How to Respond to Positive Reviews

Though often overlooked, by responding to positive reviews as well as negative ones, you can keep the conversation going with your audience and use your brand personality to drive loyalty. To do so, you will need to follow a few key steps when crafting your response:

1. Lead off the response with a ‘Thank you’. Acknowledging positive feedback encourages other happy guests to write reviews too.

2. Be specific in your response, Allude to any details (e.g. purpose of trip, specific colleagues mentioned etc.) in your reply to demonstrate that your response is customised.

3. Acknowledge any constructive criticism if it’s a big part of the positive review and will affect other guests. Even four and five star reviews will often contain mixed sentiment, it is important to address any concerns the guests had and offer to take the conversation off line for a follow up if necessary.

4. As always, make sure all of your spelling and grammar is correct before pressing send!

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