Table of Contents
Introduction
Commercial villas and properties are rapidly growing in Bali. With increasing interest in rental businesses, people are actively investing in property for their passive income. That is why, over the past two decades, the villas in Bali have been a dream location for people looking to invest in property and earn profits on it.
Today, investors have an efficient tool aka social media, in hand to promote and rent their property. If you are someone who owns a villa in Bali, you would know how much impact digital marketing can have on your business. And rightly so! How you represent your villa is the first step for your target guests to approach you.
That said, it is not only you who is going to be responsible for the growth of your property instead it’s a cyclic process. Once your property is public, the audience gets to comment on whatever you have posted. In other words, your representation of the property and comments by the guests who have experienced it firsthand both play a game-changing role.
You would have understood by now that your representation of your villa needs to match the experience of your guests. Now, you are not going to survey or talk head-on with the guests whenever they visit. Then, how will you get to know about their experiences? Yes, you guessed it right. This is where the reviews and feedback from the guests come into play.
Your villas get their trustworthiness from the authentic reviews that your guests provide. It is understandable that you would have put your heart and soul into every detail of your villa in Bali, but the final call depends on the receiver’s feedback. As you must be well aware, in hospitality and real estate businesses, a minor inconvenience can become a huge issue, resulting in your loss. It is therefore a wise step to learn how to respond to all sorts of reviews and feedback.
Why is it important to handle guest reviews and feedback well?
Guest reviews attract new guests. It’s simple math. Guests visit your enchanting villa in Bali; they love it; they recommend it! The guest reviews and feedback on the internet actually act as effective as word of mouth – but for the entire world. Positive reviews and feedback for your villa in Bali express that your property is guest-friendly. A positive review chart is creditable for your villa.
However, the guests who visit your property might not always end up giving reviews for your villa. And even if they do, you need to be ready for all sorts of reviews and feedback. The customer feedback can naturally be a positive comment, a negative remark, or anything in between. But you have nothing to worry about! Now that you know how important it can be for your brand to handle reviews, you have got it under control.
Do you know that 43% of the target audience wants to see at least 100 reviews for a particular thing that is being posted online? And 84% of people trust online reviews and feedback as much as any personal recommendations! The number is huge, right? Therefore, you need to wisely develop the art of handling guest reviews and feedback well.
Frequently Asked Questions
1.How are guest reviews and feedback going to impact your property?
You need to keep track of positive reviews on your property to understand the factors that the guests are enjoying. It is important that the villa is guest-friendly. Because guest satisfaction is the key to a thriving commercial property business. And whatever is publicly available on the internet catches the eye of the audience in a snap. That’s why below are some of the reasons that can be kept in check to make sure your reviews do not go on a toss.
- Firstly, do not ignore the reviews you get. In fact, make sure you acknowledge them in a limited period of time. Be it positive or not, do not consider it trivial. Your acknowledgment gives out the idea that you do care about how your guests feel about your property.
- Secondly, if your villa is highly rated, it will be preferred over other properties! Because higher 5 ratings of your villa make it guest-friendly resulting in more footfall.
- The information that guests write in reviews is also a reliable source for first-time travelers. They are going to know about the facts mentioned in your feedback and are going to rely on it.
- Next is to directly ask for feedback instead of waiting for them to give one.
- Lastly, make sure that you get in the loop on what amendments can be made and improve things accordingly. The guests should know that their reviews matter, and there have been changes wherever needed after their feedback.
Responding to positive, negative, and fake reviews and feedback
Responding to different feedback and guest reviews can sometimes give you a hard time. With the amount of mental and physical investment that you have given to make your villa the best of all sorts, it can be scary and frustrating too. There is a way to respond to your guests for all sorts of reviews. Here’s how you can easily respond to different kinds of reviews and feedback without affecting your own peace.
Positive reviews and feedback
- It is noted that positive reviews encourage 68% of the guests to come back to your stay. With that in mind, make sure that whenever you receive a positive review or warm feedback, acknowledge it by thanking the guest. Always begin your reply with a ‘Thank you’ followed by your response.
- Once you have done that, address the review in a precise manner. Make sure that you do not make it a generalized reply. Generic replies are not at all helpful for the future. Believe it or not, whenever you respond personally instead of generalizing your response, people feel heard and they are more likely to talk about your service positively elsewhere.
- Next is to take all the people who have been a constant source of support to you into consideration. It can be your partner, your staff, caretakers, etc. You can individually mention their names while you write your responses. This will also promote a good environment among each other in your property.
- Professionalism is definitely a primary factor to take care of. Be professional in responding, but do not forget to remain polite.
- You can always respond to positive reviews by inviting the guests back to your property; it is a heartwarming way to extend gratitude. Additionally, you can also offer discounts and offers to your loyal customers to increase repeat bookings.
Negative reviews and feedback
- 94% of the target businesses avoid visiting the property if they read negative reviews from your guests. It is recorded that 53% of the guests who have reviewed your property in a negative light, expect a reply within a week. But sadly, 63% of them have noticed that there is no response from the owner’s side. This can impact your villa in Bali if you do not address the feedback. It is always wise to respond to negative reviews before they start driving away your target guests.
- Secondly, there are guests who would write something downright negative, which is inhumane, so when that happens do not lose your cool. It is definitely difficult, but you won’t lose your business for a review that might not even be true. So take your time and frame a polite reply and sound approachable.
- There are different situations where customer satisfaction has been compromised, and there are different reasons for it. This is when you have to think about your response on the spot while making sure you stay professional. For this make sure you train your employees well in advance.
- You can thank them for bringing any particular issues to your attention and give them consolation that you will take the necessary action for them. You can also humbly offer them to compensate for their losses if any.
Addressing fake reviews
- Sometimes, even if you suspect that the review is fake, do not forget to remain polite. Professionally, being calm and composed is key to dealing with them.
- Next is to report a fake review. If the reviews mentioned against your guest-friendly villa in Bali do not align with your services, report the review and mark it as fake. You can also flag the review as a fraudulent review.
- You can always offer to investigate the matter further. This will show your commitment to giving your guests the most genuine experiences. On the other hand, it will also help you verify it as a fake review.
2.How can you prioritize your response?
Prioritizing your responses to reviews means responding to the negative reviews first. Positive reviews are a credit to your website or any other media platform. And you do not have to do much about it except reply to it with an acknowledgment. The real deal begins when there is negative consumer feedback for your villa in Bali. Hence, you should address the negative feedback first.
Next, respond to the reviews in a reasonable time. You can also make it a point to update it into your policy so that the reviews by guests would be addressed in a certain time period. You can specify the number of business days by which you will get back to them. It will be professional of you to do so. You should not procrastinate at such times.
You can check what reviews are more serious than the others and address them accordingly. The reviews and feedback that are going to severely affect your consumer base and your business shall be dealt with first. And later you can respond to the minor issues mentioned in the reviews. There are some of the feedback tools to help you out in different ways.
- Hotjar is a website analytics tool. It will help you understand and analyze the pattern of how the target business is engaging with your website. It is a transformation tool to help you understand customer behavior in a very simplified manner.
- SurveyMonkey acts as a primary tool for surveying the market. It is an all-in-one tool for marketing, research, and the like. It helps you create and run professional surveys to help you understand the interests of your guests.
- Qualaroo is an amazing tool that does half your job. This tool is a boon for you. It helps you ask the right question to the right user, cutting down your thinking work.
- Typeform is also a feedback tool that you can use. You can generate questions for your important surveys for the villa. It will create a survey form that will be engaging for the target audience too. Basically, it will ask questions without making it sound like an interrogation.
Conclusion
Consumer feedback and guest reviews on your Bali villa can be a game changer for you. Positive reviews on your property depend on how alert you are in checking the reviews. There are various guest reviews and feedback tools that utilize artificial intelligence to examine consumer behavior. You can use guest feedback tools such as Zonka feedback or Qualtrics, etc to make sure that your property has positive reviews on top!
Now you know what can impact your property positively and what can turn out to be a problem. As mentioned in the above guides, you can beware of things that can happen and take precautions for them. You might want to update your policy or just be extra careful while you give out responses.
Take care of the above-mentioned crucial things, and your Bali villa will be guest-friendly and most visited. Handling guest reviews and feedback the right way is an art, and you have all the tools to make it work its magic.
