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STAAH Blog

  • Home
  • MANAGEMENT
    • The Role of a Hotel Revenue Manager:…

      Why Every Hotel Needs a Channel Manager…

      Program Konsorsium Hotel: Bagaimana, Mengapa & Berapa…

      โปรแกรม Hotel Consortia: อย่างไร ทําไม และค่าใช้จ่ายเท่าไหร่?

      ตัวจัดการช่องทาง Channel Manager คืออะไร และทำไมผู้ให้บริการที่พักจึงจำเป็นต้องมี?

  • Marketing
    • Smart Hotel Distribution: What Every Hotelier Needs…

      The Ultimate Guide to Turning Negative Reviews…

      6 Social Media Trends Hoteliers Must Leverage…

      ไอเดียโพสต์โซเชียลมีเดียที่กําลังมาแรงสําหรับโรงแรมในปี 2025

      Xu Hướng Nội Dung Mạng Xã Hội…

  • Tips & Trends
    • What Is a Hotel Booking Engine and…

      Seamless Integrations: Enhancing Hotel Operations with Advanced…

      Smart Hotel Distribution: What Every Hotelier Needs…

      Maximizing Hotel Revenue: Advanced Channel Manager Strategies…

      The OTA Balancing Act: How a Channel…

  • News
    • Thoughtful Thursday – Drive More Bookings with…

      Cloudbeds and STAAH partner to enhance channel…

      STAAH Achieves Prestigious Seamless Product Badge from…

      STAAH Product Updates You Can’t Miss –…

      Thoughtful Thursday – Reporting for Properties: Converting…

  • Success Stories
    • Kenyan hospitality group’s smart switch to STAAH

      Bookings rise beyond expectations for boutique UK…

      The Komu Boosts Direct Revenue by 25%…

      Online Revenue Jumps 50% for Mangkuluhur Residences…

      23% more online bookings for Vivatel Kuala…

  • Resources
    • All BLAAH BLAAH @STAAH Connectivity News e-Books Events Podcast Quiz Testimonials Webinars

      Connect with Expedia – Expand Your Reach…

      Alexa+ could earn “top-of-the-funnel” spot in travel…

      STAAH & Hotelbeds: A Powerful Partnership Driving…

      STAAH’s new eBook to guide hoteliers through…

      BLAAH BLAAH @STAAH with Captain Mihir Deepak…

      BLAAH BLAAH @STAAH with Dia Mirza

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      BLAAH BLAAH @STAAH with Mauro Risch

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      Alexa+ could earn “top-of-the-funnel” spot in travel…

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      EMPOWERING CHANNEL PARTNERS: THE POWER OF CONTENT…

      STAAH’s new eBook to guide hoteliers through…

      STAAH ReviewMinder Playbook

      STAAH GDS Playbook

      The Expert Guide to Drive More Direct…

      BLAAH BLAAH @STAAH with Suwamana Wahyu Putra…

      BLAAH BLAAH @STAAH With Matthias Dybing And…

      BLAAH BLAAH @STAAH with Vikramjit Singh and…

      BLAAH BLAAH @STAAH with Suhail Kannampilly and…

      STAAH Weekly Hospitality Quiz: 17 January

      STAAH Weekly Hospitality Quiz: 10 January

      STAAH Weekly Hospitality Quiz: 20 December

      STAAH Weekly Hospitality Quiz: 13 December

      The Domain Hotel and Spa, Bahrain

      Pramana Experience (Indonesia)

      Merusaka Nusa Dua, Bali (Indonesia)

      Acappella Suite Hotel (Malaysia):

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      STAAH Webinar: From Search to Stay: Maximize…

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      STAAH Webinar: Manage Revenue Mastery: How to…

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Are negative reviews losing your bookings? Here’s what you need to do

18 November 2020
Are negative reviews losing you bookings?

As the influence of electronic word of mouth increases, how your guests review you online has a very real impact on bookings.


According to TripAdvisor, 83% of travelers refer to online reviews before making a hotel booking. 80% said they read 6-12 reviews before booking*. For a potential guest, reading reviews not only reduces risks when making purchase decisions but it can also help them discover what’s new on the market and feel part of a community.

Negative reviews can directly affect a potential booking; hence it is extremely important to understand why a guest has given you this feedback so you can respond appropriately. Understanding the reason behind negative feedback can also help you find – and address – systemic issues so you can reduce negative online reviews going forward.

Why guests leave a negative review?

Every guest has their own reason to leave online reviews. Some want to be helpful to others by sharing their own experiences, others are attracted to the prestige of being a top reviewer and another group is incentivized to leave reviews. Common areas that are highlighted within negative reviews are:

·      Rude or unhelpful staff.

When they book into your property, guests expect a warm and hospitable experience. They expect attention. And when these are not offered by your team, they get grumpy.

·      Lack of hygiene.

2020 has taught us a lot and remolded consumer expectations towards travel completely. Health and hygiene come first. If your property drops the ball on this, your guests will tell.

·      Unmet promises.

If your website and social channels promise an experience that is not delivered in real life, expect your guests to be upset. It is important to not oversell your experience or set lofty expectations. In general, the principle of under promise and over deliver will win you, loyal customers, over time.

How to manage negative reviews?

Manage negative reviews

Embrace the negative reviews with a positive attitude

The world is more connected than ever before and people like to share their customer experiences. If you want to ride this wave, you have to accept this change and respond accordingly. Listen to your guests, understand why they are complaining and make improvements to your guest experience where needed.

Make sure you connect with your guests and tell them how you are improving the experience. Lay out the steps. Provide a timeline and where possible, provide a real example – perhaps by inviting the guests again to enjoy your improved experience.

Respond promptly

Keep track of your online reviews and respond quickly. The guests will appreciate your speedy response. It also prevents the review from reaching too many people online without your response to it (remember, internet spreads news fast).

Be polite in your response. Address the guest by his/her first name and don’t blame the guest for the bad review. Respond to every review – positive or negative.

Seek out reviews proactively.

how to avoid bad reviews

Don’t wait for the guest to give you a negative review; seek them out in person when the guest is on-premise. Address this feedback quickly and let the guests know how you propose to make a change to ensure an excellent experience for the next time.

Identify and handle fake reviews

If you’re suddenly flooded with negative reviews or have consistently negative reviews coming in, identify their legitimacy. Typically you can pick these reviews out through things such as missing details, no record of a visitor recommending competitors. If you proactively follow your online reviews, you should be able to identify these and flag them with the platform where they have been raised.

Suppress negative results on Google

If your negative reviews are making it to the top of search results, deal with them by pushing out positive content on your owned channels – website and social media. Develop a robust content strategy so you can rank for pages other than your negative reviews. It is also important to claim your review platform and optimize it.

Conclusion

Online reviews have never been more important to hospitality businesses, and convincing guests to leave the quantity and quality of reviews that you want is no easy feat. But, by understanding who is leaving reviews and why, and with the help of direct guest feedback and reputation management tools, you can certainly encourage your guests and leave them feeling motivated to share their experiences online.


online reputation

Are negative reviews losing your bookings? Here’s what you need to do was last modified: October 26th, 2022 by staah

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