Last week Michelle Wohl of Revinate and I held our second Online Review Clinic, and once again hoteliers from around the world tuned in. You can now listen to the recording at your leisure by clicking on the image above.
In this free webinar we discuss the following:
1. Objectives of responding to online reviews
2. How much detail to go into when responding to a review
3. Why it’s important not to mention your hotel name or to repeat negative feedback when responding to a complaint
4. The importance of showing empathy in your response
5. How to end on a positive note
6. Dealing with foreign language reviews on TripAdvisor
To illustrate our key points we used examples of real reviews and management responses from TripAdvisor submitted by our listeners. Many are typical complaints faced by hotels and accommodation providers.
We analyzed responses to the following reviews:
1. A complaint about noise from other guests
2. A complaint about an allergic reaction
3. A guest is offended by a server’s recommendation of a “cheap” bottle of wine
4. A brief complaint about bad service that provides no details
5. A guest complains that his room wasn’t ready upon arrival
Thanks to all who joined the webinar and submitted examples. And special thanks to Mitchell for joining the clinic to discuss his review responses and to the Omni Hotel in Montreal for providing an excellent example of a management response.
If you missed the event, you can watch the recording above or download a PDF of the slides here.
Click here to see other webinars.
Need help responding to a review? Click here and post the details in the Comments section, and I'll do my best to help. Priority will be given to examples that other hotels and accommodation providers can learn from.
