Learning how to respond to TripAdvisor reviews, both the positive and negative, will give your travel business the chance to connect with your customers and even potentially drive new business.
Now that TripAdvisor has purchased Viator and you can place a book now button directly on your review profile, it is important to make sure that you are managing your presence on the platform correctly.
We have put together some tips to help you respond to reviews appropriately, so that your brand becomes one that people trust.
Why It Is Important To Respond To All Reviews
Naturally with the good often comes the bad. The good news is that the bad does not need to be the be all and end all.
That being said, no one wants a PR nightmare on their hands which is exactly what will happen if you ignore bad reviews that come your way, even if you feel they are unwarranted.
According to insights provided by the platform, ‘85% of travelers agreed that a thoughtful response to a bad review will improve their impression of a hotel’.
The reality is people rely on the opinions of others when it comes to booking travel. So if you can assure potential clients that you are able to address any issues constructively, this will play in your favor.
One bad review among hundreds of good ones will earn you the chance to state your case so to speak. However, if you are receiving consistently bad reviews, it may be time to address any potential problems in your business.
Keep in mind that travelers will be less forgiving if they see a string of negative feedback. So it is best to pay close attention to your TripAdvisor and review profiles and actively manage comments on them.
Make Sure That Your Listing Is Up To Date
The key to managing expectations and making sure that travelers know exactly what to expect before booking is to keep your listing up to date on the platform.
Check that all photos, information, and activity descriptions on display are correct. After all, old photos or out of date tour descriptions that are not an accurate representation of your travel offering are not going to give travelers an accurate idea of what to expect.
Also, new and improved images and information on your listing will help to draw more eyes to your offering and improve your ratings. While you can always surpass expectations, rather paint an accurate picture of what your tour entails in the first place.
How To Respond To TripAdvisor Reviews
When They Are In Your Favor
You may think that there is no need to respond to the positive reviews that you receive. However, the truth is that these matter too, and often play a part in securing repeat customers!
A heartfelt thank you to a glowing review will make a client feel even more valued and ready to book your tour or experience again. The personal touch really does make all the difference in this case.
Remember to address the person by name, and acknowledge their compliment in your response. This way, the person (and people scanning reviews) will know you have read the feedback in its entirety, and not simply brushed over it.
When They Are A Little Less Than Glowing
Even if you receive feedback that is a mixed bag, start off by thanking the person for taking the time to submit the review.
In writing your response, be sure to address each point that has been brought up. Ignore one, and your response may seem rushed or insincere. Let the person know exactly what it is that you are going to do to solve the problem.
For example, if a client mentions that your meditation retreat was set at a lovely location but feel they didn’t have enough free time to explore it, then thank them for the compliment and let them know that you will work some more free time into the next schedule.
Be sure to send them an invite for the next retreat you hold, and highlight the extra time in the daily schedule.
When They Are Outright Bad
It is when you receive negative feedback that it is most important to consider how to respond to TripAdvisor reviews.
Unfortunately, you can’t win them all. In cases where you receive a bad review, rather than letting it get you down, consider it a learning curve. After all, even if you feel disappointed, you can use the feedback as an opportunity to improve.
Respond as quickly as possible when you receive a bad review. You don’t want to leave a potential time bomb ticking which might impact how other travelers who aren’t aware of a particular situation, see your business.
Avoid getting defensive or angry when you reply. Rather remain level headed and do your best to consider how the person on the other end is feeling too.
Occasionally you might find the odd person who is simply impossible to please, but as long as you make an honest attempt to understand their concerns and duly address them, there really is only so much you can do.
If you are unsure of how to respond or are worried that your reply might be a bit aggressive, then ask a colleague or member of your team for a second opinion on it before submitting your reply.
Insider tip: Your Management responses on TripAdvisor will show up in search engine results, so avoid writing your business name when signing it off. You don’t want the negative reviews to appear in search results when people google your business name.
Responding to feedback can have a great impact on both your reputation and your tour sales. Now that you have some tips on how to respond to TripAdvisor reviews, make sure that you make the most of your listing.
What would put you off a tour operator if you were researching their travel offering and read their responses to customer reviews? Apply the same principles to your own profile – there is no quicker way to understand how important thoughtful feedback is!