Full guide about how to respond to online reviews, positive or negative, how you can minimize the damage and get a second chance.

1. /rolandiatravel/+RolandiaEu/RolandiaTravel/Rolandia.travel
Mention behind -the -scene
reasonstomakethem returnora
newfeatureorpromotion
5.Throwinalittlemarketing
Remember that reviews are
people’s opinions about your
servicesandyoumustdiscuss
abouttheservicesandnotabout
themselves
4.Focusonproduct,
notonreviewer
Youdon’tneedtodescribeandto
revealtoomuchinyourresponse.
Short and concise is always
better.
3.Beconcise
Youneedtorememberthatthe
customerisalwaysrightandyou
arewrongevenifthatnottrueat
all.Commoncourtesygoesalong
way.
2.Beprofessional
Timeistheessence.Youmust
demonstrateyouarereceptiveto
yourtravelers’opinions.
1.Respondasquicklyaspossible
HOWTRIPADVISORIMPACTYOURBUSINESS
93%oftravellersworldwidesaythattheirbookingdecisionsareimpactedbyonlinereviews
83% sayTripAdvisorreviewsmake
them feelmoreconfidentintheir
traveldecisions
83%
49%saytravelreviewswebsitesarethe
mostusefulsourceofinformationfor
researchingorplanningatrip.
49%
89% ofallglobaltravelersconsider
reviewsasinfluentialwhenmaking
bookingdecisions.
89%
96%
96% ofhotelsandhospitalityexcess
worldwidesayreviewsareinfluentialin
generatingbooking
TripAdvisor,thebiggestonlinereviewsiteontheplanet,playsahuge
roleinhelpingtravellersmaketravelpurchasingdecisions
TripAdvisorcarriesmore
than200millionreviewsand
opinions on over 400,000
locations
TripAdvisor attracts more
than 315 million unique
visitorseachmonth
HOWTRIPADVISORIMPACTSYOURBUSINESS
18% ofthese people became
loyalcustomers
68%ofcustomersthatleftthese
negativereviewsgotaresponse
52%ofyourcustomers
expectyoutoanswer
totheirreviews
Ifyouwanttobuildtrustandcredibilitywithyourcustomers,andholdon
tothemforlife,followtheseimportanttips
DOCUSTOMERSEXPECTYOUTORESPOND
TOTHEIRREVIEWS?
Asweincreasinglyliveourlivesonline,westartdiscoveringthatsocial
mediahasitsdownsidesandwedon’thavecontrolofeverythingthat’swrit-
tenoutthere.Yourbrandbeingonline,willreceivereviews.Expertsandre-
searchershavefoundthatpositivereviewswillbenefityourbrandandtake
ittoahigherlevel.Ontheotherhand,thenegativereviewswilldoexactlythe
opposite.
WHATISONLINEREPUTATIONMANAGEMENT
YOURGUIDETO
Respondingto
OnlineReviews