The idea for this article came from this article http://lifehacker.com/5940640/how-can-i-deal-with-rude-emails which is about dealing with rude emails which is a very similar topic (I would recommend reading this article when you have finished as has a lot of good points.
Many of the points are similar -
(1) my first point is the same - Don't answer right away!!!! - I say this over and over again - DO NOT LET THE CRAZY OUT ON THE INTERNET! - you will be hurt and right afterwards you will be angry but this is the most important thing to remember - this a problem DO NOT MAKE IT WORSE!
(2) So step 1 is shout a bit, kick the cat and write a real stonker of a response about how stupid and annoying they are etc then bin it! do not under any circumstances ever post your first attempt at a response it will be disaster. The number of people who say "we read the management responses of XYZ place and thought if that is what they are like we aren't going to stay there!" is high and that's only from the people who tell me! do not make your bed and breakfast, Guest House or Hotel one of those places with the loony owner! it only serves to re-enforce the review.
(3) if you can, get someone who you trust to give you their honest opinion to read it - do you sound like a loony? if so give it another shot. Remember you want to seem like someone who is nice to stay with (I always say my ambition is to be the cool aunt - everyone has one the aunt that always sends cool gifts and is fun to stay with? thats your target and who you want to show you are - not the crazy aunt who could do with locking in the attic!
(4) do not ever use phrases like "well we can't get it right all the time" this was nearly put by a friend of mine on to trip adviser - your guests expect that you do get it right every time - its what they are paying you for! we all know full well real life isn't like that but frankly they don't care. They don't give a monkeys about your child/husband being sick or the shop running out of vegan spread (don't get me started on that one).
(5) Remember any review is an invaluable marketing opportunity be it good or bad so don't waste it. If you get a bad review of X room you can give an update of how you are renovating it, changing the drapes and so on so your future guests are aware of this. Take the opportunity to mention things completely unrelated to the review if you have added or improved something - people will not read web sites extensively but they will read reviews so here is your opportunity to put in a plug for yourself.
(6) If this was a nightmare guest and we all have them - special diet that they only told you when ordering breakfast, late check in, damage or drunk - try and make it so that you are not having a go at them directly ie try and make the reader - read between the lines. I also try and put in a plug for booking directly at this point as well ie if you need a room on a lower floor (ie guest complains about the stairs), special diet, late check in etc please ring us directly so we can make sure that we can accommodate your requirements and give you the best possible service etc.
(7) People will complain about getting exactly what they booked ie we have 2 single rooms with private bathrooms ie not in the room - the description on booking.com is single with private external bathroom - reviewer comment was bathroom outside the room - well that is what you booked isn't it?
In cases like this the answer is "for future customers we advise that we do upgrade where we can but if you book a room with a private external bathroom you will not necessarily be in an ensuite room"
(8) My friend Mike has the best attitude to bad reviews (his place is cracking by the way so they are few and far between) - the problem is not with my place its with the customer - understand this simple truth and move on. Most bad reviews are caused by customers not understanding what they have booked - ie I am in a 4 story building - this is on my access statement on my web site in full detail with the number of steps to every floor, pictures of my entrance and exit included - and yet people with mobility issues do not put this on their booking and end up with the only double left on the top floor etc - If I had a pound for every person who asked me where the lift is I would have enough to block pave the front garden!
(9) - When you have done your response - let the review go - I know it is hard and I still have one or two which rankle and pop up in my mind now and again but don't let people like that have power over your life! do not let people that stupid ruin your day! Also (and I know its the ones you wish you could forget stick in your mind!) try and remember the multitude of nice guests who come through your door - the people who brought you flowers or left a little gift? these are the people that matter and don't forget it!
Just seen this article from fellow blogger - http://chocolatepillow.com/tripadvisor-management-responses-the-dos-donts/ - top notch!
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