1. Use answers equal for all
Don’t unify your answers as it makes no sense to copy and paste each one of them. Your next (potential) guest might notice it and not appreciate it. You need to make feel special all the guests who stayed in your hotel.
2. Use a different tone from the one used in your hotel
Who writes a review expects (quite rightly) to continue a dialogue with the place where he/she stayed: in fact, changing your tone of voice would be manifested as an incorrect choice which can put in difficulty the person who wrote a review, either positive or negative. If you are used to addressing your guests in an informal way and you usually establish a very friendly relationship with them, then don’t use a formal tone when replying to your last review.
3. Criticize your guests
“Customers are always right”and, in case they are not, it’s not advisable to start a discussion with those who decided to spend their last holiday at your place. Tone down and try to clarify the situation without arguing: it’s human to make a mistake.
4. Go astray and appear disinterested if problems really exist
Let’s suppose that your hotel is criticized on few points, no matter if they are right or wrong. If you decide to respond (and it’s always a good thing to do), always try to respect all the listed points and give explanations and clarifications regarding them. People who read your replies will want to know if these problems have a more or less valid and credible explanation. Your future bookings may be at risk.
5. Use complicated words
Do you really want to hurt yourself?
6. Forget that your reply is public
It’s never banal: don’t forget that it is not only the person who wrote his/her last review who will read your reply. Everything you write is public; the majority of your guests check reviews (and your replies) before choosing their next holiday. You are showing it to the world, do it in the best possible way.
7. Wait months before replying
The person who wrote a review will probably have booked a new holiday and will not take into account your words any longer. Furthermore, the other readers might think that what was written in the latest negative review was really true and not justified. Hurry up and act, don’t wait until next season!
8. Hide who is the person replying
Show who you are whenever it is possible.
9. Only reply to a certain type of reviews
You have decided only to reply to negative reviews? Or only to those negative? It’s your strategy and it is obviously to be respected but try to be more present and reply to every review. Your guest’s value doesn’t change, always make him/her feel important!
10. Don’t reply