The True Cost of Bad Reviews + Useful Tips You Need
This week, we're diving into the power of online reviews. 93% of travelers rely on them, so let's make sure yours are working for you!
Hi everyone:
This week, I want to touch on something that can make or break your business—managing reviews. A single bad review can cost you bookings, but there are ways to turn things around. I’ve got some tips on what to avoid, plus insights on optimizing your website to turn visitors into guests. Whether it’s making your site mobile-friendly or learning how to handle tricky reviews, I hope you find these tips valuable.
And remember, our community is here to help you every step of the way. Join us and let's grow together!
Cheers!
Kay
Are your online reviews helping or hurting?
93% of travelers say online reviews impact their booking decisions
Managing reviews isn’t just about protecting your reputation—it’s about building strong connections, increasing your reservations, and ensuring long-term success.
Reviews are key to your property's online visibility:
Search Engine Rankings: More positive reviews can boost your search engine ranking.
Social Proof: Positive reviews act as endorsements, encouraging others to book.
Increased Bookings: Higher visibility and strong social proof drive more direct bookings and enhance your brand's presence.
Here are some pitfalls to avoid:
❌ Don’t Ignore Reviews: Failing to respond to guest feedback—whether positive or negative—can send the wrong message. Guests notice when you don’t acknowledge their experiences.
❌ Don’t Be Generic: A one-size-fits-all response to reviews can feel insincere. Avoid using templated replies that lack personal connection. Guests appreciate thoughtful, specific responses.
❌ Don’t Dismiss Negative Feedback: Ignoring or dismissing guest concerns can harm your reputation. Instead of brushing off criticism, use it as a chance to improve and show that you’re listening.
❌ Don’t Make Leaving Reviews Difficult: Complicated or unclear instructions for leaving reviews can discourage guests from sharing their experiences. Keep the process simple and accessible.
Managing reviews isn’t just about damage control—it’s about creating opportunities. When you avoid these common mistakes, you’ll see how powerful guest feedback can be for your business.
Better Conversions: Insights from Irish Hotels ☘️
Strategies from Across the Atlantic
Top Irish hotels are achieving remarkable success by transforming their websites into powerful booking tools. From The K Club's seamless mobile design to Ashford Castle's stunning visual content, learn the secrets behind their achievements. Strategies like clear call-to-actions, engaging blogs, and personalized offers can elevate your hotel's online presence and boost conversions. Ready to follow in their footsteps? Grab a coffee and read the full article by Alessia Negro, publisher of Mrs. Hospitality.
Updates - Connect, Share, and Grow ❤️
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👀 Do You Have Feedback?
If you have any thoughts on resources you'd like to see in next week’s newsletter, topics you’re curious about, or any feedback to help us improve Smart Pineapple's weekly updates, just hit reply and let me know. Your input is always appreciated!
Kay Walten
Founder
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Thank you for staying connected. Explore more about Smart Pineapple 🍍 and continue enjoying our insights.
6 Tips to Get Better at Asking Guests for Feedback
"Feedback is the breakfast of champions." – Ken Blanchard
Guest feedback is essential for improving your vacation rental experience, increasing direct bookings, and building a strong reputation. Here’s how to ask for better feedback and make it work for you:
1️⃣ Listen to Understand, Not to Defend
When a guest shares feedback, focus on understanding rather than explaining or justifying. Take notes on what they say so you can reflect later. A simple "I appreciate you sharing this" reassures guests that their input is valued.
2️⃣ Make Feedback a Standard Part of Your Guest Experience
Encourage guests to share their thoughts regularly—through follow-up emails, a guestbook, or post-stay surveys. Let them know why their feedback matters: "Your input helps us make future stays even better!"
3️⃣ Embrace Constructive Feedback
Hearing areas for improvement can be uncomfortable, but it's a valuable opportunity to enhance your guest experience. Think of it like refining your hospitality—small adjustments can lead to glowing reviews and repeat bookings.
4️⃣ Ask Specific Questions
Instead of just saying, “Did you enjoy your stay?”, try:
👉 “What’s one thing we could improve to make future stays even better?”
👉 “Was there anything missing that would have made your trip more comfortable?”
Clear questions lead to actionable insights.
5️⃣ Close the Loop: Show You’re Listening
When guests provide feedback, acknowledge it and take action. If a guest mentioned weak Wi-Fi, update them: "Thanks to your feedback, we’ve upgraded our internet speed!" This builds trust and encourages future guests to share their thoughts.
6️⃣ Make Feedback Conversations Comfortable
If a guest seems hesitant, reassure them: “I really value honest feedback—your thoughts help us improve for future guests.” A welcoming approach makes guests more likely to share useful insights.
✨ Bonus Tip: Turn Feedback into Marketing Gold
Positive guest feedback? Ask if you can share it as a testimonial! A simple, “Would you mind if we shared your kind words on our website?” can help attract more direct bookings.