how to get more positive online reviews (and respond to negative ones)

Travel Marketing 101

How to Get More Positive Reviews & Respond to

Negative Ones

…and 86% said reading a

negative review did the same.

. In fact, the latest stats reveal that 90% of individuals claim

reading a positive review online impacted their buying decision

The vast majority of travelers check online

reviews before making any trip decisions.

TripAdvisor, Yelp, Google and Facebook are often first

stops for potential guests making travel plans.

Receiving many positive online reviews,

and gracefully handling the inevitable bad

review, can amp up your travel

businesses revenue in an organic,

low-cost way.

That’s why we’ve created this simple guide to

help you Ace the game of online reviews &

enhance your online travel marketing strategy:

The Three Giants of

Online Travel

Reviews.

Tr ip Adv isor, Facebook and

Google My Bus iness

Trip Advisor is hands-down the most important review site

for travel and tourism brands, staggering 480 million

unique visitors with a steady 280-315 million travelers

using the site each month.

The higher your ranking in TripAdvisor, the more

customers coming through your door.

Quality Quantity

Recencyof

Reviews

TripAdvisor determines its rankings based on

Pro Tip!

Don’t Put all of your

eggs in one basket

Instead, build

your reputation

across the board.

Facebook and

Google Business are

two sites people go

to when making

travel plans and

f inding reviews.

If you are already providing 5-star service, then it should

be easy to get 5-star reviews.

However, you will need to be proactive in asking your

guests to leave reviews online

By taking just a few simple steps, you can build

your online reviews and manage your brand

reputation.

How to get Raving Online Reviews

Most guests are happily willing to leave good

reviews, they just need prompting

Get CREATIVE in reaching out to ask them to write

a online review

Here are some ideas…

Give guests a Goodie Bag & Welcome Note

Here are some ideas…

Email a Thank You note

Here are some ideas…

Remind Guests at Check Out with a small note

Here are some ideas…

Give reminder cards to employees to pass out to

guests

Here are some ideas…

Make it easy for guests by leaving the link

Trip Advisor

provides a tool

called Review

Express

Making the process fo r you and your guests s imp ler !

How to Respond To Negative Reviews

Responding to negative comments is crucial. Not responding, or

responding rudely or defensively, will only hurt your business in the long

run.

How to Respond To Negative Reviews

Listen carefully to what the reviewer had to say. If it is something you can

truly improve upon, then tell the person that you value their feedback and

you have already begun to implement said changes.

Start by kindly

Thanking them

Then explain your side of

the argument

The Sandwich Method

for responding to negative reviews

End by thanking them

for their feedback

Here are two examples of how

NOT to respond…

Getting defensive is only going to hurt your business.

Responding to the Negative Reviews with Grace

Take time to show the readers that you are genuinely

confused and saddened to see a negative review

Responding to the Negative Reviews with Grace

Addit ional Tips For Responding To TripAdvisor

Reviews (Both Posit ive and Negative)

• Respond w i th in 24 hours

• Use the gues t ’s name (o r username)

• Be thought fu l and ind iv idua l i ze responses

• Rep ly to bo th Posi t ive and Negat ive rev iews a l i ke

• I nv i te gues ts back in a persona l i zed way

Managing your

online reputation

is one of the

most important

aspects of travel

marketing.

Our Promise to you is that you will leave this webinar with the specific action steps you need to take…

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