Turning negative reviews into positive comments
When i get a negative score and poor comments, i use it as my own weapon to strike back!
i keep my response polite, but i use it to promote my town, what the town offers and the strengths of my business and then inform them that i would love to welcome them back.
other potential guests look at the poor reviews, so i use it to my advantage by treating it like a personal marketing tool to self promote myself.
i do not take it personally, one guest never even stayed, but wanted a refund because her car broke down, like it's my problem. she wrote a horrid review, but it was worth taking the hit because, it is probably the most read review lol and the best for promoting myself so play the game!!!