We all know that good consumer reviews play a big part in the success story of a vacation rental. Similarly, bad reviews can tend to negatively impact a business. Of course, this phenomenon is not just restricted to vacation rentals, but rather applicable to the entire hospitality industry. To simply put, reviews are the backbone for your online presence.
Guests plan their vacations well in advance and they keep anticipating to have a great time during their dream holiday. So, if something doesn’t go as expected, they make a fuss about it. As a homeowner, you could’ve possibly done everything to provide a comfortable stay to your guests, but a negative review at the end of the day could be heartbreaking.
So, how to deal with these unhappy customer reviews? How do you ensure that these negative reviews don’t impact your rental business? Here’s a quick guide to help you rectify the situation and respond to negative reviews in the best possible way –
Respond to reviews
First and foremost, it’s super important to understand why a guest is complaining and the reason for their unhappiness. Now, look for what could possibly be the takeaways from such a review. Once you’ve taken the necessary measures to redefine the guest experience, do respond to the customer review stating about your actions. This way you give yourself a chance to win back the customer especially by reassuring them that you take their feedback seriously. Also, it comforts your potential clients reading the review knowing that you’re continuously working on enhancing your guest experience.
Speak with your guests
Sometimes, it’s quite possible that the guests have overlooked something or there could be a communication gap that led to a bad experience. So, if you’re not sure of what happened, then do talk to your guests to understand their side of the story more accurately. Once you’ve had the conversation, consider clarifying any confusions or communicate about the corrective measures you’ve put in place to improve guest experience in your property.
Keep your calm
It’s best not to respond to any reviews while you’re upset about it. We understand that it can be frustrating when a negative review from a guest might not portray your service or the experience of their stay in your vacation rental fairly. But, no matter what, don’t forget to be professional and kind with your response.
Receiving negative reviews doesn’t mean it’s the end of the world. In fact, it’s a great opportunity to understand the shortcomings and how you could enhance the guest experience. However, the key here is to keep improving with each such experience and making sure that you don’t repeat the same mistake. When you’re in this business, you’re bound to get some love and some hate but remember that you need them both to grow your vacation rental business to its fullest potential.
If you’re wondering how to improve the experience of your guests during their stay, then you might want to consider our property management service, where we take care of your property end-to-end, from ensuring that you’re property is neat and clean before the guest arrival, to providing a smooth check-in & check-out process for your guests. Just talk to our rental experts today to know more – the consultation call is absolutely free!