How to Respond to TripAdvisor Reviews
Responding to reviews is one of the most important aspects of online review management. Just like you wouldn’t want to leave someone on “read” when they text you, make sure you’re responding to the feedback left by customers.
Posting a response on TripAdvisor is a straight-forward process. Here’s what you’ll need to do:
- Create Approved Review Responses
- Find the Reviews in a Timely Manner
- Respond to Positive Reviews
- Respond to Negative Reviews
Responding to Reviews on TripAdvisor
1. Create Approved Review Responses
To best respond to your reviews, first create a log of pre-approved responses. With a list of approved responses, you team can post responses without worrying about whether or not they’re saying the right thing.
Create multiple responses for any situation you could think of. Have a response for if a user just left a positive rating with no review. Have one to respond to a negative rating with no review. Have a response for positive reviews from a customer that you remember – and so forth!
When creating these responses, make sure they are personable and professional. This will help your business look its best when potential customers are looking at your reviews and how you’ve responses.
You can also remind staff that these pre-approved messages can be edited slightly from review to review. This will prevent every response from looking obviously copied and pasted.
2. Find the Reviews in a Timely Manner
The second most important step to responding to a TripAdvisor review is to find them as soon as possible.
First, log into your TripAdvisor account and access your Management Center. Then, click “Reviews” in the top menu of your dashboard there.
You will be brought to your Reviews page, which is where you should be regularly checking to see if a new review has come through.
3. Respond to Positive Reviews
While many people feel like positive reviews can be left alone, this isn’t the case. We recommend responding to positive reviews quickly.
When you respond to a review, the reviewer will get a notification that you have responded. If you do this fast enough and send them a great response, your customer will be impressed. Great responses also help potential customers see that you highly value a good customer experience.
4. Respond to Negative Reviews
This is the tough part. Responding to negative reviews can be a frustrating and emotional experience.
When you’re responding to a negative review, you want to make sure that you are responding as quickly as possible. However, you need to make sure that your emotions aren’t coming through in your response. Stay professional and invite them to discuss their experience privately.
Getting reviews on TripAdvisor is an exciting thing, and each review can help you get a step ahead of your competitors. Make sure you are responding to every review so that you can continue to build customer relationships and demonstrate your commitment to customer service.