Online reviews are changing the way travellers shop for hotels and accommodation providers, monitoring reviews is important, but there are many benefits of responding to reviews and how you respond to them is what sets you apart from your competitors.

According to a traveller survey, 78% of TripAdvisor users agree that seeing a management response to a review, makes the potential or past guest believe the hotel cares more about its guests than a property that does not respond. Plus 68% of users agree that seeing a response generally makes them more likely to book that hotel versus a comparable hotel that didn’t respond to travellers.

In addition, there is a financial reward for having a great online reputation – reviews can influence a hotel’s ability to increase prices, drive occupancy and maximise revenue.

Top tips for responding to reviews on TripAdvisor

Thankfully, responding to reviews on TripAdvisor is entirely within your control and can be done through the TripAdvisor Management Centre, once you have registered and claimed your property.

Take note, your username will appear on your Management Response unless you have put your real name in your profile. If you don’t want your real name to appear, delete it from your profile before posting a response. (Note: you can only change your display name once and it will not change on responses previously posted.)

You should sign up for review notification emails, this way you can find out about new reviews for your property as soon as they are posted. Hotels should respond to both positive and negative reviews…. 79% of travellers said a good management response to a bad review reassures them, while 78% said a good management response to a good review makes them think highly of the hotel.

But with 340 million monthly visitors, be mindful of your response tone – 60% of travellers said an aggressive management response to a bad review makes the hotel look worse.

All responses have to be verified by TripAdvisor and can take up to 48 hours before appearing online, here at Recommended we advise you to write your response in a Word document first so you can spell check and edit until you are ready to cut and paste into the Management Response form.

Here are few tips to get you started when responding to reviews

1. Respond Promptly: Responding in a timely manner shows guests that you pay attention to feedback and you care about their experience. It leaves a lasting impression on the reviewer and others browsing your business page.

2. Thank Them: This applies to feedback that is negative and positive. Although 74 percent of travellers state that they write reviews because they want to share a good experience with other travellers, there may be negative feedback from time to time. Start by expressing your appreciation to guests who have taken the time to write about their experience at your property.

3. Address Complaints: This is your chance to explain what you have done to address problems so that the reviewer and potential guests are reassured that concerns are taken seriously, and that you are willing to resolve problems. If there was a miscommunication during the guest’s stay, it is your chance to address the issue and clarify what may have caused the problem. However, it’s important not to take a defensive tone…

4. Be Original: Guests take the time to write a review based on their personal experience, your response should be the same. Avoid using the same message in your responses

5. Be Polite and Professional: Responding to reviews is part of your reputation, remember your response is visible to everyone and you are representing your property so write with TripAdvisor’s 340 million visitors in mind. Your response should demonstrate all feedback – both positive and negative is important to you.

Of course, reviews are not just limited to TripAdvisors, reviews and responses can be viewed on a number of OTAs also.

If you’re not engaging with your online traveller community and managing your online reputation, your competition might just be the one benefitting.

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Frequently Asked Questions

Yes, we can provide you with our own channel manager and give you full connectivity support. Powered by our parent company Cultuzz you will easily benefit from real time distribution across hundreds of online channels. Update and manage bookings 24 hours a day 7 days a week. Our channel manager can be provided for a monthly fee.

This is dependent on the both the connectivity of your channel manager and the flexibility of your properties standard policies. At Recommended Hotels we have a view that the more sites you are listed on the better, but we would never recommend anything that wouldn’t work for you. Our Distribution Team are experts in OTA set up and are always happy to advise you.

Yes, our content service, focusing on internet visibility creates a billboard effect, thus driving more business via your own website.

Yes, our Distribution Managers will support you with this. If you use Cultuzz as your channel manager our Distribution Manages will load, map, and maintain all your special offers for you.

We hold regular reviews with our OTA partner with a view to negotiating betters deals for our clients and finding out what is changing before anyone else.

Complete OTA content is vital for a good position in the listings on any website and is one of the key factors when it comes to improving your properties conversion rates. If you want to get more bookings without paying more commission to the OTAs themselves then improving you content score is a must. At Recommended Hotels we will not just list you on new OTAs but will continually maintain you content to ensure a continued revenue increase.

We can offer you an Online Health Check which is a bespoke report that will look into all aspects of your online presence and allow us to analyse the best way to help you.

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