According to a survey, more than half of the guests will pay attention to bad feedback, and they want to know whether the hotel has made improvement measures for feedback. The sooner the hotel makes an effective response to the bad reviews, the smaller the impact of the bad reviews on the order conversion rate.
Secondly, hotels should know what kind of bad reviews are effective.
According to the category of bad reviews, reasonable and effective hotel responses can be divided into the following three categories:
1. Reply to the fact bad review
For the bad reviews put forward by the guests that are consistent with the facts, the hotel should conduct self-examination in time, deal with the problems that can be improved immediately, show the improvement measures in the hotel reply in time, and emphasize that this will not happen again.
For the bad review of environmental facilities, the reply of a hotel in Qingdao is as follows: apology → improvement measures have been taken → emphasis will not happen again.
For the bad review of personnel service, the hotel's reply idea is: apologize → emphasize punishment → strengthen management and don't repeat it.
2. Bad reviews that deviate from the facts
After receiving a bad review that is suspected to be inconsistent with the facts, the hotel must first conduct an internal investigation from people to things to find out what happened. When there is definite evidence that the main responsibility is not in the hotel, you can respond politely with facts directly, and the content should ensure that other guests can distinguish right from wrong at a glance.
3. Bad reviews of incomprehensible categories
In some guests' comments, the reasons for the bad reviews are vague or few words, such as "Hehehehehehehehehe" or "I think this store is very general".
For such guests, the hotel can contact each other through Ctrip IM to find out the detailed reasons for the bad reviews. For such bad reviews, you can use relatively clever language to let other guests see the hotel's service attitude.