By listing your property on AirBnB, you can reap a lot of benefits. Being touted as a revolutionary force in the hospitality industry, AirBnB doesn’t fail to impress any entity working with it. And definitely not the people who list their homes or spaces on the platform.
If you have used AirBnB, or have a property listed on the platform, you must be aware of the incredibly high standards of service that AirBnB strives for. While it is a great feeling to have been associated with such a company, there are some challenges as well, especially for those who list their property on the platform. One such issue is the negative AirBnB reviews and how to craft a response for them. In this post, we are going to share some tips for responding to negative AirBnB reviews. Let’s get started:
1. Prevention is the best cure.
For any problem in the world, the solution is to prevent it from happening in the first place. Always be proactive and diligent, make sure that your customers are happy. Make sure that you provide a great experience at every step of the customer journey. From using a good GST billing software for giving a smart check-in experience to providing bathroom essentials, everything needs to be perfect.
2. It’s not personal
Even if you get a bad review. Understand that it is not that big of a deal. To do this, you should know that it is nothing personal about you or any of the team members. Just focus on how you can handle it well.
3. Make a special effort
The customer has left that review for a reason. He wants you to know that something made them unhappy. Once you understand the reason behind their negative review, it might be the best idea to go ahead and communicate directly with the guest. By doing this, you are showing that you really care about their needs.
4. Have a clear strategy for each review
Every guest has his own needs. To make sure that you are on top of these negative reviews, you should have a clear strategy for each review. Some might have had a problem with the wifi or maybe some guest didn’t like the way they were greeted. And its okay to have such problems. But, the important thing that you need to do is handle each situation differently.
5. Respond by keeping future guests in mind.
Some people might respond irresponsibly to these negative reviews. However, that shouldn’t be the case. You need to understand that future guests might also read your response. And whether you like it or not, their decision to stay at your place depends on the kind of impression that your response leaves on them.
6. Stay professional
In many cases, people might respond to negative reviews in a casual manner. While it’s true that the platform is not the good-ol’ diplomatic type hospitality website, the people are the same. And they expect you to be professional at all levels.
So, these were some tips for responding to negative AirBnB reviews. Have any questions? Feel free to let us know in the comments.