Now, more than ever, travelers are checking online hotel review sites prior to booking hotel rooms. As a result of this activity, search engines consider these channels as an important part of their algorithm. This includes both traditional review sites, as well as social media channels. With this in mind, it's vital that hotel owners not only monitor what is being said about their property, but also respond to these reviews.

One of the most common questions hoteliers have relating to online reviews is, "What should I do when my hotel receives a negative review?" The answer is simple; respond to it. Most importantly, never ignore negative guest reviews. Instead, consider the following strategy:

  • "Listen" to the guests by reading the review carefully and understand their complaint.
  • Share and discuss the review with the appropriate hotel department and think of ideas on how to resolve the problem.
  • Take action. Create a game plan and take the necessary steps to resolve the issue and improve guest services.
  • Most importantly, respond to the reviewer.

The follow up question then is, "How do I respond to negative reviews?" This article lays out the necessary steps for damage control when your hotel receives a negative guest review.

Get the full story at Milestone Insights.

About Milestone Inc

Milestone drives online discovery and customer acquisition with our digital presence platform and performance marketing services. Over 2,000 companies in Hospitality, Retail, Financial Services and Automotive industries use Milestone to drive online growth. Our customers include global brands in hospitality, banking, retail, automotive, including Marriott, US Bank, One Nevada Credit Union, VMWare, Nissan, Motel6, Preferred Hotels, Sun Outdoors, mid-market companies, and SMBs.

Milestone platform includes Website CMS, Schema Manager, Local listings, Reviews management, FAQ Manager, and Analytics. In addition, Milestone offers Performance Marketing Services - Content, Design, SEO, Paid Marketing, and Analytics to our clients. Annually, over 300 million visitors use websites developed on Milestone CMS, 540M consumers click on content powered by Milestone Schemas, and 3.7B consumers search for businesses powered by Milestone Local. Milestone platform is amongst the highest-rated Martech platforms with awards and recognition from Forrester, G2, Adrian Awards, US Search Awards, Search Engine Land, CMS Wire and many more organizations.

Anil Aggarwal
CEO
+1 408-200-6871
Milestone Inc.

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