We’ve all had to deal with them: bad reviews on our Yelp and social media. But how does a hotel or restaurant handle bad reviews? Sometimes it’s not anyone’s fault — unexpected traffic caused a late dropoff, or the electricity went off on the whole block. But despite the cause, the responsibility more often than not falls to operators to handle the fallout.

When the negative feedback is made public in the form of a written review or low star rating on restaurant review sites, it’s essential to show you have your guest’s best interest at heart. Transparency has become one of the most important traits a business can have.

Learn how to create a stellar guest experience for less than $300.

With openness and honesty trends on the rise, it’s critical for merchants to know precisely how to handle negative online reviews.

Begin your response with a “thank you”

The adage remains true even during times of online apologies: always say thank you. To say ‘sorry’ is not enough. By saying ‘thank you for reaching out to us,’ you’re letting the guest know that, first and foremost, their feedback on restaurant reviews sites is appreciated. It reframes the lousy review into an opportunity for your venue to improve operations.

Additionally, saying “thank you” shows appreciation for the reviewer and is a “listening word.” It indicates you’ve heard what the individual is conveying before the apology can begin. In marketing, it’s essential to put a positive spin on every public interaction, especially when managing reviews.

Use your response to display the authenticity of your brand

In the age of digital communication, restaurants and hotels must be both more automated and more personable at the same time. Corporate-speak is no longer acceptable to the average consumer — 86% of consumers say that authenticity is a huge part of their spending decision-making process.

But what exactly defines authenticity? This push, mainly coming from Millenials and Gen Z, defines authenticity as brand honey with guests and consumers. There’s a demand for businesses to show care beyond making money on a more responsible and social scale. 

However, when it comes to responding to guest reviews, the concept of authenticity comes heavily into play. Tactics such as convincing the reviewer to remove the comment or offering a discount for more positive reviews are tactile and transparently careless, ultimately harming your brand more than a simple bad review.

Let the comment live on hospitality and restaurant reviews sites, and use it as proof you’re listening and improving how you do business. Leaving the exchange shows you’re serious about being a functional, proud, and caring member of your community.

Keep longer conversations private

At the end of your response to a negative review, guide the commenter towards a more private direct message. That way, if they have even more to vent about, you have the chance to mitigate potential damage.

Moving to a more private conversation also allows a more personal discussion with the potential for offered discounts and a sympathetic ear. You’re also opening a line of communication for the future should they ever thank you for any changes you make. If this form of conversation ever presents itself, ask the guest if they’d be interested in leaving a new review!

More often than not, they’ll respond with a resounding yes.

Now that you’ve mastered dealing with guest complaints check out our tips for improving your restaurant’s reviews and using that positive feedback to drive new business.