It’s worth vacation rental property owners remembering that receiving a bad review is not the end of the world.
As there is so much opportunity for guests to post about their stays on social media and OTA's, if you get a healthy number of visitors, your property will likely receive an odd bad review at some point.
Here are some practical ways to respond to the comments, stay positive and keep your reputation intact.
1. Don’t panic!
It can be devastating to receive a bad review for your vacation property, especially if you feel that the criticism was unfair. But don’t panic. Take time to provide a considered, measured, and positive response that will enhance your Bahamas vacation property. It is often helpful to get a second opinion on your response from a trusted colleague, relative, or friend.
2. What is the problem here?
Take time to read the negative review and to understand what has made the guest unhappy. Gather relevant evidence and accounts from staff. It may just be that the guest’s expectations were not realistic.
3. Reach out and respond
If you can reach out, communicate, and work with the guest, both of you will benefit. This is best done promptly and offline. Talk through the guest’s issue and politely explain things from your point of view. Find out what response the guest is expecting. If it is reasonable, then agree to their request.
4. Online response
If you respond online to the issue, consider your reply carefully and do not combat negativity with more negativity. Address the problem with clarity, sympathy, and understanding; future guests may well be impressed with your reaction. Make sure your reply does not ramble or rant. A clear, honest, and caring response will be valued. Remember to draw out any positives.
5. Learn from any mistakes
If the guest's complaint was justified, then take steps to put it right. If the comments were unjustified, dust yourself off and be heartened that you have done all you can to ensure your reputation for customer care stays intact.
Shore Concierge covers all aspects of Bahamas Vacation Rental management and focuses on customer care.
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