Managing online reviews

Online reputation matters so try to stay at the top of the rankings. Don't ignore TripAdvisor it has over 50 million monthly visitors worldwide!

• Ask your guests to review your business and maintain a high presence on social media and booking sites.
• Make it easy for customers to write a review by either providing a clickable link in a thank you email or displaying a TripAdvisor badge.
• Respond to reviews - it shows that you are listening and sets expectations for future guests.
• Don't go overboard with your responses, it can be off putting.
• Always respond to negative, damaging or confusing reviews.
• Occasionally respond to positive reviews. Don't be repetitive.
• Reassure - thank, apologise if necessary and let the reviewer know how you are following up.

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