Will Aldrcih of TripIt, delivered these tips on responding to negative reviews online at the Eye for Travel Social Media Conference 2010 in San Francisco, yesterday. Easy steps to follow, if you get hit by an extremely poor review:
1. Respond promptly
2. Thank them for their comments
3. Apologize if appropriate
4. Clarify your intent
5. Be transparent
6. Identify concrete next steps
7. Have an owner respond
8. Follow-up with a personal contact via email or a phone call
A good guideline. I hope you don’t have to use it.
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One Response
I like this. Poor reviews are just going to happen, whether it’s genuinely poor or fabricated. #5 is a big one since there is so little transparency in my book with tools such as Yelp and Trip Advisor. I like Open Table’s model as you actually have to have booked a reservation and fulfilled the reservation to submit a review.