ReviewRespond

CONTROL THE CONVERSATION

We Respond to your Guest Reviews. PROFESSIONALLY.

Our responses increase bookings

Lack of a professionally worded response can have a lasting
negative impact on a hotel’s reputation – and financial performance.

Timely Responses

Replying quickly to guest comments shows that you are highly professional, but what manager has the time to monitor new reviews?  That’s what we do for you.

Professional Writing

Hotel managers often know what they want to say, but not HOW to say it. Our writers shape your thoughts into the perfect response or construct one from scratch.

Personalized Replies

Nothing looks worse than the same response copied and pasted to every review. Each of our replies addresses the reviewer’s comments in detail.

Let our team of guest relations experts write
and post your perfect management replies.

1. QUICK Responses

We respond to your reviews within 24-48 hours reducing the impact of negative reviews. It takes years to build a reputation and few bad reviews to ruin it. Responses to all reviews translate as caring.

2. We NEVER REPEAT responses

Past and potential guests find repeated responses INSULTING. It simply means that you are not listening to them. Our copywriting skills guarantee variations with words that have emotional appeal.

3. We create LOYALTY and DIRECT BOOKING

A public display of personalized thoughtfulness results in Repeat Guests and Referrals. Wisely chosen words will subtly promote the hotel while motivating potential guests to book directly.

4. Negative Responses are NEUTRALIZED

With our professionally worded responses, we neutralize negative reviews and leave reviewers emotionally compensated. 60% of potential guests will not book if not satisfied by responses to negative reviews found on the 1st 3 pages.

5. We NEVER use Response Templates

All our responses are Personalized. We are professional writers, linguists with flair and creativity and an expansive vocabulary thus ensuring that we provide individualized responses that address the issue presented.

6. Cost-efficient

We are inexpensive. Since responses to online reviews and the reviews are the driving factor behind booking decisions (interchanging with rates), the ROI on professionally managing responses is incredibly high.

The best brands trust us with their responses.

ReviewRespond responses convert
dissatisfied guests into ambassadors,
mixed reviewers into fans,
satisfied guests into evangelists,
prospective guests into bookers,
and hotels into icons.

Our workflow and approach goes above and beyond.

PRE-CHATS

We schedule pre-chats with the hotels. These are comprehensive questionnaires designed to reveal the brand personality and, the personality of the stakeholders. We do a deep-dive into hotel operations so that we feel like we are embedded in the hotel.

A FULL TEAM

Everything we do at ReviewRespond is a full team effort, and responding to reviews is no exception. For example, on staff, we have researchers, storytellers, behavioral psychologists, marketing strategists, linguists, reputation managers who all contribute to the voice of the responses.

COPYWRITING

Throughout the years, we have developed strong consumer-facing stimuli, like words, phrases and statements designed to evoke positive emotional outcomes, emotionally compensate a negative reviewer and create a positive lasting impression among mixed reviewers.

IMMERSIVE ASSIGNMENTS

We’ve employed many different creative assignments to serve as a “living library” with sentiment analysis of each hotel’s past reviews, each hotel’s strengths, promotable experiences, challenges and competitive landscape. Of course, we also utilize a full suite of in-group creative exercises to fashion mixes of words and phrases that will help elicit particular emotions.

VISUAL BOARDS

Depending on the brand, visual storytelling is central to what we do at ReviewRespond. We create visual boards to engender understanding of the hotel brand, its service/experience offering and its past and prospective guests.

REVIEW RESPOND’S PERFECT
150-200 WORD RESPONSE

We make every word of this free space count to create the maximum favorable impression of a stay experience, the hotel’s quality, professionalism, accountability and exceptional customer service. We have perfectly balanced the number of words guests typically read with the number of words that contribute ideally to content requirements on search engines and ensure the following criteria are met in each response:

Reflects the brand
Uses a Negative Review as a Business Opportunity
Promotes Hotel Experiences
Emotionally Compensates
Uses Positive words including Positive prepositions
Casual Tone vs. Formal Tone
Reciprocates Subtle cues of Reviewer
Human Presence is easily identified by readers – Auto-replies and Template Responses is Negative Marketing
Uses SEO Keywords

Client Love

We are getting great feedback from ownership…the responses are having a huge impact.

Revenue Management loves the boost in our ranking on the booking sites.

There is a sharp decline in negative reviews. It seems guests are less inclined to comment negatively.

It feels like your team works here with us.

We are saving so much – no more fines and our reputation has never been better.

Your responses are awesome – they are incredibly personalized.

I love that you helped us to promote our seasonal events in your responses. This attracted a lot of guests.

We got a couple huge groups booking with us because they were impressed with our professional responses.

You freed up so much of our time. I spent so much time trying to find the right words. I am not a writer!

It is always so easy to communicate with you. You are always available.

Ready to begin? Let's get to work.