Hostelworld lets hostel owners post a response to any guest review that contains comments. I have read some responses in the past that were neither helpful nor appropriate. When replying to negative comments, here are some things to keep in mind:
- The guest can’t respond to your remarks, so this is NOT a continuation of the discussion you may have had in the hostel. You are automatically getting the last word. Make it positive.
- Despite the fact that you are responding to one guest’s comments, you are not actually responding to that guest. You are really talking directly to future guests who are reading the reviews. Show them before they book that if THEY have concerns, those will be addressed in a professional manner.
- Be diplomatic. Do not insult the guests, call them names, question their intelligence, or accuse them of any dishonesty or wrongdoing. Your response is NOT to the guest. Your response is to the problem they have brought up.
Here’s an easy format to organize your response:
1) Thank the guest for their comments
2) Acknowledge their concern* (even if it’s a slanderous, bold faced lie)
3) Tell what action has been or will be taken (if appropriate)
*This does NOT mean that you confirm that their claims are true
Does anyone else have any best practice suggestions for responding to online reviews?
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