Hostels can now respond to online reviews on Hostelbookers. You may have received the following email from HB recently regarding this new feature:
Over the past few months we have been working on improving the HostelBookers website. Today we are pleased to announce that properties now have the ability to reply to reviews.
Properties replies will be held in our database until we have collected a significant amount of feedback. HB will be able to publish all comments between the end of March/mid April.
To reply to a customer review, open the comment and simply submit your reply.
Of course we will aim to publish all your feedback. With this in mind we’d appreciate it if you could observe the following:
- No Swearing
- No Hostility
- Avoid being offensive
- Avoid being racist
- Conflicts of interest to HB
If we decide not to submit your reply (the status will be NOT APPROVED) you will be able to do it again following the guideline.
Please note that only one reply per review will be accepted and it has to be written in the review language.
See an example below of a good quality response
Property's Reply / Addressing a negative comment
Thanks for your review. We haven't been informed that you would arrive at that early. By the time you arrived, the room was not available as the previous guest from last night has not yet checked out. (Our check out time is before 1200 noon.) We also asked you to leave luggage/take a shower or go out first. And once the guest checked out, we urgently cleaned the room to let you in. Me, as the owner of the hostel has stated this point clearly and politely to you on the spot.
Should you need more info on this matter don’t hesitate to contact me.
See this thread for a discussion about how to respond to reviews in a positive way.