We scoured Tripadvisor for the best (and worst) Covid-era traveller reviews and then analysed these reviews, along with the management responses. As usual, there’s plenty to be learned from these examples of responses to reviews.
Travel’s not been abundant since Covid-19 started keeping us socially distant, and therefore online reviews have been pretty sparse, too. But, there’s still plenty of info on Tripadvisor for travellers wanting to relieve their pent-up travel passion, and enough examples of how (and how not) to respond to Tripadvisor reviews to get you back in the groove of managing your online reputation.
We scoured Tripadvisor for the best (and worst) Covid-era traveller reviews and then analysed these reviews, along with the management responses. As usual, there’s plenty to be learned from these examples of responses to reviews.
How to respond to good reviews, with examples
Responding to a good review is so easy, some even wonder if it’s worth doing. The reviewer was happy, so why spend time on these reviews? The answer, as always with online reviews, is twofold. Firstly, the reviewer took time out of their day to share feedback about your business, and, in the case of a good review, promote it to others. It’s common courtesy to thank them, and it will further nurture the seed of loyalty the good experience has sown.
Secondly, this reviewer isn't the only one reading your reviews and responses. The way you respond to reviews, whether they are good, bad, or a bit of both, gives your potential guests, the ones browsing Tripadvisor (and other online review sites) an indication of the kind of interactions they will have with people at your establishment.
Responding to a good review is quick and easy, and there’s a flop-proof recipe:
- Address the user by their chosen username (if you’re using online reputation management software and are able to link a review to a guest profile, be careful not to use their real name by accident)
- Thank the reviewer for taking the time or making the effort to write a review
- Reiterate one key point in the review for the benefit of other readers
- Invite the reviewer to stay again
- Sign off with your name and job title
Although it’s tempting, don’t just copy the same response for all good reviews. This comes across as impersonal and insincere, and can even undo some of the positive impression given by the reviewer.
