homeaway confidential© 2009 homeaway. all rights reserved. the art of getting positive reviews...

HomeAway Confidential© 2009 HomeAway. All rights reserved.

The Art of Getting Positive Reviews

Antonio BortolottiFounder, Vacation Rentals Secrets – Fully Booked Formulawww.VacationRentalSecrets.com

Antonio Bortolotti


“One Of The Best 20 Holiday Villas In The Mediterranean” (The Observer)

Antonio Bortolotti


“One Of The Best 20 Holiday Villas In The Mediterranean” (The Observer)

HomeAway.co.uk Properties #83765, #83767, # 418314

Antonio Bortolotti David Prescod


www.VacationRentalSecrets.com

The Art Of Getting Positive Reviews

REVIEWS



WHY Reviews Are Fundamental

HOW To Get Lots Of 5 Star Reviews

HOW To Deal With Reviews Effectively and Handle Negativity



WHY Are Reviews Fundamental?



WHY Are Reviews Fundamental?

Because They Give Lots Of Third Party Valuable Information To

Prospective Guests



KEYWORDS

RELIABILITY

TRUSTWORTHINESS



REVIEWS



Prospective Guests Trust Reviews Because:

– they can analyse each comment and owner’s response accurately and relate them to their common sense

– they feel closer to the average consumer than to a third party organization

– the increasing number of reviews related to the same property makes it for more voices to speak in the same direction (Credibility/Reliability)



Prospective Guests Trust Reviews Because:

– Feedback from past guests may or may not be followed by an owner’s reply, which may reveal interesting details and information about who a potential customer may be dealing with.



REVIEWS

– Remove/Lower Barriers– Give Trusted Evidence Of What To

Expect – Build Up Credibility And Reputation– Facilitate Enquiries– “Social Proof” + Increase Ranking



How To Get Lots Of 5 StarGenuine Reviews



100+ REVIEWS


The Art of Getting Positive Reviews #1 - Thank You Message



Main Goals of Thank You Message:

•Collect Feedback ASAP

•Highlight Weaknesses

•Allow a Certain Degree of ‘Control’ Over Reviews



# 2 - Read Reply Carefully



Read Carefully



Pull Your Standard Review Request



Read Carefully



Pull Your Standard Review Request




It’sThat

Simple!


How To Deal With Reviews Effectively

and Handle Negativity

7 Quick Tips



#1 - Ask For Feedback ASAP (Privately)



#2 - Always Respond



#3 - Address Future Renters



#4 – Address Specific Complaints and Issues Already Fixed



#5 - Show Responsiveness/Professionalism

Not Temper!

“Thank you for giving us feedback on Villa P. We sincerely apologize for the inconvenience caused to your party, as it’s been the first time we had unhappy guests in over 7 years.While we’ve immediately addressed the issues you raised to minimize the impact on your holiday by offering to solve the problem, which we were honestly not aware of until you ran into it, we sadly accepted your understandable decision to spend your holiday in a different place.The criticality was luckily confined to just a small room in the entire villa, which is actually not subterranean, in fact it has just two earth sided walls, which were the ones affected by the problem. Everything has been promptly solved and re-established to its fine standards, as the new, updated photos online can clearly show. So once again, we apologize for the inconvenience, reassure that Villa P is suitable for every guest, including ashmatics and would like to extend an invitation to be our guest for free, if you ever decide to come back to our beautiful area.”

(sample reviews taken random from HomeAway.co.uk)HomeAway Confidential© 2009 HomeAway. All rights reserved.


#6- Listen Carefully To Improve



#7 – Ask Reviews As Often As Possible(Recency Matters)



Questions?


THE ART OF GETTING REVIEWS

THANK YOU!


www.VacationRentalSecrets.com

homeaway confidential© 2009 homeaway. all rights reserved. the art of getting positive reviews...

Documents

star reviews

increasing number of

observer slide

past guests

holiday villas

party valuable information

party organization

owners response