Understanding and Responding to Customer Reviews on TripAdvisor

TripAdvisor has hundreds of millions of unique monthly visitors looking for reviews and opinions on everything related to vacations and tourism. These users also base their final decision on what they see on TripAdvisor. Hence business owners of hotels, tour operators or any rental service provider would benefit immensely from actively managing their profile on TripAdvisor.

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  • Thank them for choosing your business and taking the time to review.
  • Repeat compliments from their reviews and acknowledging them.
  • Invite them to visit you again or contact you when they come back to your region.
  • Address them by their name and loosely touch on the positives they mentioned about you.
  • Apologize for the negatives in their customer experience and explain how you will address the existing issue.
  • Invite the customer back to give you another chance, now that the issue has been dealt with. You can also offer a discount in private.
  • Be honest in this type of responses, because customers will appreciate your authenticity.

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