As managers of vacation rentals, it’s important to pay attention to reviews from your guests. Whenever you list your property on an online vacation rental booking system, you open yourself up to reviews. Positive reviews can bolster your bookings, but negative ones can have a severe impact on your online reputation. If you’re wondering how to handle negative and positive reviews of your vacation rentals, here are five tips that can help you come out on top.
Learn from the experience
Most direct booking tools have review capabilities built into their systems. Guests looking for vacation rentals often use reviews to get an idea of how good the rental property is. For vacation rental managers, this can be the best way to gauge the quality of your service. Rather than simply writing off a positive or negative review, use it as a learning experience. See what your guests like or don’t like about your property, and figure out ways to improve it based on their review.
Whether you receive a positive or a negative review, it’s wise to respond quickly. When responding to a review posted on a vacation rental booking system, you often have the option of making your response public, or sending a private message directly to the reviewer. Decide which option best fits the situation, and send a message to your guests to show that you care about their experience.
Thank the reviewer
In addition to responding quickly, it’s good practice to thank the reviewer, regardless of whether their review was positive or negative. Customer service plays a big role in vacation rental management, and good customer service starts with being gracious.
When responding to a negative review, it’s easy to point the blame elsewhere. However, this tactic can be detrimental to your image. Instead, when faced with a negative review, take responsibility and take action. Understand what aspects of a guest’s stay was unappealing, and take steps to improve on that. Letting guests know that their complaints have been received and are being acted upon will go a long way towards persuading them to give your property a second try.
Direct booking tools are a great resource to use for property managers, but due to the nature of the interactions, misunderstandings will undoubtedly arise. When dealing with negative reviews, try and maintain a professional level of decorum in all your interactions with your guests. Be polite and gracious, and avoid speaking badly about the reviewer. Maintaining a level of professionalism shows other guests that you care about treating your guests well.
Getting a negative review can be disheartening, especially if you feel the quality of service you are providing is top notch and valuable. However, these things do happen, and it’s important to respond to them quickly to keep guests coming back to your vacation rentals. With these five tips, you can be sure that you are responding in the best possible way.