It is never nice to get negative reviews, but in a market of experiences and anticipations sometimes you might not live up to expectations. However, how you handle a negative review can dramatically change how you are perceived by the reviewer and it has been proven a negative guest, listened to and handled with respect can turn into an ambassador with a great story about you.
These steps will guide you in writing a good response.
Step 1: Stay Calm Before Responding
Take a moment to breathe before responding. It helps you approach the situation with a clear, composed mind. You do not want to have your hurt feelings published on the Internet for all to see. We suggest using Loopon’s AI-generated responses to get a unique and personalized response to the guest as a good outline.
Step 2: Address the Reviewer with their name
By using their name or username it adds a personal touch that shows you’re responding to them directly, not giving a generic reply.
Step 3: Thank Them
Always thank the reviewer for sharing their feedback. Acknowledging their time and effort sets a positive tone, even in negative situations.
Step 4: Apologize and Acknowledge
Apologize for the inconvenience without making excuses. It shows you care and take responsibility, which builds trust.
Step 5: Rectify the Issue
Explain what has been done or will be done to prevent similar issues in the future. This demonstrates your commitment to improving guest experiences.
Step 6: Invite Them Back
Offer a chance for them to return and have a better experience. It can turn a negative situation into a positive future opportunity.
Step 7: Sign Off Professionally
Sign with your name and title. Using the a title with more authority adds to showing you are taking the feedback seriously. Signing off gives your response a personal and accountable touch, reinforcing trust and professionalism.