Step 1: Figure out why you have a low rating
See if you can figure out who wrote the review you are reading. Try to recall if something happened that would make a traveler unhappy? Might one of your staff snapped at them? Was breakfast cold one morning? Most people don’t have a strong enough memory to recall all details, so it can be helpful to keep a journal of noteworthy events at your establishment.
Step 2: Before you get another negative rating, make a plan for situations that might cause one
Redeem yourself and your business to your customers and show that you care about the quality of their experience. For example, if breakfast was bad, offer a refund or a free meal.
Step 3: Create a loyalty and rewards program to encourage positive reviews
Offer discounts, special offers and free items and experiences. Give your customers opportunities to provide you with feedback. For example, at the end of their stay you can mail them a thank you or a reward and link to your TripAdvisor page in the email.
Step 4: Monitor your reviews and analyze your data
Respond thoughtfully to reviews and as soon as possible after they are posted. This helps others see that you value them as a customer and that they will really appreciate your awesome review and feedback. Here’s a quick resource that you can use to generate review responses of all sorts.