Responding to reviews is an essential part of reputation management. Here’s how our Orlando rental management company does it best.
It’s no secret that communication is one of the most crucial components of any successful business. For rental property owners, online guest reviews are a great way to boost visibility, build a positive reputation, and show that you care. On the flip side, reviews are beneficial for guests looking to leave helpful feedback or make an educated decision on a booking.
Not sure you believe us yet? A recent survey discovered that 74% of renters read between one and 10 online reviews before taking action. If you are ready to learn, our Orlando rental management company is sharing our best tips for responding to online guest reviews.
Why You Should Respond to Reviews
Think of online guest reviews as a valuable resource, chock-full of helpful tidbits you can implement into home upgrades, renovations, and more. However, online reviews are not like a physical guest book with a one-way line of communication. They are a great way to connect with former visitors, and clarify important details that future guests might want to know.
Responding to vacation rental reviews is important for several key reasons:
- It shows that you have a strong online presence and care about connecting with your guests. This is also a fantastic way to show prospective guests that you are responsible and deliver speedy communication.
- It helps build your online reputation. Close communication is beneficial during the booking and visit, and allows you to catch potential concerns before they occur. This can help increase the number of positive reviews you receive online.
- It provides you with the opportunity to address negative reviews publicly, improve customer satisfaction with solutions, and discover solutions to prevent negative reviews in the future.
- It improves search engine optimization (SEO) rankings on Google.
Respond in a Timely Manner
By responding quickly to guest feedback, you are able to show that you are committed to providing the best-possible experience. Our Orlando rental management company recommends responding within 24 hours of receiving a review.
Use a Friendly Tone
Maintain brand language while keeping things light, positive, and friendly. Avoid being defensive and always provide genuine apologies when they are necessary. If needed, our Orlando rental management company suggests directly addressing concerns in your response, as well as explaining the changes you will make moving forward to create a better experience.
Keep Your Response Brief
No one has the time to wade through a lengthy response. Our Orlando rental management company encourages owners to keep their messages short, addressing necessary points and thanking guests for their booking. If needed, you can share an email address they can reach out to in order to reconcile a negative stay, or provide another way for them to share more in-depth feedback.
Repeat bookings and positive word-of-mouth are the goal, which means you may need to troubleshoot in order to bring about a positive outcome. You can thank guests for bringing an issue to your attention, and offer a refund, a discount code, or a repeat stay with the guarantee of an improved experience. With an Orlando rental management company like Roseus Vacations, all of your reviews will be handled quickly and professionally by our experienced team.
Enlist the Help of Roseus Vacations
Are you ready to invest in a property management team that truly cares about your property and its guests? Let us take your vacation rental properties to the next level with our 15+ years of professional property management experience.