TripAdvisor research* finds that accommodation owners that respond to their reviews benefit with more booking enquiries, they say 21% more likely.
Ever been an ignored customer at a coffee bar or restaurant, seen but just not important enough to respond to? Well that’s how it looks when a customer reads your reviews and finds no responses. They have to assume you don’t care as much as the properties that do take the time to respond.
Perhaps you are extremely busy or don’t need the bookings, so just like the coffee bar, ignored customers will go and find somewhere they believe does care. According to TripAdvisor’s research it’s exactly what happens, they say up to 21% more bookings go to properties that take the time to respond.
When you do answer reviews (both the good and bad) it *shows* …..bang ! right there and then in front of them – this accommodation is engaged, caring, listening. Displaying this level of engagement is of course
quite different from just *saying* it on your website or in emails. If you really want customers to believe it then you have to find ways of *showing* it. The ability to respond to reviews is a marketing gift so use it to show how engaged you are.
You might not love TripAdvisor but can you afford to ignore them ? They undoubtedly have a vested interest in getting you, the property owner, to engage with their site (respond to reviews) but even with this in mind we still agree that reviews count.
At freetobook we have been developing review and feedback technology for years, you can already tweet, facebook or place your freetobook reviews on your website and of course you can respond to them. Our customers can make full use of these and many more functions in their “Home” tab by clicking “Reviews” on the orange bar. If you are not yet a customer, what are you waiting for? Join up today for free, no risk and let us show you what you are missing at freetobook.
Related blog articles from the past
Share your reviews online for direct bookings
10 Tips on managing good and bad reviews
Customer reviews a winning strategies
* TripAdvisor press release Sep 3, 2014