Managing Yelp reviews for hotels is more than damage control—it’s your chance to shine! Think about it—guests rely on reviews to decide whether to hit that "Book Now" button or keep scrolling.
This blog explores the dos and don'ts of Yelp hotel review responses. From celebrating glowing feedback to gracefully managing complaints, it’s all about showing you care.
Prevent typical errors to convert visitors to loyal customers. Ready to boost your hotel’s reputation? Let’s go!
Imagine your ideal guest is scrolling through Yelp. They are deciding between your hotel and a competitor down the street. They check out your hotel details and read several customer reviews before making their decision.
Now, this is a mixed bag!
You have both positive and negative reviews. While the negative comment can cost you a customer, as a hotelier, you can turn that around for your property.
In this blog, we’ll look into how to respond to Yelp reviews for hotels.
We see what works well and review common mistakes that can damage your hotel’s reputation. Learn how to respond, engage, and manage your online reputation on Yelp.
With over 200 million monthly customers, Yelp is now one of the leading hotel review sites.
Its influence grows more substantial across the hospitality sector.
When choosing a hotel, most visitors check Yelp reviews to understand the establishment better.
Responding to Yelp reviews is a great way to show your commitment to excellent service and to thank guests for their feedback.
The way you handle reviews can strongly influence how guests view your hotel. Managing your Yelp hotel ratings is as important as offering excellent customer service.
Your guests need to feel valued. And so do your potential customers.
Positive reviews build trust with guests and help your hotel stand out. Engaging with reviews also boosts your visibility. On the other hand, poorly handled negative reviews can seriously harm your reputation.
According to a report by Luisa Zhou, around 89% of consumers try to read reviews before buying.
Also, 49% of consumers trust online reviews as much as personal recommendations from friends and family.
Thus, hotel owners and managers must respond thoughtfully and effectively to Yelp ratings.
The right approach to Yelp review management can make all the difference to a customer. The following are the dos of hotel customer review management:
Start every response by acknowledging the guest's feedback. Whether the review is positive or negative, show that their opinion matters. Thank guests for taking the time to share their experiences.
For negative reviews, acknowledge their concerns and express gratitude for their constructive feedback. Appreciating all feedback helps build a good relationship with your guests.
Examples:
Generic replies can feel cold and dismissive. Personalizing your responses shows you care about each guest’s experience.
Use their name and reference specific points from their review. This makes the response feel genuine.
Example:
When guests leave negative reviews, don’t ignore their concerns. Address the problem directly and offer a solution.
Let them know how you plan to fix the issue. This shows potential guests that your hotel takes feedback and works to improve.
“We’re sorry for the noise during your stay. We’re addressing this issue by adjusting our quiet hours policy. We hope to make your next visit more enjoyable.”
Solution-Oriented Response: "We’re sorry to hear about your experience with our front desk. We’ve since provided additional training to ensure every guest is greeted promptly and courteously. Thank you for bringing this to our attention!"
Always keep a professional tone, no matter how negative a review is. Avoid using insults, sarcasm, or defensive language.
Polite responses can turn critical reviews into positive impressions. Other guests reading your response will notice your professionalism and how you handle feedback.
Example:
Reviews on Yelp offer valuable insights into what your hotel does well and where you can improve.
When responding to reviews, mention how you plan to enhance your services based on their comments.
Example:
Follow these hotel review management tips. They will create a positioning of continuous improvement in your current and future guests' minds.
While it’s important to respond to Yelp reviews, it’s equally important to avoid certain mistakes that could backfire.
Here are some things to avoid when responding to Yelp reviews.
Never argue with a guest in your response. Defensive replies only escalate the issue and harm your reputation. Instead, approach the situation calmly and focus on resolving the problem.
Apologize when necessary and explain the steps you’ll take to address their concerns. Remember that your response is for the reviewer and future guests who will read it.
Example of a defensive response to avoid:
Example of a good response:
Replying with generic, pre-written responses can leave a bad impression on your guests. It makes them feel like you haven’t taken the time to read or address their specific concerns.
Every review is unique and deserves a personalized response.
Examples to avoid:
It might be tempting to dismiss negative reviews, hoping they’ll fade away, but this can backfire.
Ignoring bad feedback sends a message that your guests’ opinions don’t matter.
Worse, it leaves issues unresolved, which could lead to more complaints from future guests. Negative reviews need prompt, thoughtful replies.
It’s essential to offer solutions, but only if they’re realistic. Don’t promise what you can’t deliver.
For example, if a guest mentions a broken air conditioner, don’t guarantee it will be fixed immediately unless you’re sure it can be. Broken promises only lead to more frustration and negative reviews.
Examples to avoid:
Yelp reviews are not a platform for marketing your hotel.
While it’s fine to mention updates briefly, don’t turn your response into an ad.
Focus on addressing the guest’s concerns and thanking them for their feedback.
Examples to avoid:
Managing Yelp reviews for hotels is crucial for maintaining a positive reputation.
Following the dos and don’ts mentioned in the blog will help improve your hotel's reputation.
This will strengthen your guest relations and showcase your hotel’s commitment to improving services.
Always take the time to personalize your responses, address concerns, and use feedback to make necessary improvements.
Properly managing your Yelp reviews will help you build trust with potential guests. It ensures that your hotel stays at the top of Yelp’s listings.
Remember, Yelp reviews are not just about handling complaints—they’re about showing potential guests the value you place on their experiences.
Avoiding these common mistakes will help you build a loyal customer base and continue to attract new guests to your hotel.
Which of the above tips are you going to implement right away?
Author
Raj Patel
CEO & Founder
Raj Patel, the driving force at INNsight, is changing the game for hotels with his real-world expertise in software and digital marketing. Drawing on his Silicon Valley experience at eBay, Raj keeps things practical. Think of practical tools that work, making hotels shine online and turning digital success for every hotel. Jump on board the INNsight journey, where Raj's hands-on approach brings a touch of reality to revolutionizing the hospitality scene.
Follow him on LinkedIn - www.linkedin.com/in/rajbpatel
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