Negative reviews

Providing excellent services to guests is at the core of the hospitality industry but no matter how much effort you put, there will always be unhappy guests leaving negative reviews. This is disheartening but there are appropriate ways out of this situation. Here’s what you can do.

Always respond to unfavourable comments

Before anything else, you should realize that it is necessary to respond to every bad review you receive. Your responses may not come immediately since you will need time to research the issue but do not forget to reply to all negative reviews within a 24-hour time period. This way you will show the world that you are quick in resolving the problematic issue, you care about your guests and you regularly check visitor feedback.

Take the smart approach

It is never pleasant to see a negative review. Some of them may even be aggressive or meant to hurt you. Naturally this will make you take a defensive position and even generate an impulse to retaliate but this is wrong. Instead you should:

  • Be polite at all times
  • Start by thanking the guest for the review
  • Еxplain the situation from your point of view

Feedback is always valuable since you can learn from it. What’s even more is that unfavourable reviews can show your weak spots and help you grow.

Apologise for the guest’s bad experience

A sincere apology for the guest’s unsatisfactory experience is the first step in remedying the situation. The purpose of doing this is to put yourself in the guest’s shoes and to show empathy that may change their opinion of your property. The most important thing to remember here is that an apology is not an admission of guilt or wrongdoing.

Explain how you plan to improve

The next step in dealing with a negative comment is to explain how you plan to change to eliminate the problem behind. You can highlight your plans for the future and what modifications they include. This step is also the perfect place to take this discussion off the Internet and prevent more damage. A good way to do this is to ask the guest to contact you directly so that you can provide more details or even compensation.

Assess the need for changes

A negative review may be a sign that something is wrong with your property or operations. If you get a lot of bad opinions with the same or similar complaints, it is time to reassess how you do things and what needs to change. To avoid future complaints, take the necessary measures and evaluate the result. Also, it is a good idea to constantly be on the lookout for possible adjustments that lead to improvements.

A few more tips

Sometimes no matter what you do, you won’t be able to satisfy a guest after they have left a bad review. In this case you should show prospective guests that you have done your best by providing supporting information or data. There will also be times when a complaint may seem unimportant but your hotel will be visited by thousands of people in the long run so the number of people suffering from the same issue will grow with time. The best bet then is to take each unfavourable review seriously. Your staff should know of the negative reviews so that they can work on improving the situation too.

Negative reviews are unavoidable in the hospitality business. You can, however, learn and grow from them. To do that, simply follow the advice we just gave you and then watch the wonderful results.


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How to Choose the Right PMS for Your Hotel
Six Ways to Make OTA Fees Less Damaging
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About Clock Software

Clock Software is a global provider of cloud-based property management systems (PMS), integrated online distribution, online & kiosk hotel self check-in solutions and mobile & in-room guest engagement systems with customers in more than 65 countries.