It’s every business owners’ worst nightmare, a past guest or customer says something less than positive about your business or product online where potential customers can see it. It can be hard to receive this kind of feedback but there truly is benefit from this candid client input.
Not only can you use the feedback to make your product/service better but the way in which you handle negative reviews shows that you care and are committed to quality customer service. Responding to not-so-favorable reviews gives you the opportunity to take something negative and turn it into a positive, by the way it is handled.
Here’s a great article by Daniel Edward Craig on How to Cope with Bad Reviews. The article is written for hoteliers as the author is a Hotel Consultant, however the same strategies can be applied for vacation rentals and other travel industry small businesses.