Reputation Management

Follow Up Review Request Messages

If you’ve seen a recent drop off in your number of new reviews, listen to your guests (in-person and reviews.) Are they taking extended road trips and not heading home right way? We’ve recently had success delaying the timing of email follow-ups for other clients to increase review conversions.

TripAdvisor Review Express

Reviews about the current experience are incredibly important, and you also have an opportunity to gain traction in your TripAdvisor rankings. Consider using this free tool from TripAdvisor to follow with recent guests who did not leave a review 2+ weeks after their stay.

  • Additionally, we highly encourage you to request reviews from any guests doing a “Workcation” and ask them mention this specifically!

Responding to COVID-19 Reviews

How to Respond to Positive Reviews:

  • Thank the guest
  • Get specific
  • Address any COVID-19 efforts your business implemented.
  • Entice them to come back

How to Respond to Negative Reviews:

  • Apologize and thank them for their feedback
  • Respond appropriately with a sensitive and empathetic tone
  • Address any limitations due to COVID-19 and reiterate any changes to business policies
  • Invite the conversation offline
  • Keep it short and sweet

Example Positive Review Response:

Dear [NAME],

Thanks for taking the time to leave such a wonderful review. We are incredibly grateful to have your support and recognition during this unprecedented time. We were so happy to hear that you loved our new […] Providing our guests a fun, relaxing, and safe getaway is our top priority and our team is dedicated to providing exceptional service. We look forward to seeing you again soon.

Example Negative Review Response:

Dear [NAME], 

We’re extremely sorry that your experience with us was not up to par. We pride ourselves on providing excellent hospitality. Due to COVID-19, there have been certain limitations placed on our business, and our team has had to adapt to many changes. We hope that you will give us another opportunity. Please reach out to me personally on [phone number] or email me at [email address] so we can learn more about this issue. We’d love to make it up to you.

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