2
M R
Answered

Responding to Guest Review

Dear fellow partners

Very grateful for advice.

I am not sure how to respond to a guest review. (And I have read all the HELP information on the subject.)

Here is my situation:

We currently rate 9+ for COMFORT on 24 reviews received so far. We are relatively new.

Recently, we had guests whom we upgraded to a bigger and better room. They rated us 7.5 despite the upgrade.

OK. I can let this be and not pay attention to it but I like to respond to all the reviews.

I don't think it would be good form for me to question  the guests' rating in my response.

At the same time, I cannot write a mere 'thank you for your review....' -type response which would kind of accept their rating. 

What would you do?

 

Grateful for your opinions /advice 

 


11
BrookAve

 

Hi 

There is really nothing you can do, people are fickle, that is just how it is.

 

Bob from USA , versus Claude from Belgium and Anna from Austria, using the same type of bed in week 1 , will give different views.

 

People are just stupid, lazy and fickle, its just simpler to accept it.

 

Dont overthink it. It will drive you mad.

 

 

Typcially you just reply  -

 

Thanks for taking the time, feedback is always good but  there is also a difference with misinformation ,, misunderstanding and demystifying your incorrect preconceived ideas.

So it is important you do not just make generic statements and actually give examples of why you rated something low, other wise how can anything be learned or improved.

 

Please review your comments an amend to more appropriate comments, thank you kindly.

 

Kind Regards,

2
M R

Many thanks for taking the time to share your experience.

It's reassuring to read what you say.

Best regards