The Frightfully Effective Strategy of Reputation Management in Short-term Rentals

Unwrap the art of reputation management in short-term rentals and learn how to respond to guest reviews so as to lure in your next guests

It's Halloween, and no better time than to talk about how to AVOID BEING HAUNTED by negative guest reviews! In the eerie world of short-term rentals, we won't get it right every time and every once in a while we might be tricked rather than treated by a guest who wasn't a good fit. Instead of getting hung up in the details of specific incidents, the real magic happens when we grasp the art of reputation management - particularly when responding to guest reviews. Much like a potion, it requires the right ingredients and precise execution. Today, we are peeling back the curtain and revealing the alchemy behind crafting responses that not only soothe the spirits of past guests but also enchant future ones, avoiding being ghosted due to a poor reputation!

The Haunting Importance of Reputation Management

Much like a well-told ghost story, your responses to guest reviews linger in the digital realm, whispering tales about your property and hosting style. It's important to avoid being Haunted

by our own words and actions! According to recent data from VRBO/Expedia Group, properties with an overall rating of 4.7 and higher are the sweet spot, captivating guests and leading them straight to the 'Book Now' button. This isn't just about damage control; it's about showcasing your property in the best light and letting potential guests know that you are as reliable as a trusty flashlight in a haunted house.

The Spellbinding Power of a Well-Crafted Response

Just as every spell requires specific words, crafting a response to a guest review is an art form. It's your chance to display your attentiveness, professionalism, and commitment to ensuring every guest has a spooktacular stay. Whether it's a glowing review or one that sends chills down your spine, your response is a marketing activity, an incantation meant to convey trust and reliability to future guests.

A few things to keep in mind: If it was a preventable issue, take full ownership and indicate how it was resolved. If the guest didn't make us aware of the issue, it's okay to say something like "Oh no, we are so sorry to hear this and wish you'd let us know so we could have taken care of that right away". Key in our response is to avoid being defensive, overly detailed, or lengthy. Sometimes things don't go well; sometimes its due to guests not reading (unmet expectations) or disregarding rules. Sometimes its on us as hosts - taking a booking we suspected wasn't going to go well, or dropped a ball on our to-do list, or something breaks. Whatever "it" is, don't air dirty laundry; simply illustrate how you will ensure similar issues don't recur.

The Potion for Trust and Transparency

In the realm of short-term rentals, trust is the magic ingredient. And how do you brew this potion? Through transparency and genuine interactions. When guests see that we actively respond to reviews, acknowledge feedback, and make improvements, it builds trust. It shows that we are not a mysterious figure shrouded in shadows, but a considerate host dedicated to creating memorable experiences.

Turning Negative Reviews into Opportunities

Not every potion is brewed perfectly the first time, and not every guest stay will be spellbinding. Negative reviews can feel like a curse, but they are actually a hidden opportunity. Responding with grace, acknowledging the issue, and outlining steps to prevent it in the future turns a negative review into a showcase of your commitment to excellence. It's like turning a pumpkin into a carriage – it shows our ability to transform a less-than-ideal situation into a positive one.

Embracing the Magic of Reputation Management

As the moon sets on our journey through reputation management, remember that our responses to guest reviews are like spells – they have the power to enchant and convert potential guests. Showing ourselves as trustworthy guards against the things that go bump in the night - and watch as our short-term rental becomes the go-to sanctuary for travelers seeking a place to rest their weary heads (and maybe enjoy a few treats along the way).

Bonus Treat: Crafting the Perfect Potion with ChatGPT

Navigating the shadowy world of guest reviews can be tricky, but I've got a bonus treat for you. When its hard to remove emotion from our responses, use Chatgpt to help you conjure the perfect response. Here's a prompt you can use to transform a daunting review into a spellbinding reply:

"Hey ChatGPT, I need your help responding to a guest review. The guest mentioned (that they loved the location and the amenities we provided, but they were disappointed with the cleanliness of the kitchen and found some of the furniture to be worn out. They also mentioned that the check-in process was a bit confusing). Can you help me craft a concise response that acknowledges their concerns, apologizes for any inconvenience, reassures them that we're taking steps to address these issues, and invites them back for a future stay?"

With this prompt, you're providing ChatGPT with all the details needed to create a response that hits all the right notes. It acknowledges the positive aspects of the guest’s stay, addresses the areas of improvement, and maintains a welcoming and professional tone. So go ahead, give it a try, and watch as ChatGPT helps you turn guest feedback into an opportunity to shine even brighter!

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Need some help? I offer 20 minute calls - no strings, to help you answer your trickiest questions. Some folks go on to work with me - sure (hey, I have to make a living) but some folks just need 20 minutes and I'm happy to connect and learn from you, with you, and help you too. Book a time HERE.

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Hey Boss! I'm Kate, owner/founder of The CEO Host. If you are interested in taking a leap into short-term rentals - or have some questions about your existing business, my goal - passion, and career, is to help YOU succeed. I've coached hundreds of folks getting started or looking to optimize, analyzed more deals (and duds) than I could count, completed thousands of hours of education and training, attended conferences... So don't be shy. A good CEO knows to bring in expert help - and that's what I'm here for! Lets HOP ON A CALL and chat!