How do you respond on trip advisor to a negative comment, when most of the complaint is not justified and the guest had SOL on arrival. The GOOD:: comment was ok.
THE BAD: The place is a little worn, and it was not completely clean- thick coat of dust on top of the refrigerator, ceiling fans and next to the washing machine. There was definitely stains on the blankets as stated in another review. The worst thing- it is right next door to “The XXXXXX” backpacker hostel and on a busy street. If the drunk and screaming twenty- something backpackers didn’t keep us awake the traffic did. Unfortunately our room was right next to the hostel and on the street. I used earplugs every night and was able to sleep. Also as stated in another review we had ants in the kitchen the whole time in spite of using the bug spray they gave me on request.
If you want to save a lot of money and can live with some minor problems this place is an OK place to stay.
Room Tip: Ask to stay at the back of the property and away from the XXXXX.
Hi Linda,
Great question, we were actually asked something very similar via Live Chat not so long ago. So I can make sure the response is the best for your solution would you mind emailing me a link to the review (mel@untanglemyweb.com) so I can check it out for you and provide some specific advise. I will also post some not so specific advise back on this post so that it can be used for any other instances.
Cheers
Mel
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Thank you for providing the link, it is always important to read the review before I can send through some specific details.
The first thing to do is take some time out. It is important to respond but to make sure you do so calmly (you’re already taking the best first step by asking for some help). After you have taken some time out you need to assess their review right down to the small parts, are there any sections that are fully warranted? Are there any special events that were happening at the time? Were you aware of their issues? Did they mention anything while they were there?
If they were guests that caused problems or left a mess it is a very important point but something that needs to be very carefully addressed because you need to be sure to address their items but not personally attack them. The strategy for this is to acknowledge their points and thank them for their feedback but point out what you do to ensure that this is not the case or that if it is the case it is/will/has been rectified i.e. have the rooms cleaned daily/ recently refurbished etc. You are actually responding to the tens of thousands of TripAdvisor readers and not to the person who wrote the review specifically. As a rule of thumb you response should be 2-3 times the length of their review.
We had a similar situation happen to one of our past clients and they responded really well to a review on TripAdvisor. I have contacted you via email with the link to their response as an example (I won’t post the link here for privacy reasons – please email me if you have any question with regards to their answer).
If you would like you can draft up a response for them and send it through and I will review it for you. It is important that you address each of their items separately to keep your already great reviews gleaming like they currently do.
Cheers Mel
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