Booking.com | Hotels: Don't leave negative guest reviews unanswered

Α Decrease font Enlarge font
Booking.com | Hotels: Don't leave negative guest reviews unansweredPhoto source: pixabay.com

Guest reviews are crucial for bookings at a property. Booking.com found that users of the platform prioritize reviews from other travelers over those from journalists, travel bloggers, and even those from relatives and friends. Essentially, guest reviews, along with location and price, determine the existence or disappearance of an accommodation...
For this reason, Booking.com, in an article addressed to partner accommodations, recommends that hosts follow 6 steps on what to do about reviews. He writes:

"Don't let negative reviews ruin your mood. Respond to negative reviews quickly, gracefully, and effectively with this clear six-step process.

Reviews are so important that having no reviews at all for a property can be a problem. "Guests actually prefer properties with lower ratings to those with no reviews at all," notes Apoorv Singhal, Junior Product Manager at Booking.com. "The majority of bookings on our platform are for properties with at least one review." Of course, not all reviews are positive.

Negative reviews can be unpleasant, but you can use responding to them as a valuable lesson. They can help you create a better overall guest experience. When deciding whether or not to respond to a negative review, a good practice is to respond to reviews that provide details that you can control.

Six clear steps to handle a negative review for your hotel

1. Commit to a quick response

If someone posted a negative review, it’s almost certain that they wanted to get your attention. By responding quickly, you’re letting them know that they really did get your attention. Once you’ve committed to responding, act quickly, following the logic of customer service. If it helps, set a timer on your phone and give yourself five or ten minutes to formulate a response.

2. Thank the hotel guest for leaving a review

Show that you take their opinion seriously by responding with empathy, and thank them for their comment that made you aware of the issue. Address them by their first name, if possible. Guests can choose to leave a comment anonymously, but if they use their first name, it may make sense to respond to them in a more personal tone.

3. Acknowledge that they may not have had a great guest experience

Focus on addressing the specific issues that bothered them. You don’t need to go into every detail of a complaint, but you should at least acknowledge that something went wrong. Show that you believe what they’re saying, even if you’re skeptical. It’s extremely tempting to publicly challenge the validity of a reviewer’s claims, but approaching this issue as if it were a legal matter can end up making you seem suspicious or even paranoid to outside observers. Take what they’re saying seriously, and make sure that your stance is evident in your response.

4. Apologize when you feel like it

Benjamin Franklin, one of the founding fathers of the United States and known for his many wise words, once said, “Never ruin an apology with an excuse.” If he were living in the internet age, he might have had to expand that adage to account for the phenomenon of insincere apologies. In this light, writing, “We apologize *if* you were offended” would be a no-brainer. When you want to apologize, don’t do it in a way that draws attention to the visitor. Your goal is to show them that you understand, are sincere, and accept responsibility, not to avoid criticism.

A simple rule of thumb to follow: a sincere apology includes the phrase “I’m sorry” and then simply states what happened. Again, acknowledge their concerns and show that you respect what they said about their experience.

5. Show that you’re taking action to show that you care about your hotel’s reputation

Explain what you’re doing to mitigate the problem, if possible. If the problem doesn’t have a clear solution, at least let the guest know how you’re handling their complaint to ensure that other guests don’t have the same experience. But, and this is very important, your real goal here is to back up your words with actions.

“We know from user research that people are more likely to ignore negative reviews if they see that the host has responded in a way that shows they acknowledge the issue or are taking action,” Singhal notes.

Ideally, you should be able to respond positively to indicate that you have fixed the issue. If you have made any improvements to your property based on this or any other complaint, now is a good time to mention it. Show that you genuinely care about improving your property and making your guests happy.

6. Invite them personally to visit your property again

Make it clear that you want the guest to visit you again and that you are willing to speak to them in person unless you feel you really don’t want to. It's up to you to decide exactly how you end your communication with an unhappy guest, but it's important to realize that you have the final say. Do so with a positive spirit and dignity.

RELATED TOPICS: GreeceGreek tourism newsTourism in GreeceGreek islandsHotels in GreeceTravel to GreeceGreek destinationsGreek travel marketGreek tourism statisticsGreek tourism report

Tornos
  1. 16/02 14:34

    Pan-Cretan Culinary Gift Competition 2025

  2. 16/02 13:49

    Pieria’s tourist promotion in the Turkish market

  3. 16/02 08:45

    Ski Mountaineering Race on Mount Olympus and Cycling Race in Larissa

  4. 15/02 15:27

    European air transport | What changes are coming to passenger rights

  5. 15/02 13:37

    Easyjet | Flights from Berlin to Crete, Corfu and Rhodes in the summer

  6. 15/02 09:41

    Ski mountaineering is developing into a tourist product in Crete

  7. 14/02 19:45

    Turkish tourists arrive in Greek island of Rhodes this season

  8. 14/02 19:44

    Love at first sight for Lipsi - watch the Mayor's music video with rapper

  9. 14/02 18:31

    The picture of short-term rental in Greece in 2024 - revenues at 874 million euros

  10. 14/02 13:36

    GNTO UK meets Irish media in Dublin

  11. 14/02 12:26

    Pieria's promotion in the Italian market - POTAP's participation in the BIT exhibition

  12. 14/02 11:23

    Olga Kefalogianni honored at reception for birthday of the Japanese Emperor

  13. 14/02 11:15

    Greek Meetings Alliance meets with Andreas Fiorentinos on MICE tourism

  14. 14/02 09:04

    Wine Routes in the Peloponnese: Three Families, Three Stories of Passion

  15. 14/02 07:56

    V. Katsaras | Optimism for the season in the Greek island of Naxos

  16. 14/02 06:51

    European Airport Passenger Traffic in 2024: Recovery and New Challenges

  17. 13/02 19:13

    Greek Tourism Minister meets with the Ambassadors of Algeria and Romania

  18. 13/02 17:19

    Halkidiki: The Greek paradise that fascinates Italy

  19. 13/02 15:16

    Dertour acquires Hotelplan Group without Interhome

  20. 13/02 12:57

    FORTH's new Research and Culture Multi-Cultural Center opens in Heraklion

  21. 13/02 12:54

    Sun d’Or: 5 weekly connections to Heraklion in the summer of 2025

  22. 13/02 12:51

    New general manager of IHG for Oman, Qatar and Bahrain

  23. 13/02 12:10

    How VW is extending the tourist season in Greece - which hotel did it open for its sake

  24. 13/02 12:03

    Athenian Carnival with a multitude of activities in the seven municipal communities

  25. 13/02 12:00

    This year, access to the Kourtaliotiko Gorge in Rethymno will be by ticket

  26. 13/02 09:47

    Payments of subsidies for hotel investments in Zagori, Xylokastro, and Sivota

  27. 13/02 09:35

    Forbes Awards to 15 Greek hotels – The three trends changing luxury travel

  28. 13/02 08:41

    Amfilochia: Development of digital content for tourism promotion

  29. 13/02 07:44

    Cooperation network of municipalities of Eastern Mani and Gavdos and for tourism

  30. 12/02 20:46

    Patras Carnival | Prices and occupancy skyrocketing - Indicative "price list"

  31. 12/02 20:27

    Alexandros Vassilikos was honored today by the North Aegean Region

  32. 12/02 20:19

    Olympic Holidays | Albania is a new destination this summer - additions to Greece and Cyprus

  33. 12/02 19:15

    Museum of Cycladic Art | Unknown Stories of Women of the Cyclades islands

  34. 12/02 16:10

    The Israeli Ambassador to Greece visits the Heraklion Chamber

  35. 12/02 15:03

    Royal Caribbean International | Cruises from Piraeus in the summer of 2025

  36. 12/02 14:59

    Smartwings Poland: New charter flights to Kavala in 2025

  37. 12/02 13:05

    Eurowings launches new tour operator in Germany - aiming to reach top-10

  38. 12/02 12:56

    Tourism | Halkidiki among the steadily growing destinations in Greece

  39. 12/02 12:51

    Thessaloniki, the main port of the Balkans - The port's Master Plan

  40. 12/02 11:37

    11th Birthday for Discovergreece.com 

  41. 12/02 07:31

    Expansion and promotion of the Explore Ionian Islands application

  42. 12/02 07:18

    The Region of Western Greece travels to New York

  43. 12/02 07:11

    Tourism: Where will Germans travel in 2025 - Greece's position

  44. 12/02 06:23

    The X-ray of Corfu's 5 main tourist markets

  45. 12/02 01:04

    Direct connection of Chania airport to Israel to be strengthened

  46. 11/02 21:17

    Attica taxi drivers' union to organize 24-hour strike on February 19

  47. 11/02 20:11

    Greek Tourism Minister and S. Korean Ambassador talk sector cooperation

  48. 11/02 17:31

    The Athens Hoteliers Association celebrates its 80th anniversary

  49. 11/02 17:07

    Barclays and Wyndham renew co-branded credit card partnership

  50. 11/02 16:28

    The flagship project "Urban Regeneration of parts of Eastern Kalamaria" underway

  51. 11/02 16:15

    Commission: European Water Resilience Strategy in public consultation

  52. 11/02 15:37

    Greek Tourism: Heading for new records in 2025 from 5 major markets

  53. 11/02 12:50

    TUI | Greece at the top of summer bookings

  54. 11/02 12:47

    Etihad: With the new Airbus A321neo LR, the Abu Dhabi - Athens connection in 2026

  55. 11/02 12:47

    The Athens Municipal Library reopens on February 11, 2025

  56. 11/02 08:59

    Kos as a pioneering center for sustainable island development

  57. 11/02 08:44

    Psara: Tourism development with an emphasis on the rich historical heritage

  58. 11/02 07:55

    Lycabettus Run Race on Lycabettus Hill on February 23rd

  59. 11/02 07:52

    Croatia | 9 international airports support tourism development - connectivity with Greece

  60. 11/02 01:39

    What the Israeli Ambassador discussed at the Chania Chamber

  61. 10/02 16:58

    Saudia: New seasonal connection Jeddah – Heraklion in summer 2025

  62. 10/02 14:54

    Opening Crete to the Indian and Asian tourism market

  63. 10/02 14:40

    1 in 4 fall in love while traveling - Valentine's Day survey

  64. 10/02 09:34

    Expedia Group: 12% more nights in 2024

  65. 10/02 07:49

    Decisions for 6 hotels in Rhodes, Spetses, Crete, Kalamata, and Agia Marina Fthiotidas

  66. 10/02 07:44

    Greek yachting at the BOOT exhibition

  67. 09/02 19:36

    Rethymno Carnival 2025 | The event of the theme “Come to the Light” is fantastic

  68. 09/02 07:32

    How can tourism contribute to the growth of Greek cosmetic products in Britain

  69. 09/02 07:29

    Castle scholars from all over the world promote Frogakastello in Crete

  70. 08/02 18:02

    Landing of Kantanos-Selinou Municipality in Reisen Hamburg 2025 exhibition

  71. 08/02 08:24

    Chris Nassetta, Hilton: Optimistic about 2025 despite market challenges

  72. 08/02 07:19

    Seven shipwrecks removed from Pylos marina

  73. 07/02 23:09

    Grant payments for 4 hotel investments in Paxos, Lefkada, Zakynthos and Chania

  74. 07/02 18:40

    Olga Kefalogianni in HORECA | Greece has experience in managing natural phenomena

  75. 07/02 15:06

    FedHATTA: “Opening up” of Greek travel agencies to the Iranian market

  76. 07/02 14:35

    New Head of Hotel Purchasing at alltours

  77. 07/02 13:49

    ShortStay Conference 2025 returns to Athens

  78. 07/02 13:26

    Applications for the Best Tourism Villages 2025 are now open

  79. 07/02 13:02

    Springer Reisen: 20 connections to Greek islands this summer

  80. 07/02 12:26

    Greece: Nearly 30 million international air arrivals in 2024 - Who traveled where

  81. 07/02 11:19

    Europe as a single tourist destination - A. Fiorentinos at the Destination Europe Summit 2025

  82. 07/02 06:55

    Positive prospects for tourism in 2025 but major “thorns” remain

  83. 07/02 06:41

    British travel agents “discover” Naxos - Record arrivals in 2024

  84. 07/02 06:14

    Donation from HEDNO for the restoration of the Ottoman Bath of Kalloni in Lesvos

  85. 06/02 18:58

    Work on the Thessaloniki Flyover is progressing at a rapid pace

  86. 06/02 18:54

    Sports Tourism | Ministerial meeting for the Euroleague Coaches Conference 2025

  87. 06/02 18:25

    29.3 million international air arrivals in 2024, with clear signs of an extended season

  88. 06/02 16:43

    Artificial intelligence in tourism: what TUI research shows

  89. 06/02 15:49

    Greece, a holiday and investment destination for Arabs

  90. 06/02 14:42

    Sotheby’s: The Athenian Riviera is first in demand for luxury properties

  91. 06/02 13:48

    More flights to Greece in 2025 from the Irish market

  92. 06/02 12:05

    Travelers are paying attention to cost and quality, few to sustainability

  93. 06/02 11:57

    Wyndham and HR Group expand into Germany, Austria and the Netherlands

  94. 06/02 07:37

    How will Naxos deal with the risk of water shortages ahead of the tourist season

  95. 06/02 07:28

    Attica Region: There is no overtourism in Athens - a warning for infrastructure

  96. 06/02 07:16

    Grant payments for 4 hotel investments in Rhodes, Chania, Itilo and Sivota

  97. 06/02 07:05

    Crete will send its visitors for greens!

  98. 06/02 06:11

    Municipality of Folegandros: Prohibition of roaming or grazing animals in tourist areas

  99. 05/02 19:57

    Milos Municipality attempts to block second investment for 5-star hotel

  100. 05/02 19:03

    National Action Plan for Cycling, with development in cycling tourism