How to handle negative guest reviews

Your six-step guide to turning a bad review into a positive.

Download this guide about hotel guest reviews from BookingSuite.

What you'll learn from this guide:

  • why negative guest reviews increase trust in your property
  • how bad reviews can be turned into a positive
  • what to do when you receive a negative review
  • what to include in your replies to reviews

One thing’s for sure in life: you can’t please everyone. No matter how good your service is, there’ll always be someone who isn’t completely satisfied.

Negative guest reviews are inevitable in hospitality – but what kind of impact they have is up to you. They may seem like a blow to your image, but they can actually be an opportunity to show that you listen to your guests’ feedback – and take appropriate action.

In this six-step guide, we’ll explain how a few negative guest reviews can actually increase trust in your property. You’ll also read our main tips for managing reviews and how to reply to them, both on your property page and through private messages.

When potential guests see that you’re the kind of property that takes feedback seriously, and that you work hard to fix issues, it’ll play in your favour. In the long run, that means more bookings.

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