Table of contents
Significance and effect of responding to reviews
Reply from inn that lowers the evaluation
Some inns have responded to customer reviews on the reservation site.
However, there is no inn that responds to all reviews.
There are some inns that are doing their best to reply, but it may be a reply that looks like a cookie-cutter phrase prepared in advance.
From the point of view of the customer who wrote the complaint, the inn staff would have seen their reviews and apologized over the internet for anyone to see.
If reviews like complaints remain on the Internet, customers who make a reservation after seeing the reviews will be able to easily give a low rating to the inn.
In addition, sentences that the inn apologizes to customers have the effect of lowering the review evaluation.
Even words that speak face to face can hurt someone unintentionally.
If the words are converted into letters or sentences, they will remain in the human mind as an image. It ’s not fun to see a sentence someone apologizes to someone.
If a guest who is pleased to see the reviews that the inn apologizes to customers stays, it’s sad, but the service the guest want at the inn is to apologize.
What should be given priority over responding to reviews?
I do not recommend responding to reviews on the reservation site.
However, if we really need a reply, don’t reply in a place that anyone can see, such as on the reservation site, but use an email that only the customer who wrote the review can see.
In the first place, responding to customer reviews is not an easy task. We must respond to the appropriate answer in consideration of customer’s feelings, paying attention to whether it is rude.
When I was running an inn, I responded when I thought it was necessary to solve a misunderstanding that the customer was not satisfied with the misunderstanding.
However, I didn’t reply to reviews that were unsatisfactory regarding the inn conditions that were already clearly indicated on the reservation site.
Even if we respond to reviews directly by email, we spend a lot of time. In addition, during that time, we are unable to serve customers who are currently staying.
I understand the feeling of wanting to respond to reviews, but first of all, focusing attention on the customers who are in front of us will definitely lead to improving the reviews.
□ Email directly rather than reply to a review on the reservation site.
□ Rather than spending a lot of time responding to reviews, it ’s better to use that time for our current customers.
