Comments on: The Importance of Travel Reviews (and How to Respond to Negative Reviews) https://www.thetravelcopywriter.com/2138-2/ Travel, Hospitality & Real Estate Copywriting, Content & Branding Mon, 12 Jun 2023 11:38:59 +0000 hourly 1 By: Erin Raub https://www.thetravelcopywriter.com/2138-2/#comment-136933 Mon, 26 Feb 2018 22:26:55 +0000 http://www.thetravelcopywriter.com/?p=2138#comment-136933 In reply to Mackenzie Haugen.

Hi Mackenzie,

As you said, a personal response is a must (to any review – positive or negative), even if it’s as simple as a “Thank you so much for your review, we’re so happy you had a 5-star stay. We hope to welcome you back sometime!”

As for compensation, I think that’s something to handle on a case-by-case basis. Certainly, some issues would warrant a partial refund or other compensation – for example, if the A/C is out for several days during a 90ºF week! – while others, to my mind, are simply par for the course of renting a vacation home. (Example: The dishwasher breaks but it’s repaired within 24 hours.) I also think it has to do with the type of rental: expectations are generally higher at a $600/night rental than at a $100/night home, though that doesn’t mean the latter shouldn’t hold itself to high standards!

What are your thoughts? When have you issued refunds and/or free nights?

]]> By: Mackenzie Haugen https://www.thetravelcopywriter.com/2138-2/#comment-136924 Mon, 26 Feb 2018 01:11:37 +0000 http://www.thetravelcopywriter.com/?p=2138#comment-136924 Hi Erin,
This post and infographic are so important! I fully agree with your thoughts on responding to customer complaints. At the veterinary clinic I used to do marketing for, the owner himself would respond to negative yelp reviews, and often write emails to specific clients thanking them for their feedback. These personalized responses are always so appreciated by those who had a negative experience. I was wondering your thoughts on giving some form of compensation to those who had negative experience? While, obviously, not everyone who complains should be rewarded with a free night stay, is there any circumstances that you can think of that would warrent being gifted something from the company? Thank you for your post.

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