SOCIALLY RATING WEBSITES
Tripadvisor
First open an account with Tripadvisor (see below). If you are a daily operation (Hotel, Bed and Breakfast etc) you probably want link 2. If you are a weekly rental or let then you probably should try link 3 first.
All links below (1-3) are external links to Tripadvisor website )
1. How to get listed on Tripadvisor
3. List a holiday Let, Self Catering Units etc (weekly rental)
Once you have set up your account you can promote your property and Tripadvisor page by putting a Tripadvisor BADGE on your website. People can see your rating or head to the Tripadvisor website read your ratings or give their own review. There is a link for these little badges on your personal OWNERS PAGE. Your ultimate objective is to get a Certificate of Excellence badge meaning you are an exceptional accommodation resource and almost guaranteed trade.
Dealing with negative Trip Advisor comments:-
It’s very tempting when you have just read a negative comment on Tripadvisor about your accommodation to immediately blast off a reply stating how stupid the guest was, how mean and mean spirited they are and how there’s nothing wrong with your establishment offering excuse after excuse after excuse … You may laugh but this IS how most people respond to negative criticism.
A complaint is a hidden jewel – it is marketing feedback that can be actioned immediately that in the end will make YOUR product better than your neighbour’s offering. It’s probably best only to read TripAdvisor comments in the morning – that way you wont lie awake all night seething or worrying about it. Start by taking a break of at least 24 hours. Then look at the exact points of criticism and write them down.
Start the reply by recognising the customer did not enjoy their stay/meal etc. Then address each point in turn by saying what you will be doing for future visitors so this doesn’t happen or the service will be improved.
This shows you CARE about your customers and VALUE their opinion. Even if the customer feedback comments are horrid, unjustified and a personal attack – your reply will be a calm and professional response.
End by thanking them help make your establishment better with their constructive critique and how you always welcome this.
A good example of dealing with feedback can be viewed here where McDonalds the burger chain deal with a “question”