Responding to Reviews Online

The importance of customer reviews grows as more and more consumers go online for information. Good or bad, customer reviews give businesses the opportunity to connect with customers. Most online review sites today allow companies to respond to reviews. Below are two reviews from TripAdvisor and some example responses. 

Sample Review #1

Sample Response #1

Hi Travelwith3kiddos,

Thank you for taking the time to write us a review. We’re happy to announce that the Peabody has now become the Hyatt Regency. Though we plan to uphold the high standards of the Peabody, being part of the Hyatt family will allow us to offer you even more!

We are very pleased to hear you and your children loved our pool. While I cannot guarantee there won’t any more Florida storms, I guarantee that we clean up as quickly as we can after the weather permits.

You’ll be happy to know the B-Line Diner (and desserts) is still here. We revamped the Capriccio Grill and it is now Fiorenzo Italian Steakhouse. It has a brand new menu and the same great staff. We hope you’ll give a try!

If you make it back to us soon, you must try the Around the World in 80 Minutes at our spa. It’s only around for a limited time but you’ll love it!

Sincerely,

Sean B.

Sample Review #2

Sample Response #2

Hi LUV2TRAVELWITHHUBBY,

I’m so sorry to hear about your experience with us. Since your review, the Hilton Fort Lauderdale Marina is now under new management. We have retrained or rehired staff in all areas of the hotel. Our goal was to create a level of service that went above and beyond the previous owner.

We have rehired our maid service so your room and towels will always be in order. The entire premise is now pristine from the pool to the showerheads. I can assure you that you will no longer find newspapers in the swimming pool. Based upon your feedback and that of others, we are updating our bedframes at the beginning of 2014. Additionally, we have added a visor over our parking keypad to protect it from the sunny Florida weather.

While I cannot make up for your experience years ago, I hope you will reconsider us for your next visit. The most important thing for us is for you to have a fantastic stay.

Sincerely,

Sean B.

When responding to reviews online, it's important to be authentic and honest. Negative reviews give businesses the opportunity to make things right. Conversely, positive reviews give businesses the opportunity to create a raving fan. 

Have you contacted a company online or on social media? Did they respond?