First, make sure you have addressed their feedback and resolved their issues. And when you finally request them to resubmit their review on Tripadvisor, be cordial and clear as to the nature of your request. You may also want to include a link to their original review to facilitate the process of resubmitting or editing the review on Tripadvisor. Respond publicly to the original and updated reviews.
Post a management response to the original Tripadvisor review even before the review is removed and submitted again. Once the new review has been submitted and published, respond to it, too. Remember: the more engaged the business owner is, the more interested the consumer. For more, read our guide on how to respond to Tripadvisor reviews. Reviews must be: Family-friendly — No profanity, threats, prejudiced comments, hate speech, sexually explicit language, or other content that is not appropriate for our community.
Click here for more information. Written by actual travelers — We accept reviews that detail first-hand experiences with the facilities or services of an establishment. General discussion that does not detail a substantial experience will not be posted. Relevant to other travelers — No content that is not relevant to trip planning and research. Unique and Independent — You may write one review on any given accommodation, restaurant, or attraction per visit.
Original — No substantial quoted material from other sources, including but not limited to websites, e-mail correspondence, other reviews, etc. Non-commercial — No promotional material of any kind, including self-promotional URLs. We reserve the right to reject any URL, e-mail address, or phone number for any reason. Submitted for an appropriate property — Your review must be for an accommodation, restaurant, or attraction that meets our listing requirements.
Age requirement — No reviews by children under the age of 13 Valid email address and standard email formatting: The email address associated with your account must be correct; we may need to contact you if there is a problem with your review. Use the correct alphabet for the language in which you are writing. Do not transliterate into another alphabet. Do not add unnecessary characters in order to reach the minimum character count for reviews. A simple comment such as how you appreciate their feedback or how clean they kept the room, for example, is enough to build trust and contentment among your customer base.
If you have plenty of positive reviews, then you should bring attention to them as much as possible. Speak to the specific problems they wish to bring to your attention, and address them as best you can. Yes, while most of your responses will likely be to the negative reviews, you should still try to reply to some positive ones too.
You can, of course, express gratitude for the praise heaped on your company by the user, and then go a step further to pick out any constructive criticism in there and address it.
This way, any new consumers who read your reviews can see that you operate with the highest standards and are concerned with all feedback regardless of its significance. If you have a damning negative review that is left to sit unanswered for a day or two, it can damage your reputation so much more than if you were to respond soon after it was posted.
This is especially true for companies that offer a premium service since if even the slightest thing goes wrong for a customer, that can be a good enough reason for them to slate you in a review. A lousy company response to a review can do so much harm to your reputation. The last thing you want to do when responding to a user review on Tripadvisor is to criticize them for their grammar, spelling, or anything else for that matter.
While you may be a perfectly nice person and someone who would never say anything disparaging of someone else, we can all reach a breaking point. If reading through negative reviews makes you seethe with anger, and feels like a personal insult, then you should either delegate the role of replying to someone else or take a moment to respond in a calm and composed manner. If you or the person replying to the review came into contact with the one behind it, the last thing you want to do is pass comments on them.
Your reputation will be dented if it does happen, which can be very damaging if you have a smaller business. To track your Tripadvisor reviews, your best bet is to sign up for email notifications when a new one is published. To activate email notifications, go to the top right corner of the website homepage and click the menu next to your username.
There is another way to track reviews, too, which is to seek out websites and software designed to take care of the process for you. You can track reviews on Tripadvisor as well as dozens of other platforms with Trustindex.
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