Having a short term rental property that you rent out means that more than likely, guests who you have come to stay will communicate with each other and their friends. Whilst some offline reviews and gossip can be far from damaging, what happens if someone writes something quite bad about you online? Are reviews important for my short term rental listing? Well, let’s take a look and find out.
Usually when someone books through an online booking platform, after they have completed their stay, they are offered the choice of whether to leave a review or not. Not all guests leave reviews and you tend to find that if they do, they will be extremely positive or extremely negative. There is no middle ground. Therefore it is important that you ensure your guests have the best experience possible.
If you do have a guest who is not enjoying their time or is having a problem because something is not working or broken, you need to show them that you are doing everything in your power to fix it. Fixing issues before the end of a stay can be powerful in turning a negative experience into a positive experience. Positive experiences are what the business is all about and taking care of your guests is essential.
Now, if you do end up getting a bad review, it is not the end of the world. You will have the chance to leave a response to a review which will also be made public. This response is not there so you can bad mouth the customer and tell the world how awkward they are, it is a way for you to show your professionalism and to share your side of the story. If you can explain what really happened and show that you have made steps that it will not happen again then it shows your personality. If someone is on your page and sees this then they will see you are a real human and errors do happen. They are likely to still book.
Whilst getting reviews removed is a bit taboo. If you can show someone has threatened you / tried blackmailing you or has downright lied in the review then there is usually scope to get some of it if not all of it removed. These are often done on a case by case basis and is not a very pleasant experience. If someone is super angry with how you have treated them and you have tried everything then there is not a lot more you can do except reflect this in the public response.
Here at Roomfilla, we tend to keep reviews positive which is awesome. We are happy when our guests are happy. If you have a spare property and would like to see higher yields, a better return of investment and less work for you then get in touch. Roomfilla is your one-stop shop to a more profitable short term rental.