TripAdvisor is one of the best ways for hotel and resort owners to track what their customers thought of their stay. A clever hotel owner will take advantage of this by learning how to respond to customer reviews in a way that attracts business and negates any negative criticisms.
First of all, you need to create a TripAdvisor account that clearly indicates you are the hotel owner. This gives your comments an authority they would lack if you created a generic or anonymous account.
Next, personally read through as many reviews as you can in a day. Separate these reviews into two categories: positive and negative. Filter those categories into sub-categories “respond” or “do not respond.” Spotting reviews you should respond to is a relatively simple process: if any reviews asks a question, reply to it as soon as possible, whether positive or negative. For example, if a positive reviews asks “who cooked your delightful dinners?” reply with a name. Likewise, if a negative reviews asks “why were my dinners served cold?” immediately respond with an explanation.
Responding quickly to these pressing issues will make you look assertive and caring. It will also bring a touch of intimacy to the interaction. After all, how many hotel owners care enough to respond to TripAdvisor reviews? Even if a review doesn’t expressly ask any questions, it may still deserve to be answered. For example, if one reviews is incredibly negative about the quality of your pool, immediately assure them that steps will be taken to address the issue.
Will this make the person feel better about the problem? Perhaps not. But even if it doesn’t, it will make you look like an active, confident owner ready to tackle problems. As a result, it may impress other TripAdvisor reviews or attract people using the site to research your hotel.