How often do you check out a restaurant’s online reviews before booking your table? The same is true when comparing what show to watch, what attraction to visit and indeed, what self-catering accommodation to stay in.
According to TripAdvisor, 80% of travellers consult 6-12 reviews before finalising their reservation. Engaging with these reviews, whether they’re positive or negative, showcases your commitment to valuing guest feedback, subsequently boosting your bookings.
Reviews can often feel like the double-edged sword; good reviews make our hearts soar, while negative ones can feel like a slight against all our hard work. But here’s the thing: all reviews, good or bad, are golden opportunities. It’s all about how you handle them. Our partners at SuperControl Property Management System explore two feedback scenarios and how you might respond.
“The cottage’s serene location, nestled amongst the woods, provided the perfect escape from the city’s hustle and bustle; waking up to the sounds of nature was truly refreshing!” – Sarah from Manchester.
Three tip tips for responding to a positive review:
Thank you for taking the time to share your experience with us! We’re delighted to hear that you enjoyed the tranquillity of our woodland setting and found it to be the perfect escape. It’s always a joy for us to know our guests can connect with nature during their stay. On your next visit, consider joining one of our guided nature walks to discover more hidden gems in the area. We look forward to hosting you again!
“While the cottage was charming, the lack of Wi-Fi and patchy cell reception made it difficult for us to plan our daily outings and stay connected.” – Mike from Bristol.
Three tip tips for responding to a negative review:
We sincerely apologise for the inconvenience you faced regarding connectivity during your stay. We understand the importance of being able to plan and stay connected while on holiday. The remote location does sometimes pose challenges with signal reception. However, we are currently exploring options to enhance our internet connectivity for our guests. On your next visit, we would be happy to provide you with maps and recommendations in advance to help with your planning.
We hope to welcome you back soon.
Feedback is the bridge between your offerings and guest expectations and SuperControl’s UpFront Reviews brings you closer to the authentic voices of your guests. Exclusively available for SuperControl users, here’s what’s on offer:
Managing your online presence is a dynamic process. With tools like UpFront Reviews combined with SuperControl’s automated communication tools, it becomes a dialogue – a continuous conversation with your guests, past, present, and future.
In our technology savvy and interconnected world, feedback is the compass that guides us towards excellence. Embrace it and leverage it to continue providing exceptional experiences for your guests.
Book a discovery call to learn more about how SuperControl can support you to gather and make the most of your reviews. ASSC offers 10% OFF your SuperControl first-year licence fee as an ASSC member benefit. To access this discount, you will need to be signed in as a member to access a special member promo code available in the Trade Supplier Director under SuperControl: Exclusive Member Offers