Hotel & Restaurant Review Websites Advice
Websites like TripAdviser can make or break a customer’s decision to book with a certain hotel or eat at a certain restaurant. Hoteliers and restaurateurs often ask me what they can do about negative reviews. I was asked earlier in the week to comment on a Daily Mail article that reported on a Company organising a group defamation action’ against TripAdvisor. May advise is…
Unless these reviews are factually incorrect, there’s not much that can be done. Instead, the brands need to consider how they can respond and engage with the community of people.
Put simply, hotels need to get their product right. If they are receiving an abundance of negative reviews, they need to look at why that is, improve their offering and then publicise to people that they have listened and changed. The public understand that if a hotel has ten good reviews and one negative one, the likelihood is that that negative review is a one off.
Dealing with an irate customer successfully, and publicly, can actually improve the reputation of a hotel. The best thing to do is to engage online with customers who have written negative reviews or comments about their experiences in a professional and friendly way. If they are citing a factual inaccuracy then correct them, or if they have had a bad experience then apologise for the mistakes and outline next steps.
People are very tuned in to marketing and spin and thus turn to reviews from real people who have actually experienced the hotel first hand. Positive word-of-mouth like this is a great endorsement for hotels as people are more likely to believe it over fancy advertising.
The hotels and restaurants which will come out on top are the ones willing to allow customers to review them, showing them to be transparent and trustworthy. Banning customer reviews suggests that the other chains have something to hide.