Dealing with Negative Hotel Reviews
Now, more than ever, travelers are checking online hotel review sites prior to booking hotel rooms. As a result of this activity, search engines consider these channels as an important part of their algorithm. This includes both traditional review sites, as well as social media channels. With this in mind, it's vital that hotel owners not only monitor what is being said about their property, but also respond to these reviews.
One of the most common questions hoteliers have relating to online reviews is, "What should I do when my hotel receives a negative review?" The answer is simple; respond to it. Most importantly, never ignore negative guest reviews. Instead, consider the following strategy:
- "Listen" to the guests by reading the review carefully and understand their complaint.
- Share and discuss the review with the appropriate hotel department and think of ideas on how to resolve the problem.
- Take action. Create a game plan and take the necessary steps to resolve the issue and improve guest services.
- Most importantly, respond to the reviewer.
The follow up question then is, "How do I respond to negative reviews?" This article lays out the necessary steps for damage control when your hotel receives a negative guest review.
Get the full story at Milestone Insights.
About Milestone
Milestone Internet Marketing, Inc. is a leading provider of internet marketing solutions for the lodging industry. Milestone's portfolio of services includes Hotel Website Design, Search Engine Optimization, Pay-per-Click marketing, Social Media Optimization, eBuzz Connect™ Online Reputation Monitoring, etc. Milestone currently works with nearly 1000 hotels and drives over $500M in annual revenue for its clients. Milestone is a preferred vendor for several major lodging industry brands and works with some of the leading management companies. Milestone is also well known as a lodging industry educator for its Hotels to HTMLs internet marketing workshops and book. For more information, please visit www.milestoneinternet.com or call (888) 350-8396.
