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.

Image for post
Image for post
  • 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.

Your search results affect how people perceive you. Learn how ReputationDefender can help protect your online reputation.

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store