July 22, 2019
Responding to reviews clearly demonstrates — to both former and prospective guests — that you are interested in feedback, and that you take customer service seriously.
Each property should determine its own strategy for responding to reviews. Some businesses respond to every review, while others focus primarily on critical ones.
It’s generally a good idea to respond to reviews that are negative, as well as those where you can correct a factual misstatement or write about an action you’ve taken to correct problems addressed in the review. Another best practice is to always have at least one Management Response amongst the ten most recent reviews you’ve received. That will help ensure travelers don’t have to dig too far into your property’s review history to see a response from you.
You have the option to receive email notifications whenever new reviews are published for your property. This will help you monitor reviews as they come in, and decide which ones you want to respond to. To manage your email notifications, click on your profile icon in the top right corner of the Tripadvisor homepage, then select “Account info.” Hover over “Settings” and click “Subscriptions.” Under the “Emails for Owners” tab, next to “Reviews & Questions” make sure the “Subscribed” bubble is selected.
In order to reply to a review, you need to be registered with our free Management Center. Claim your property at www.tripadvisor.com/Owners.
Once you are registered and verified, access the Management Center by clicking on your profile icon and selecting “My Business” in the top-right corner of any page and follow the steps below. If you receive review notification emails, you can also click on the “Respond” link from the email.
Before drafting your response, read our Management Response guidelines. In order to be published, your response will need to meet these guidelines.
Thank the reviewer for taking the time to share their experience. Avoid using the same standard reply for every response, as that can come across as repetitive and insincere. Refer to the reviewer’s positive comments about your business to both personalize your response and reiterate the compliment to your potential visitors.
Responding to negative reviews can be tough, but doing so is important. In fact, 87% of travelers agree that a thoughtful response to a bad review improved their impression of the property.1 Here are five tips to keep in mind when you receive a negative review.
Need more help responding to negative reviews? Read on here.
Currently it is not possible to edit your response. If you want to change something, the best thing to do is to delete your original response and resubmit the edited version.
Once you click submit, the status next to the review will become “Response Pending.” When the response is approved, the status will change to “Response Published.” The majority of Management Responses will be reviewed and posted within a few business days. If there is a question of whether your response meets all of our guidelines, it will take longer to process. If your response is not approved, the status will become “Response Rejected”. Please review the Management Response Guidelines and submit a new Management Response for that review.
1. The 2015 Tripadvisor “Custom Survey Research Engagement”