How to Deal With Bad Comments From Visitors?

Your online presence and reputation affect the success of your business in the current digital age. As a consequence, maintaining a positive online reputation is an ongoing process for all organizations. This is especially true for hospitality-facing businesses.

This paper will discuss the significance of online reviews and the need to respond to both positive and negative comments. We also instruct you on how to deal with sensitive issues so that you can transform a negative review into a positive one.

Why Are Online Reviews So Significant?

Even if customers don't book their hotels online, most of them will check review sites before choosing a hotel. More and more people are using their phones to book travel, which shows how important online reviews are for making travel decisions. Consumers trust reviews from other travelers more than approved supplier communications because they think the reviews are not biased.

Why Do You Need to Answer?

A traveler may evaluate a hotel for one of two reasons. One, he is very happy and pleased with his stay and wants to express his gratitude; two, he is unsatisfied with his experience and wishes to complain. In each situation, you have an outstanding opportunity to communicate to your current and potential guests that you care, therefore enhancing guest loyalty.

Consider each negative review as an opportunity to examine the gap between your services and the aspirations of your guests. Use this chance to show that you care about what your visitors think and are willing to make changes. 

Keep in mind that your reaction to criticism will be seen not only by the person who wrote the review but also by all travelers seeking the ideal hotel.

How to Handle Bad Feedback

As previously said, each unfavorable review might be a chance to get more repeat and new bookings. This is because a large number of your customers will see the review and your response. If you are smart, you can use this to your advantage.  Anuraag Villa, the top budget hotel in Jaipur, discusses how to cope with negative feedback positively:

Apologize

It's no secret that the first step after getting a negative review is to apologize to the visitor. You should seem compassionate and honest in your sympathies for the traumatic event or stay they had to undergo. I appreciated him or her taking the time to bring the incident to your attention. Personalizing your apology for unique people and situations is also a great idea. After all, your worry and attention will lend credibility to your brand.

Clarify

After apologizing, explain why the event occurred without making excuses, that is, admit your error. If you don't understand the situation entirely, ask for more details so you can look into it more. Also, suggest a solution. By doing so, you indicate that you appreciate and ensure outstanding customer service, as well as that you take feedback seriously.

Commit

Your comment should show a willingness to improve. This is one way to show that you care about your guests and that the incident was a one-time error that you are ready to rectify. Your answer should describe the steps you plan to take to fix the problem, such as enhancing customer service, educating personnel, and increasing room quality, among other things. Furthermore, a commitment to later improve and implement adjustments will enhance your performance and make your visitors happier.

Also Read: How to Handle Negative Feedback from Hotel Guests?

Compensate

You are not always compelled to compensate a visitor, but if the issue seems genuine and you want to placate a serious troublemaker, one alternative is to provide coupons or discounts on future visits. However, you should avoid doing so on a public network to prevent offending other visitors. Suggest their contact details, such as their email address, or request that they send you a private note if you wish to compensate the visitor.