Stephane 🐝 Fenner en EHL - Ecole hôtelière de Lausanne, Online Marketing, Hospitality and Tourism Managing Partner • Gourmet Swiss Import 4/7/2016 · 1 min de lectura · +900

How to Respond to Online Negative Hotel Reviews

How to Respond to Online Negative Hotel Reviews

The percentage of travelers who book their trip online is growing every year. As a consequence, it is becoming extremely important for hotels to have a good online reputation. According to Statisticbrain, 81% of travelers find online reviews important when booking their hotel stay. In fact, 49% of travelers won’t even book their trips without looking at them.

However, despite what many establishments believe, travelers do not only check the reviews the hotel has received, but also check how the hotel responded to these reviews.

Shama Kabani, author of The Zen of Social Media Marketing, states:

“Even if you do get negative feedback, you can turn it into a positive by engaging in a constructive way and showing that you’re a genuine business. People are not looking for perfection online. What they’re really looking for is humanity and a genuine response, so a negative review can be a great opportunity to respond in a positive and transparent manner. And that has a good impact on all your customers.”

However, replying to negative reviews can be difficult, especially at first. You can find a few tips here below, to get you on track:


Tripadvisor has published a list of guidelines to be followed when the management team answers the reviews made about its establishments. It includes requirements such as the use of family-friendly vocabulary, the respect of personal privacy, and the prohibition of promotional material of any kind.


Even if negative, you should always thank your guest for having taken their time to write the review. Remember that other travelers are also reading your answers, and therefore, the more courteous and respectful you are, the better impression they will have of your attitude if something goes wrong during their stay.