Ready to engage with customers? Read this to learn how to respond to traveler review comments using the new “Review Reply” feature in the Supplier Portal.
What is the “Review Reply” feature?
The “Review Reply” feature lets you respond directly to traveler review comments. This feature is currently in beta and is not available for general use.
Why is replying to reviews important?
Responding to reviews allows you to:
- Show travelers you value their feedback.
- Address concerns or clarify situations.
- Engage with customers and enhance your reputation.
How can a review be replied to?
To reply to a review:
- Log in to the Supplier Portal
- Go to Reviews under Performance
- Find the review you want to reply to
- Click “Reply”
- Write your response in your preferred language in the text box and click “Send reply.”. Your message will be automatically translated into the traveler's language if needed.
Best practices for replying to reviews
Engaging with travelers and addressing their feedback shows that you care. Here are some tips on how to do it effectively:
General tips:
- Maintain a professional tone. Use friendly and respectful language, even when addressing negative feedback.
- Be concise and relevant. Keep responses short, clear, and focused on the traveler’s feedback.
- Acknowledge positive reviews. Thank travelers for their feedback or share relevant information when appropriate.
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Avoid promotional content. Focus on addressing the review rather than advertising your services.
Handling negative reviews:
Negative reviews can happen to any experience creator. Sometimes, customers may have had different expectations. These reviews can help you improve future customer experiences and earn back trust.
Here are some best practices to consider:
- Show empathy and understanding. Recognize the traveler’s concerns and respond thoughtfully even if the feedback seems unfair. Focus on fixing relationships and learning from it rather than proving a point.
- Be honest. Take responsibility for any mistakes, but clarify situations beyond your control. For example, if a boat tour was canceled due to rough seas, explain that safety is a top priority and you provide advance cancellation or rescheduling when possible.
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Keep it personal but respect privacy. Do not share any personal details about the reviewer and avoid sharing your own contact details. For any booking-related concerns, redirect customers to official GetYourGuide contact channels.
What are the current limitations of the feature?
- Limited response window: You can only reply to reviews posted within the last 30 days.
- Single reply per review: You can reply to each review only once, and replies cannot be edited after submission.
- Email delivery only: Your response will be sent to the traveler via email and won’t currently be displayed on your activity page.
- Content moderation: Replies containing offensive or inappropriate language will be blocked.
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Reply to comments only: You won’t be able to respond to reviews with only a star rating. Only reviews that include a customer message can be replied to.
Why is this feature in Beta?
This feature is still being refined to ensure it meets your needs and those of travelers. Insights from early users will help shape its final design and functionality.
By using the “Review Reply” feature, you can demonstrate your dedication to customer satisfaction and show your commitment to improving traveler experiences. Terms and conditions apply.
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