We have said it before (here's last year's article) but this article on the Harvard Business Review prompted us to repeat - and simplify - the message (and it applies to every business on the planet - not just hotels).
Responding to reviews is proven (see here) to have the following effects:
- customers will - on average - increase their score of you business. And with the Google filter now set at 4.5 every 0.1 counts.
- customers will be less likely to post a negative review - because they know it will elicit a response from the business.
- customers will 'keep to the facts' - again, knowing they will be challenged if they exaggerate
On top of that, customers that post a positive review will have that positive experience reinforced if you thank them. It will also impress readers, of whatever kind of review, if you show you care about each and every comment made by your customers.
If you have any questions at all, about the response mechanism on a particular platform (Google, TripAdvisor, Facebook etc.) or about just how to word a particular response, just call us here at HelpHound.