Not sure how to handle funny or quirky guest reviews? Read this article to get 4 best ways to reply to feedback that stands out from the crowd.
Every hotel has experienced at least one funny or quirky situation involving their guests. Afterall, an industry for the people, by the people will always have its share of stories that surpass the ordinary in a good or a bad way.
For this article, we have selected 4 reviews that stand out from the crowd either through their writing style, or by a quirky situation they describe.
When replying to this type of feedback, make sure to stay calm and as objective as possible. Here are some of our recommendations to reply to different types of funny or quirky reviews:
1. When funny guest reviews describe an issue.
Even if humor is used, in this situation, the feedback refers to issues happening in your hotel – so focusing on identifying and solving those issues beyond the funny aspect is essential. Make sure to apologize, address the issues and invite the guest back.
2. When funny guest reviews are confusing.
If you haven’t heard about powdered eggs – don’t worry, you’re not the only one 🙂 In this particular case, powdered most likely refers to the quality of the meal served. Make sure to address that in your review and with your kitchen staff. Don’t focus just on a single word – try to see the big picture or issue, in this case.
Your Guide to Replying to Negative Reviews
This guide provides hoteliers with an easy-to-follow structure with examples of negative reviews and responses. It also includes suggestions on how to make your response strategy more effective with the TrustYou platform.
3. When funny guest reviews aren’t that funny for the hotel.
We’re not sure what the guest has done during his or her stay, but it seems that the hotel was staying on top by delivering a great and consistent service regardless of the situation. Even if it is a post-stay apology, it points out that a quality-focused service, no matter the circumstances, makes the difference between a good and a great hotel.
4. When guest reviews are funny just for the sake of being funny.
Sometimes, you may get reviews you’re not sure how to approach, as they seem going a little bit too far with the demands. These are not high-priority in terms of your reply, unless they refer to a real issue. When responding to these reviews, we recommend to go along with the imagination of your guests and focus on the funny side of it. Or, for this particular case, you can check a tutorial on shaping towels. It covers more animals, so you may get to satisfy different tastes and “conditions” 🙂
The sky’s the limit for the creativity some may put into writing a review. As a hotelier, it is important to distinguish whether the humor was used to describe an issue or purely for giving a funny note, and not taking it personally.
The essentials of responding to your guest feedback, now condensed in a visual-friendly format.
Catalina is a social media and data enthusiast. At TrustYou, she’s on the mission to bring the most out of travel and hospitality data. One day, she hopes to experience Japan’s culture to its fullest.
TrustYou is on a mission to make guest communication and feedback simpler and more productive. All communication channels, together in one place, is the new way of doing business. Today, customers expect instant responses on their preferred communication channels. As a subset of communication, feedback is the foundation to build better products, services and companies.
TrustYou helps companies win through the power of listening and provides a Guest Experience (GX) Platform that makes listening to customers easy, powerful, and actionable. The platform unlocks the potential of guest feedback and helps to:
- Create unlimited opportunities to listen and respond to guests’ needs.
- Understand all reviews across the web and make better business decisions.
- Publish hotel reviews on the website and on Google and allow positive feedback to influence bookings.
TrustYou empowers companies to earn trust, make better decisions, and ultimately, win.
Find more information on TrustYou and our GX platform on www.trustyou.com.