You thought it would never happen BUT it did……
One of the guests left a 1/5 rating.
Even if you’re doing everything right, the possibility of this happening is high.
So, let’s get you prepped up just in case!
Firstly, bad reviews are not a direct reflection of who you are as a person.
Stay professional – read a bad review several times, analyze each point and use it as a learning experience.
Secondly, don’t act impulsively.
Even if the review is unfair, don’t get defensive.
It’s important to formulate a reply when you’re calm.
Thirdly, consider that it could simply be a miscommunication or misunderstanding.
Call the guest up to see what went wrong.
Most importantly, like in other industries, in hosting, the customer is always right too.
So, apologize for the bad experience and tell the guests you are working to improve the situation.
Keep in mind that the review and how you handled the situation will be visible to many other potential guests so make it work in your favor.
Click here to discover the right way to handle bad reviews and safeguard your property’s reputation.
And lastly, chill! It’s not the end of the world.
