When guests have been looking forward to their dream vacation and then it doesn’t go to plan as expected, they’re very likely to make a complaint. Whatever the case, a negative review has been posted on your listing and they’re neither pleasant nor easy to read as a vacation rental owner.
Unfortunately, bad reviews can happen, even when you think you’ve done your best. But what can you do to rectify the situation?
How To Respond to Negative Reviews
Receiving your first negative review can come as a bit of a shock, especially when you’ve made a huge effort with your guests. You should always respond to your reviews, both positive and negative, though there are certain things to bear in mind before you start writing your reply. Read the following 9 steps you can take to handle bad reviews professionally:
1. Understand Why They Are Complaining
Always remember: negative reviews aren’t the end of the world. They actually provide you with an opportunity to showcase your excellent customer service – not only to the unhappy guest but also to the many other potential guests who are reading through your reviews (both on your own vacation rental website and on social media.) Potential guests will feel reassured knowing you take negative complaints seriously and will choose accommodation based on your responses.
In many cases, the guest just wants to feel heard, wants to know that their feelings are valid, and more importantly wants to make sure that you care. More often than not, a fair and honest response and a solution to the problem can help put your guest’s mind at ease.
Often guests will recognize that problems can arise, accidents can happen, and sometimes things can get overlooked. As long as the vacation rental business in question doesn’t blame or ignore the guest, they’ll understand and be grateful for your response.
2. Customer Service is Key
How do you salvage a relationship with an unhappy guest? A sense of urgency, consistency, and honesty can make all of the difference. Having your reviews (even the rare not-so-great ones) all in one place on your vacation rental website, along with your helpful and prompt responses, allows future guests to see the character and integrity of you and your vacation rental business.