What happens when a customer suddenly gives you a bad rating?
Have you ever experienced something like this? Your last guests have left and you are sure that they were satisfied. But then, suddenly, you receive a negative rating for your holiday apartment – unexpectedly and seemingly without warning. Of course, this can be quite frustrating, but the important thing now is not to panic! Ratings are part and parcel of the rental business, and even negative ones can be seen as an opportunity.
In this article, you will learn...
- Why ratings are important for holiday apartments
- How to deal professionally with negative guest ratings
- When you can report an unfair rating
- Tips for avoiding negative ratings in advance
- How to actively collect more positive ratings for your holiday home
Why ratings are so important for holiday homes
Ratings play a central role in potential guests' decision to actually book a holiday home. In addition to the price and pictures of the holiday home, ratings are one of the most important factors when booking. Evaluations clearly show that the more ratings a holiday home has collected, the higher the chance that it will be booked. You probably know this from other contexts, too, for example when you buy something online: in the end, you trust the judgement of other consumers the most, no matter how well or poorly the product is described.
What's more, many portals in our sales network reward the presence of ratings with significantly better rankings in the results lists. This is only logical: the algorithms of the individual portals are set up in such a way that holiday homes that are likely to be booked are sorted further to the front. So positive guest ratings are a real sales engine for your holiday home.
As an atraveo host, you benefit from the fact that we ask guests to rate your holiday home after they have left. All ratings for your holiday home are collected and displayed online on our affiliated portals, so that your holiday home becomes more and more attractive to other potential guests over time.
How to deal with negative guest reviews: The right way to react
1. Don't be discouraged: How to interpret negative ratings
It's important not to panic if you receive a less than stellar review of your holiday home. If you have a lot of positive reviews overall, a single negative review won't necessarily hurt your chances of attracting new guests. Potential guests will understand that sometimes things just don't go perfectly and will see the bad review in context. Take time to analyse the criticism objectively. Is it justified? Were there perhaps real deficiencies that you overlooked? Or did the guest perhaps misunderstand something? See negative ratings – provided they are factually formulated and justified – as an opportunity to improve your rental business in a targeted way.
2. Your path to the solution: react correctly
A factual response to a negative guest review is often the best way to clarify misunderstandings. You can send us your statement at ownerservice@atraveo.com, and we will make sure that it is published together with the original guest review. This way, potential guests have the opportunity to hear both sides and get the full picture. Be sure to keep your statement civil and not come across as condescending or judgmental – this will negate the advantage of a statement.
3. Your chance: contact the guests
It can also be helpful to contact the guest in question yourself. Ask them what exactly they didn't like and try to find a solution together with them. In this case, the guest may even be willing to change the rating. A personal conversation can often clear up misunderstandings and lead to a more positive perception. Please let us know if the guest has changed their mind after the conversation. If necessary, we will also consult again briefly and then correct the rating.
4. Your protection: Report unfair ratings
If you think that a negative rating is completely unjustified, you are not alone. We at atraveo offer you a comprehensive service that also supports you in such cases. Just contact us by email at ownerservice@atraveo.com – we will then take a close look at the rating and, if necessary, contact the guest. If it turns out that the rating was given without any valid basis or that the guest only expressed their obvious frustration after the trip but never communicated that something was bothering them or missing at your holiday home, we will ensure that the rating is removed. The same applies, of course, if the guest has not actually given a negative rating to your holiday home, but to accompanying circumstances of their stay for which you are not responsible, such as bad weather or a beach that is too crowded.
How to avoid negative ratings in advance
The best strategy for avoiding negative ratings is, of course, to prevent them from arising in the first place. You can avoid unnecessary moments of frustration even before your guests arrive by paying attention to a few important points. These tips will help you optimise your guests' satisfaction:
- Correct and comprehensive description of your holiday home: A positive holiday experience begins even before the trip. To avoid negative guest reviews for your holiday apartment from the outset, make sure that guests do not arrive with false expectations. Therefore, describe your holiday home accurately, comprehensively and honestly. Be sure to mention any special features, such as a steep staircase, a gravel road to the property, a nearby construction site or a shared garden with other guests. Also, make sure that the photos of your holiday home show the actual conditions and are not too old. Here you can learn more about how to write the perfect description of your holiday apartment or holiday house.
- Perfect check-in: Make sure that everything goes smoothly upon arrival. A warm welcome and a clean, well-maintained holiday house create a positive first impression. You can find more tips for an optimal check-in and check-out here. Also make sure that the arrival information you provide in the atraveo owner area is correct so that guests can find their way to your holiday home without any problems.
- Attention and small gestures: A small welcome goodie such as a bottle of water or a small selection of regional specialities is an additional effective boost for a positive first impression. Guests who start their holiday with a good feeling are less likely to view any minor defects negatively and emphasise them in their rating. Here we explain in more detail how you can give your guests a positive holiday experience as soon as they arrive.
- Get feedback along the way: Ask your guests during their stay if they are satisfied and if there is anything they might need. This way, you can avoid unpleasant surprises and show your hospitality. However, be careful not to be too intrusive and ask your guests at every opportunity if everything is all right. Usually, a short message or email during their stay is enough.
- Ask for a rating before departure: When your guests check out, politely ask them to leave a rating if they were satisfied. You can let them know that they will receive an automatic invitation to rate.
- Provide a guest book: Provide a physical guest book in your holiday home. Many guests are more likely to leave an online rating if they have already reflected on their positive impressions on the spot and noted them in the guest book. The entries in the guest book are also a great source of direct feedback for you and a nice souvenir.
Conclusion: actively manage ratings and respond professionally
Ratings for holiday apartments are extremely important and have a significant influence on your business. By strategically responding to negative feedback and actively promoting positive reviews, you can improve your ranking and attract more guests in the long term. And remember: our team is always on hand to help you deal with ratings! One of the biggest advantages of being a host with us is that you are not left alone with a negative rating. We actively work to help you solve problems and provide the support you need. We know how important it is that you can rely on us – not only for the booking process, but also for maintaining your online image.
