What is the best way of responding to reviews?

[Mi-Casa-Es-Tu-Casa1]

I sometimes don't know the best way to respond to reviews.

[Paula]

Hello @Mi-Casa-Es-Tu-Casa1, I hope you’re doing well.

That's an interesting question! Do you have an example of a review you're unsure how to respond to? With more specific details, we can gather insights from our amazing hosts.

If you're looking for general best practices on how to respond to reviews, I'm reaching out to some experienced hosts here: @Bettye6, @Kitty-and-Creek0, @Frances3408 and @Lorina14.

Regards,

[Lorina14]

@Mi-Casa-Es-Tu-Casa1 

I’m happy to help but could you give some examples so we can assist better?

It’s always best to respond to reviews especially negative ones (and not only negative ones) with a thank you for letting us know about this issue, we were not aware it was an issue as when we checked in the day after check in you didn’t mention this. We will have our housekeeper or maintenance guys look into this. We aim to provide a comfortable stay and we are disappointed that we didn’t meet your expectations. We will fix x or consider providing x for future guests. Thank you for your feedback!

That is all I can really provide not knowing the context of your review you don’t know how to respond to. Let us know more and I’m sure others will be able to give good suggestions.

[Frances3408]

@Mi-Casa-Es-Tu-Casa1 , @Lorina14 has some great wordings to use. My guidelines would be:

1. take the emotion out; facts only if it was a problematic stay

2. short and sweet if it was good or great

3. rely on the star ratings rather than too many words to make any serious negative points (if needed)

4. try not to leave any negative guest comments unanswered- ie so you can confirm its been fixed, reviewed etc or just thank them for their feedback.

5. Remember your review responses are for the next guests to read and judge.