No matter how good your holiday rental property is, you may still get a negative review now and again. There are many reasons why people give negative reviews, but the most important thing is how you deal with it. It’s easy to get angry and defend your holiday let and your business, particularly if you feel the review was unwarranted, but if you do react in this way it can very easily turn into a slanging match and cause even greater damage.
If you receive a negative review on a listing site, here are some suggestions on how to deal with it.
1. Make sure you respond
The worst thing you can do is ignore a negative review because it will only create the wrong image. It tells that guest that you don’t care, leading them to tell everyone of their bad experience – remember that 95% of people share a bad experience, whereas only 87% share a good experience. It also tells your potential guests that you’ll ignore their concerns if they have any before, during or after their stay. Would you risk staying at a holiday let where the owner displayed this type of attitude?
It is always best to respond. But before you do think carefully about the comments received and what you want to say before posting a reply. And do mention that you’re ready and willing to discuss matters further and help them where possible. Your response – if it is positive and helpful – will show other potential guests that you’re prepared to resolve a bad situation.
2. Avoid bringing emotions into the mix
Many people with a holiday rental property will react personally when they read a bad review. This is understandable – but it is vital you stay professional and keep your reply polite and civil. This holds true even if you read the review and find no real basis for it in reality. For example, they may say the holiday let was dirty and untidy when they arrived, when you know it was nothing of the kind. It’s worth remembering people have anonymity when they are providing online reviews. This gives them the freedom to say whatever they want – even if it is stretching the truth or completely unfounded. They may be writing from a place of emotion too.
3. Request an offline conversation
This will enable you to deal with the complaint or issue more easily. You should still focus on responding in a polite and considerate manner online, but provide details of where the customer can call you to discuss matters further. This makes it clear you are willing to do whatever you can to resolve the situation in an amicable fashion. By doing so you are also displaying your business sense to everyone else and they will see that you’re responsible and considerate enough to respond quickly and efficiently to any complaints.
In short, don’t be afraid of negative reviews. They’re likely to happen sooner or later. Hopefully you won’t get too many for your holiday rental, but if the ones you do get are dealt with in the right way, your reputation should not be affected and you may even turn them into a positive experience as well. This may not seem possible to begin with, but it can happen.
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