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.
Why is replying to reviews important?
- 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?
- 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.
- Avoid promotional content: Focus on addressing the review rather than advertising your services.
Content Guidelines for Review Replies
To ensure your reply complies with our standards, follow these guidelines:
- Minimum word count: Replies must contain more than 10 words to appear on the Activity Detail Page (ADP). Replies with fewer words will only be visible to the customer via email.
- Emoji limit: Replies cannot include more than 5 emojis to maintain professionalism and readability.
- Avoid unnecessary company references: Replies that include templated or promotional language, or unnecessary mentions of GetYourGuide, may be filtered during our quality review process. Focus on addressing the customer's specific experience instead.
- Respect privacy: If the customer left an anonymous review, maintain their privacy.
- Ensure quality: Replies with spelling mistakes or all caps will be removed to maintain quality and tone.
- AI-driven review check: Use the AI tool to assess compliance:
- Reply adheres to guidelines: Your reply meets quality standards and can be submitted.
- Adjustments recommended: AI will suggest improvements for your reply. You can accept these suggestions or rewrite your response.
- Adjustments needed: AI will help draft a reply that complies with content guidelines. You can accept or rewrite based on feedback.
Actionable Note: Once a reply is rejected, this action cannot be reversed. Ensure your reply aligns with these guidelines before submission.
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.
Best practices for handling negative reviews:
- 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, explain cancellations due to safety concerns.
- 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 is the current scope 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.
- Content moderation: Replies containing offensive or inappropriate language will be blocked.
- 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.
- Visibility & notifications: Your reply will reach the customer by email and will also appear on the activity page if it passes moderation. Replies mentioning GetYourGuide are filtered out to protect our brand. Consider rephrasing without the mention as the review will be rejected and the action is not reversible.
Frequently Asked Questions
-
Why was my reply rejected?
Replies mentioning GetYourGuide are filtered out to protect our brand. Consider rephrasing without the mention as the review will be rejected and the action is not reversible. -
What happens if my reply is too short or contains too many emojis?
Replies with fewer than 10 words will only be visible to the customer via email. Replies with more than 5 emojis may be flagged and removed during moderation. -
Can I edit my reply after submission?
No, replies cannot be edited once submitted. Ensure your response is accurate and complete before sending.
Crafting thoughtful and impactful replies to customer reviews helps build trust and improve your reputation. Follow these guidelines to ensure your responses meet quality standards and resonate with travelers.
Related Articles: