How to turn guest reviews into golden opportunities for your vacation rental

How to get the best reviews?

Treating your guests well

First impressions matter. Whether it's a warm welcome message before their arrival or a small welcome gift upon check-in, these thoughtful gestures go a long way. Make sure your property is spotless and fully stocked with essentials such as toiletries, fresh towels, and kitchen basics. Guests notice and appreciate these details, and they're more likely to mention them in their reviews.

Communication

Clear, timely, and friendly communication is key. Set the tone from the first interaction and maintain it throughout their stay. Answer enquiries promptly, provide detailed check-in instructions, and be available to resolve any issues that arise. A good rule of thumb is to communicate as if you were hosting a friend. This level of attentiveness and care can significantly impact your reviews.

Following up and post-stay tips

After your guests check out, send a follow-up message thanking them for their stay and kindly request a review. A personalised note can encourage them to share their positive experience. Additionally, provide a platform for feedback. If something wasn't up to their expectations, they'll likely appreciate the opportunity to tell you directly rather than venting in a public review.

How to utilise a lack of reviews?

Offering incentives

A lack of reviews can be daunting, but it can also be a blank slate. Encourage your first few guests to leave a review by offering incentives. A small discount on their next stay or a complimentary service can motivate them to share their experience. Be sure to communicate this offer clearly and positively.

Sending out surveys

If you're starting from scratch, consider sending out surveys to your first few guests. This not only shows that you're interested in their feedback but also provides you with valuable insights to improve your service. You can use positive survey responses as testimonials on your website or social media, gradually building credibility even before reviews start rolling in. You can turn these positive comments into quotes to write in your listing, which will ultimately boost your listing SEO.

How to utilise negative reviews?

Responding to them effectively

Negative reviews happen to the best of us. The important thing is how you handle them. Respond promptly and professionally, acknowledging the guest's concerns and explaining any steps you're taking to address these issues. This shows potential guests that you care about their experience and are committed to improving. The original reviewer may even follow-up or come and stay again to see these improvements take place.

Listening and proving it

Take negative reviews as constructive feedback. If multiple guests mention the same issue, it’s worth addressing. Make the necessary upgrades or fixes and then highlight these improvements in your listing. New guests will appreciate the updates, and you can turn a negative into a positive by showing that you're responsive to feedback.

Taking the positives

Even negative reviews often have a silver lining. Maybe the guest loved the location but found the amenities lacking. Focus on these positive elements in your responses and future marketing. Every piece of feedback helps you refine your offering and better understand what guests value most.

Turning negative into positive media campaigns

Some companies have successfully turned negative reviews into powerful marketing tools. Consider a creative approach, like sharing a humorous response to a negative review or showcasing an upgrade prompted by guest feedback. Being transparent can build trust and show that you're constantly striving to improve.

Conclusion

Guest reviews are a crucial part of maintaining and growing your vacation rental business. By treating your guests well, maintaining open communication, and following up after their stay, you'll increase your chances of receiving positive reviews. If you're starting out without any reviews, use incentives and surveys to gather initial feedback. And don't fear negative reviews—use them as opportunities to show your commitment to providing an exceptional guest experience.

Learn more about the Travelnest Direct Booking reviews feature and boosting your Booking.com guest review score.

Remember, every review is a chance to learn and grow. If you're ready to take your vacation rental business to the next level, sign up with Travelnest for free today. Happy hosting!