95% of consumers suspect censorship or faked reviews if they don’t see bad scores according to Vendasta, a white-label platform for companies who provide digital solutions to SMBs. Deleting or covering up bad reviews gives off the vibe that you do not value the opinion of your guests. When you reply to these comments, people see that people behind your hotel are humble and that you appreciate that they brought an issue to your attention. With that, your online reputation is strengthened.

The first step in dealing with a negative review is to acknowledge it. Scroll below to find out the next steps!

Our very own Customer Relationship Manager shares the effective step-by-step guide in responding to bad reviews online:

1. Acknowledge the comment.

Thank the customer for bringing the situation to your attention. Also, you can address the guest by his/her name to make it more personal. This should really be the first step and not deleting the comment. Deleting bad reviews is an act of denial and it will not make guests trust your hotel.

2. Apologize.

Even if it is not entirely your fault, an apology shows that you aim to provide better service on their next visit. Aside from appeasing your guest, this also shows humility.

3. Include a concrete action that you will do immediately.

Guests would like to know that you actually did something to solve his/her concerns. It is important to be proactive so as not to encounter the same issue again. Make sure that you also update the guest once you’ve done corrective action. This assures him/her that you actually did something about the issue. 

4. Compensate them (if necessary).

You can provide vouchers so they can feel that you actually want them to come back and experience better service. However, you should not always give compensation because some guests might take advantage of this. 

What does ZEN Rooms do to help you handle these bad reviews?

If you become a ZEN Rooms partner, we will address these bad reviews for you. Our Customer Service Superstars make sure that all negative reviews are addressed, so your hotel can be travelers’ top choice. It’s like you have a dedicated reputation manager for your property! 

Just send us an email at [email protected] to inquire about our partnership.


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