Online reviews are the digital version of word of mouth: more authoritative, more visible and permanent. You cannot control them, but you can influence them: with excellent service, by asking at the right time and with professional responses that demonstrate how much you care about guest satisfaction.
How to increase positive reviews
- 1Ask at the right time: guests are more likely to leave a review within 24–48 hours after check-out, when the memory is still fresh and positive. Ovvo Camping sends the request automatically.
- 2Make it simple: include a direct link to the review page (Booking, Google, TripAdvisor). Every click eliminated increases conversion by 15%.
- 3Ask personally: 'Hi Mario, we hope pitch 42 made you feel at home. We would be very pleased to read your comment on Google.' is much more effective than a generic email.
- 4Monitor and always respond: properties that respond to all reviews (positive and negative) achieve an average score that is 0.3–0.5 points higher.
How to respond to negative reviews
- Respond within 48 hours, never while emotions are running high.
- Start by thanking them for the feedback (even if it is unfair).
- Acknowledge the problem without making excessive excuses.
- Explain what you have done or will do to resolve it.
- Offer to resolve the matter offline (by email or phone) if the situation requires it.
- Never argue publicly: other guests judge how you respond, not just what happened.
Report fake reviews: Booking.com and Google have procedures for removing demonstrably false or offensive reviews. Do not waste energy responding to obviously fabricated reviews: simply report them.