Guideline for Responding to Online Reviews for Deluxe Holiday Homes:

1. Initial Investigation:

• Promptly review all relevant information to fully understand the situation. This includes consulting with the Operations and Guest Support teams and examining details in HubSpot (conversations, call recordings, and tickets) and the Property Management System (PMS) for issues or requests.
• Aim to grasp the nature of the complaint or negative feedback, determining if it was a result of a misunderstanding, an exaggeration by the guest, or a fault on the company's part.

2. Internal Discussion:

• Collaborate with your team to explore possible solutions to the guest's concerns that do not involve financial compensation from the company. This step is crucial for identifying actionable steps to rectify the issue or meet the guest's needs.

3. Direct Communication with the Guest:

• Attempt to communicate with the guest directly, aiming to shift their perspective from negative to positive. In cases requiring special attention, escalate the matter to a supervisor or manager.
• Offer a gesture of goodwill, such as a 10% discount on their next visit, to demonstrate empathy and maintain a connection. This step is critical for rebuilding trust.
• If rapport is established and the guest's outlook becomes positive, kindly request the removal of the negative review.

4. Handling Persistent Negative Feedback:

• If the guest remains dissatisfied despite your efforts, ensure to part on good terms, expressing hope that they will consider giving your service another chance, with the promise of a VIP experience.

5. Responding to the Review Online:

• Armed with a comprehensive understanding of the situation, craft a response to the review. This involves:
  • Acknowledging the guest's feedback without being overly apologetic, while remaining humble and open to improvement suggestions.
  • Addressing each point made by the guest, providing clear explanations for any misunderstandings or issues that occurred.
  • Positioning any challenges mentioned in a manner that reflects positively on the company, ensuring all explanations are justifiable and accurate.
  • Highlighting your commitment to care and continuous improvement, reinforcing that feedback is taken seriously and used as a tool for betterment.

Remember: Your response serves a dual purpose. It's not only for the guest who left the review but also for future guests, landlords, and partners who will read your response and gauge your company's professionalism, empathy, and commitment to service excellence.