Select the Review tab to view the feedback.
Please note that your response to the review will not appear directly in the dashboard but can be accessed online. Guests have 14 days from the return date to leave a review. You have 14 days from the review’s publication to respond. After this period, the reply button will disappear.
How to Handle Negative Reviews?
Here a few tips on how to handle negative reviews:
- Take a moment to respond: Consider replying thoughtfully to the review.
- Address all points raised: If possible, respond to every concern the reviewer mentioned.
- Stay polite and respectful: Even if the review feels unfair or discourteous, maintain a professional and calm tone.
- Show you’re listening: Acknowledge the reviewer’s concerns and demonstrate that you’ve taken their feedback into account and made improvements where needed.
- Set a positive tone for future guests: While you can’t change the past experience for the reviewer, potential future guests will see that you’ve handled the situation with care and professionalism.
Last but not least: When possible, try to meet the reviewer’s requests. Even if some requests seem beyond what you think should be offered, consider whether the investment in addressing them might improve overall guest satisfaction, leading to better reviews and potential revenue growth.