Respond to Travellers on TripAdvisor
Show your commitment to your guests by responding to reviews and enquiries.
How to Add Management Responses to TripAdvisor Traveller Reviews
Why is it important to write Management Responses?
Responding to reviews clearly demonstrates – to both former and prospective guests – that you are interested in feedback, and that you take customer service seriously.
Which reviews should I respond to?
Each property should determine its own strategy for responding to reviews. Some businesses respond to every review, while others focus primarily on critical ones.
It’s generally a good idea to respond to reviews that are negative, as well as those where you can correct any false statements, or write about an action you’ve taken to correct problems addressed in the review. Another best practice is to always have at least one Management Response amongst the ten most recent reviews you’ve received. That will help ensure that travellers don’t have to dig too far into your property’s review history to see a response from you.
How will I know if I’ve received a new review?Sign up to receive an e-mail notification every time a new review is published for your property. This will help you monitor reviews as they come in, and decide which ones you want to respond to. To sign up for alerts, select the drop-down menu next to your username in the top-right corner of the TripAdvisor homepage, then scroll down to "Subscriptions". Under the "Emails for Owners" tab, next "Reviews Questions" make sure the "Subscribed" bubble is selected.
Where do I go on TripAdvisor to respond?
In order to reply to a review, you need to be registered with our free Management Centre. Claim your property at www.tripadvisor.co.uk/Owners .
Once you are registered and verified, access the Management Centre by clicking on “Your Business” in the top-right corner of any page and follow the steps below. If you receive review email notification emails, you can also click on the "Respond to Reviews" link from the email, then:
- Click on the “Reviews" tab in the top menu and select "Respond to Reviews."
- Choose the review you would like to respond to by clicking on the review in the left-hand sidebar. Reviews can be filtered by date, title, bubble rating, language and response status.
- Write (or paste) the response into the box provided. There is no character limit but be concise — nobody wants to read an essay!
- Click submit.
Before drafting your response, read our Management Response guidelines. In order to be published, your response will need to meet these guidelines.
How do I respond to a positive review?Thank the reviewer for taking the time to share their experience. Avoid using the same standard reply for every response, as that can come across as repetitive and insincere. Refer to the reviewers’ positive comments about your business to both personalise your response and reiterate the compliment to your potential visitors.
How should I respond to a negative review?
A prompt response shows prospective guests that you take customer service seriously and adds your perspective on the situation to the original review. This allows future guests to hear your side of the story as soon as possible.
Be courteous and professional
When replying, remember that your Management Response will be seen not just by the reviewer, but also by potential guests who are considering booking or visiting your restaurant or attraction. Therefore, if you don't agree with the reviewer, or feel they are being unfair, relay your side of the story in a polite and unemotional way. The last thing you want to do is turn off potential visitors with an aggressive or defensive Management Response.
Thank the reviewer
Express your appreciation for the traveller’s business and for writing a review. Demonstrate that all feedback is important to you, be it good or bad. Also, if possible, provide an empathetic apology for any shortfalls.
Address the specific issues
If the review contains a specific complaint, explain what you have done to fix the issue so potential guests are reassured that the problem has been resolved.
Highlight the positives
Highlight any positive comments the reviewer has made. You can even take the opportunity to mention related services or planned upgrades that you would like to share with potential visitors.
Need more help responding to negative reviews? Read on here.
Can I edit my Management Response?Currently it is not possible to edit your response. If you want to change something, the best thing to do is to delete your original response and re-submit the edited version.
How long before my Management Response is posted?
Once you click submit, the status under the “Response” column will become “Pending.” When the response is approved, the status will change to “Response Published”. The majority of Management Responses will be reviewed and posted within a few working days. If there is a question of whether your response meets all of our guidelines, it will take longer to process. If your response is not approved, the status will become “Response Rejected”. Please review the Management Response Guidelines and submit a new Management Response for that review.
- You can open the review you are responding to by clicking on the title of the review on the “Write a Management Response” page. This allows you to have the review fresh in your mind and respond to each of the specific points made.
- You may want to write your response in a word processor first so you can spell check and edit it until you are pleased with the final product. Then, cut and paste it into the Management Response form.
- Keep in mind that Management Responses can be found by search engines. If something negative comes up in a review, avoid repeating it in your response.
- If you need more information from a guest, or would like to encourage them to contact you, it is permissible to include your e-mail address in your response. Just keep in mind that your response is publicly visible to all TripAdvisor users.
- Your username will appear on your Management Response unless you have put your real name in your profile. If you don’t want your real name to appear, delete it from your profile before posting your response. (Note: you can only change your display name once and it will not change on responses previously posted.)
- If you’ve reported a review, it’s still a good idea to write a Management Response to it. That allows you to share your side of the story with potential guests while your report is being evaluated. If the review is removed, your Management Response will also be deleted.
3 Things You Can Do After a Bad Review Tackle bad reviews and come back stronger than ever with these tips.
Hospitality providers on TripAdvisor are passionate about their businesses and customers. So, a bad review can often be discouraging. But even the highest rated properties on TripAdvisor get bad reviews now and then. Brian Payea, Head of TripAdvisor Industry Relations, says, “What makes those properties great is how they incorporate the feedback to make the experience for the next guest even better.”
Here are three steps you can take after a bad review has come in:
1. Review what’s happened.
You’ve just finished reading a bad review. Take a deep breath. If needed, walk away for five minutes. Then look at the review impersonally with your team. What was the core problem that your guest experienced? Is this the first time you’ve seen this feedback, or is a trend developing? Getting the background can help you identify the root cause of any problem.
2. Incorporate the feedback.
Once you have some background, strategize with your staff on specific improvements that need to be made. Come up with an action plan for what your property will do and which team member will take the lead. If the issue is something you can’t fix, consider how to better-set expectations for guests, perhaps with updates to your website. Either way, be sure to monitor future reviews to make sure the same problems don’t come up again.
3. Complete a Management Response.
Write Management Responses to bad reviews as soon as possible. Your response explains the review to other potential guests on your property page. Be sure to share details of the action plan you’ve developed in your response. And don’t underestimate the power of a sincere apology. The most important thing your response should do is to answer unknown questions for future guests that the original review implied.
If necessary, submit a concern.
There are three circumstances where a review may be removed from your listing:
- If it’s posted to the wrong property
- If it violates TripAdvisor review guidelines
- If it’s suspicious
If the review doesn’t meet one of the circumstances above, it won’t be removed. Also, TripAdvisor won’t arbitrate or referee factual disputes between parties. Click here for more information.
To submit a concern about a review, go to the “Reviews” tab in the Management Centre. Click the link under “Report a Review” and complete the form on the following page. This process can take up to two working days, and there is no guarantee that the review will be removed. That’s why it’s important to submit a Management Response with your perspective as quickly as possible for other potential guests to read.Last Updated: 29 October 2018
Are you writing what you mean?
Tips for establishing a Management Response style that makes a good impression on both former and prospective guests.
Your voice plays a major role in how people perceive your message. Research shows it can be twice as influential as the actual content of what you say. When we write, there’s no face-to-face interaction. So word choice, sentence structure and tone convey our voice and meaning to readers.
Consider these statements that each express an apology for a problem and a resolution:
- “Sorry you complained about the noise. It wasn’t a big deal. You were lucky we were able to get you a different room at all.”
- “So sorry about the noise in your first room. We were happy to help you into a second one that worked for the rest of your stay!”
- “Sincerest apologies for the noise issue you encountered during your recent stay at our hotel. We were quite pleased to furnish the second accommodation that you enjoyed for the duration of your visit.”
Word choice, sentence structure and tone combine to provide a very different sentiment for each: accusatory (1), friendly (2) and formal (3).
Decide what your voice will be
So, how does all of this apply to Management Responses? A Management Response is your chance to show travellers that you care about feedback. Potential guests read reviews and responses to judge if they’d like to stay at your property. A confident, friendly Management Response voice can help you win new business, but an abrasive response (or a templated one) may push customers away.
It’s important to decide what kind of management response voice will attract travellers to your property. Reading responses from other businesses on TripAdvisor is a good place to start. Find responses that feel genuine and effective. Then, identify the elements they share and use them to shape your property’s own style.
Infusing a brand voice into your responses
A common question from hospitality business owners is how to write like a person but stay consistent with a business brand. Try adapting some of the language from your website and marketing materials for your responses. Or include some of the brand’s key values, so that travellers can get a sense of what the brand stands for.
Set simple guidelines
The key to building a voice is consistency. Once you’ve established the voice you’d like to use, set some simple guidelines to rely on when writing. Think about the types of words, length of sentences and tone that you’d like to incorporate in responses to positive and negative reviews. Your guidelines should be flexible enough to allow for a personal response that allows your brand voice come to life.
Now that you’ve established your Management Response voice, read on for tips to optimise it.Last Updated: 22 December 2014
The One Thing Your Management Response Must Do A review on your property has come in. You’ve read it, shared the feedback with your team and implemented ways to address any issues. You sit down to write your Management Response, but you don’t know where to start.
Sometimes there’s just too much to say, or maybe you’re struggling to write anything at all. In times like these, it helps to remember that there’s really just one thing your Management Response must do:
Address the unknown
88% of users say reviews have an impact on their accommodation choices1, they often use reviews to narrow their choices. When reviews surface an issue, it can open a line of questions in travellers’ minds. The unknown answers can weigh heavily on their planning and can cause them to lose confidence in your property.
The good news is that you have an easy way to remedy this uncertainty – by writing a Management Response. There’s no better place to address the unknown and rebuild traveller confidence.
Write a confidence-building response
Reply to the original review with a Management Response. Below are four questions to help you craft a confidence-building response:
- Who am I writing this for? We often see responses directed toward the reviewer and her specific concerns. Keep in mind that your real audience is both the reviewer and the wider TripAdvisor population of 455 million monthly visitors. Don’t forget to consider how the specific details in the review apply to the average traveller, what their concerns might be after reading it and the additional questions that this review might raise
- Am I addressing their core concerns?Respond to the concerns in the original review in a way that appeals to the larger group and answers as many of their questions as possible. Concentrate on the ones that have the biggest impact for future guests. If you’ve already remedied the problem, or have a plan in place to address it, be sure to include that in your response.
- Am I showing that we care? Every traveller has different preferences, but they all want to know that you care. When potential guests read reviews, they are putting themselves in the shoes of the writer. If you didn’t quite deliver during the original guests’ stay, talk about the specific changes you’re making that will mean you’ll do even better in the future. Readers will see your commitment to service and will build their confidence in you.
- Are we truly sorry? A well-placed, heartfelt apology is never wrong and shows empathy to past and future guests. The key is to really mean it. There’s nothing worse than the “We’re sorry, but…” That “but” essentially negates everything that comes before it and casts doubt on your entire response.
>>Tip: Travellers are looking for patterns. If the same issue keeps coming up in multiple reviews, it’s more important than ever to tell your full customer service and problem-solving story.
You have the power
Property representatives often tell us that their Management Responses help them win business. Travellers know that it’s possible to have an off day – properties cannot be perfect all of the time. They look to your response to see how you pick yourself back up after falling, and confirm that this isn’t a broader issue. Show them your empathy, your commitment to service and what you can offer them!
Start addressing the unknown – write a Management Response today! Log into the Management Centre and under the "Reviews" menu at the top, select "Respond to Reviews" to get started.
- 1. TripBarometer 2015
Optimising Your Management Response Voice More tips for writing Management Responses that make a good impression on guests.
Once you’ve decided on a Management Response voice, here are some tips to optimise your responses:
Focus on the highlights
Pick out the key concerns from the review to focus your response and limit its length. Think about what 455 million monthly unique TripAdvisor users want to know about the review.1 Then share it with them in the easiest, most engaging, polite way.
Here’s an example of a response to a quirky review that said a ghost had visited the guest in the middle of the night. It provides a polite answer to the key question of whether or not the property is haunted:
“I would like to thank this TripAdvisor member for their feedback, and I am glad to hear you enjoyed your unit and overall stay at our resort. Though we have not heard of any ghost sightings from our guests in the past, in this unit or any of our units and townhomes, please have my assurance that we will be certainly noting your feedback. Please do not hesitate to contact me if I can be of any assistance to you in the future. Thank you again.”
Choose your words carefully
Management Responses are searchable content, so you might incorporate a key term or two (like “family-friendly” or “private beach”). Avoid using words that have double meanings or negative connotations, as well as reiterating negative phrases about your property from the review. Be careful not to turn your response into buzzword soup, or your message, and potential travellers, will be lost.
In this review, a guest writes about finding bed bugs in her first room. The response does an excellent job at incorporating positive search terms and avoiding negative ones. Readers can see the property’s commitment to the issue, even though the term “bed bug” is never mentioned:
“…We appreciate your kind words about the friendly and amazing customer service you received, your room, and our complimentary beach bag service. We are very sorry that you experienced the incident with your initial room. We would like to reassure you that the room was immediately inspected and, although no trace was found, it was treated to ensure that it was sound for guests. Our entire building is regularly treated and maintained to ensure that our guests experience the highest quality stay.”
Scrutinise your sentence structure
You might be tempted to use lots of short sentences to make your response more scannable. Or your writing style may lean towards long, flowing sentences. Variety is key in a management response. Too many short sentences may appear brisk and convey that you don’t care to invest a lot of time in reviews. Likewise, stringing together several long sentences can overwhelm the reader. Use short sentences to draw attention to important points and longer ones for more complex thoughts.
In this review, the manager combines shorter sentences with longer ones to convey importance and empathy:
“First off, I would like to thank you for your feedback. President’s Week is our busiest time of year and I am so sorry that you did not feel relaxed while you were here. Second, you are absolutely right. Our busy time is not an excuse for the problems you experienced and we strive to create a stay above and beyond expectations. I hope you’ll return again to feel a flawless and relaxing stay, improved from your most recent....”
Match your tone
When you receive a glowing review, include upbeat language along with a well-placed exclamation mark or two – but don’t use too many, they can be annoying and pass off as unprofessional. If the review isn’t as good, lean towards clear explanations with action verbs and full stops instead.
In this response, a manager is addressing a reviewer’s concern that disposable tableware and kitchen utensils at the restaurant felt cheap. He uses emphasis and some fun words to convey his tone:
“Thank you so much for taking the time to write your review and for letting us know how you feel. I believe we can address your concerns. Our breakfast plates and utensils are not paper. They are actually made of potato, that's right, taterware is made out of potatoes and completely biodegradable, which fits perfectly with our efforts to save our planet. I am sure you are as concerned as we are in regards to saving Earth for our future generations. Again, thank you very much for staying with us and I hope to see you back in the future.”
The best way to find your Management Response voice is to start writing. Log into the Management Centre and under the "Reviews" menu at the top, select "Respond to Reviews" today.
- 1. TripAdvisor log files, average monthly unique visitors, Q3 2017
The Final Word: TripAdvisor Management Responses How to craft a response that will make a lasting impression on potential guests
Over 455 million unique monthly visitors come to TripAdvisor each month. These visitors are doing a variety of things, including researching and booking all aspects of their trips, booking tables or tours and writing reviews. In fact, TripAdvisor now has over 570 million reviews and opinions, with 290 new contributions every minute.1 Once received, reviews are moderated and posted to each business's listing page on TripAdvisor. You can learn more about that process in our Journey of a Review video (available in English).
The Last Word
While a reviewer starts the feedback cycle, registered owners can have the last word by adding a TripAdvisor Management Response. The Management Response feature allows you to provide direct feedback and add your perspective on each review. Since only one review per experience can be submitted – and no additional comments can be added to the thread – your Management Response becomes the final word on that review. Not only is it the final word to the reviewer, but it also allows other potential guests on your page to see the resolution.
Writing Strong Responses
Only one review can be written per experience and registered owners can only write one Management Response to that review. This means your Management Response will create a lasting impression and can have a significant influence on other potential guests visiting your TripAdvisor page. So, it’s important to choose your words wisely because a well-written Management Response can help sway decisions in your favour.
Addressing a Negative Review
Lamenting over a negative review? Management Responses allow you to share your side of the experience and demonstrate to potential guests that you’re listening and acting on the feedback. In fact, research shows that a well-crafted Management Response can actually help neutralise the impact of a negative review: 85% of survey respondents agreed that a thoughtful response to a bad review improved their impression of the property.2 Here are three tips to help you write a well-balanced response to a negative review:
- Share the rest of the story: A review only covers the visitor’s side of the experience, but the full story doesn’t stop there. Complete it by providing context on what was happening behind the scenes or sharing what was unique about the situation. Be sure to talk about what you’ve done since you received the review, including any changes you’ve made or conversations you’ve had. This shows potential guests that you care about that feedback and use it to improve your operations. Learn more in our Responding to Reviews Workshop: The Essentials.
- Build guest confidence: A review may surface something about your business that didn’t quite meet someone’s expectations. That's perfectly fine! The key is to acknowledge that you’ve heard the feedback and, where possible, addressed it. This keeps other potential guests from wondering if the same thing is going to happen to them and convinces them that it’s safe to visit. Learn more about The One Thing Your Management Response Must Do.
- Write like you’re introducing yourself: While you’re responding to someone who has already interacted with your business, don’t lose track of your real audience – other potential guests on your page. Write your response as though you’re providing an introduction to your business. Include more background or context on why something happened in a certain way, and always take a positive and professional approach. Respond as you would when greeting someone who’s just walked through your front door. Learn more on Optimising your Management Response Voice.
The Last Word on a Positive Review
Nothing but glowing reviews? You’re in good company – according to a recent Phocuswright survey, 73% of respondents said they wrote a review because they wanted to share a positive experience.3
Don’t miss out on the opportunity to amplify the benefits of your positive reviews. A Management Response here shows you’re committed to using feedback to make ongoing improvements – demonstrating that a good experience is no accident. Here are a few ways you can further capitalise on your positive feedback:
- Show appreciation and highlight key points: Writing reviews and Management Responses takes time and effort. Thank your reviewers for sharing their feedback. Be specific. If the review calls out a particular benefit or selling point of your business, reiterate it in your response and build in why it differentiates your business. That way your last word calls attention to your property’s best features.
- Give your business a face: Hospitality businesses thrive based on their teams. Taking the time to write a personalised Management Response – from an actual person instead of a generic title – shows that there are real people behind the experience. This can make you seem more approachable and welcoming. In the case of a positive review, it also gives you an opportunity to provide recognition to your team – which can increase employee motivation.
- Encourage a return visit – and ask for referrals: Take the opportunity to invite happy reviewers (as well as their friends and families) to return to your business in the future. But be careful to avoid offering any incentives for a return visit – or in return for the positive review – because that violates Tripadvisor's Management Response guidelines.
Want more tips on responding to TripAdvisor reviews? See our complete Management Response guide.
- 1. TripAdvisor log files, average monthly unique visitors, Q3 2017
- 2. Source: https://www.tripadvisor.co.uk/TripAdvisorInsights/n2665
- 3. Source: 2015 ‘Custom Survey Research Engagement’ conducted by Phocuswright on behalf of TripAdvisor.
Questions & Answers
Insights from a Questions & Answers early adopter
The Venetian in Las Vegas has been an early adopter of the new Questions & Answers functionality on TripAdvisor. Hear their thoughts on the value of engaging with travellers through this new channel.
We spoke with The Venetian’s Sandra Wild, Executive Director of Front Office; Kristal Ramos, Reputations Manager – Guest Relations; and Beverly Borromeo, Hotel Manager – Guest Relations about their experiences with Questions & Answers.
Q: Where does Questions & Answers fit into your overall TripAdvisor strategy?
A: We’re on TripAdvisor anyway monitoring and making sure all reviews are responded to. We also receive alerts when we have a new question and answering them is fairly simple. Questions & Answers is a means in which we are able to connect with the guests on a different level – it’s more intimate.
Q: Are the questions what you expected them to be? Any surprising or challenging ones?
A: They’re all very good questions. A lot of them lead us to believe the guest is going to be staying with us very soon. So this is a great way to connect with the guest before they’re here and extend the same level of service to them that we have on property.
Q: How do you set the tone for your answers?
A: There’s a fine balance between responding in a way that’s in line with our reputation as a luxury resort and the general tone on social media that tends to be more relaxed. So we try to tread that fine line and don’t lean toward one or the other. The tone of the question often helps us format our answers. We also try to keep things as simple as possible while still being true to who we are as a luxury property.
Q: What do you do when the answer to a question is “no”?
A: In this case, we often ask the traveller to contact our Guest Relations Department directly. There are “no’s” to certain questions, but we don’t really just say no without trying to offer an alternative solution.
Q: Do you try to respond in a certain amount of time?
A: We typically like to respond within a maximum of 24 hours.
Q: Do you think Questions & Answers has helped guests get the information they need before booking at The Venetian?
A: Yes, absolutely, because we’ve had guests ask about amenities. We know that when guests stay with us, or any resort on the Las Vegas strip, or in the world for that matter, amenities are important. So, this gives us the ability to really outline what we offer in our suites, the different suites we have, as well as restaurant and shopping options on property.
Questions & Answers on TripAdvisor This TripAdvisor feature allows you to provide quick, timely answers to questions visitors want to know before they make their travel planning decisions. You have a unique opportunity to interact with visitors on the world’s largest travel site. TripAdvisor's Questions & Answers feature is a great way to introduce yourself, and to demonstrate your commitment to potential guests. Questions & Answers is a trip-planning tool that’s available on your TripAdvisor page. Visitors enter a question in the box, and then a representative of the business, past reviewers or other members of the travel community provide timely answers. Do you have to pay for a mini-fridge? Is there a gluten free menu? Is an attraction child-friendly? Answer questions like these for potential guests. Set their expectations and give them all of the information they need to choose your business for their upcoming trip.
Getting startedWhen a new question from a visitor comes in, you’ll receive an e-mail. Go to your Management Centre, and on the right-hand side, under "Your property overview", select your property's TripAdvisor page, then scroll down to the Questions & Answers section. You can also click the Questions & Answers tab, which appears as you scroll. Address the visitor’s question as directly, objectively and concisely as possible. Keep in mind, your response must be family-friendly, original and cannot include links or contact information. As a business representative, your answer will automatically go to the top of the responses list. If needed, you can answer multiple times per question. For example, if something changes, you can go back and clarify an old answer. Answers from other community members will fall after yours. Typically, answers are sorted by upward and downward votes from the community, or chronologically by newest response first.
Tips for answering questions
- Register your business: Your answers will only be given priority if you’re a registered representative. Make sure you’ve registered at www.tripadvisor.co.uk/owners.
- Answer quickly: Visitors are using Questions & Answers to plan trips right now, so it’s important to respond as soon as you can.
- Be brief: Popular answers balance brevity and helpfulness. It’s perfectly acceptable to have an answer that’s a sentence or two – as long as it addresses the question.
- Get involved: As a business representative, your response is automatically raised to the top of the answers. Be sure to take advantage of this high profile placement.
- Emphasise the positive: If the answer is “no” – provide help some other way. For example, a visitor asked if a property had a special gluten-free menu – which it did not. Instead of saying no, the owner explained that the menu has many options, and directed the visitor to the business’s website for more details.
- Track your questions: If the same queries come through again and again, consider what you can do to make the answer clearer on your website, social media channels, TripAdvisor property description, etc.
- Monitor your answers: Community members can also vote on your answers, though it won’t impact their order. Watch how your responses are doing in the voting – if they’re not doing well, consider changing the way you respond slightly.
I’m not receiving alerts when my business gets new questions. What should I do?
If you’re not receiving Questions & Answers alerts, select “Subscriptions” from the drop-down menu under your username on any TripAdvisor page. Then, select the “Subscribed” radio button on the “Questions & Answers” line.
Can my competitors ask questions about my business?
Business representatives in a destination are not permitted to ask or answer questions on each other’s listings.
What if there’s a problem with a question or an answer?
If there’s an issue with a question or answer, click the flag under it. Add details on the problem and then submit it. Keep in mind that questions and answers are acceptable as long as they are accurate and meet these guidelines.
How is this different from management responses?
Management responses are written in response to a review of your property, based on the visitor’s experience with you. Questions & Answers give you a similar opportunity to engage with visitors, but before they have visited your business and are still in the process of planning. Management responses are often longer and more detailed, whereas Questions & Answers will likely focus on tactical elements of your business, and should be easily answered in a few sentences.