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.
Respond to Your Reviews
Respond to Your Reviews
Last Updated: 8 September 2014