It is obvious that hoteliers need to respond as quickly as possible to bad customer comments, to avoid tarnishing the e-reputation of their establishment, however not all hoteliers take the time, or think it is not useful to respond to positive customer comments.
Here are a few tips to guide you in the development of your response to a positive comment on Google, your social networks or Tripadvisor for example :
- Thank the traveller by name.
Be sure to thank the traveller and address him by name. This person has taken the time to write a glowing review of your property, which does wonders for your online reputation. The least you can do is thank him or her for doing you a favour!
- Customize the evaluation response.
Repeat some of the specific compliments the appraiser makes about your hotel. Express your joy that your traveller had such a wonderful stay. This reinforces the positive aspects and shows readers that you really care about your guests.
- Thank the traveller again and encourage them to return.
Encourage loyalty by reminding your customers that you love to see them again and again.