Last updated on Aug 3, 2024

A guest criticizes your bed and breakfast room prices online. How will you manage the situation effectively?

In hospitality, managing guest feedback, especially criticism, is as crucial as providing a memorable stay. When a guest criticizes your bed and breakfast's room prices online, it can seem daunting. However, this is an opportunity to showcase your commitment to guest satisfaction and service excellence. Your response can turn a negative review into a positive experience for both the reviewer and potential guests reading the feedback. The key is to handle the situation with grace, professionalism, and a genuine desire to understand and address the guest's concerns.

Key takeaways from this article

Offer a special rate:

When guests criticize prices, acknowledging their concerns with a special rate can show your commitment to their satisfaction and willingness to improve their next experience.
Stay above the line:

Maintain professionalism when responding to negative feedback. Absorb the critique, skip the excuses, and if changes are needed, implement them. Your hard work got you this far—keep evolving.

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1 Acknowledge Quickly

Responding promptly to online criticism shows that you value guest feedback and are proactive in addressing concerns. When a guest criticizes your room prices, it's important to acknowledge their comment quickly. Doing so demonstrates that you are attentive and concerned about your guests' experiences. Remember to thank the guest for their feedback, as it can provide insights into how you can improve your services. A swift and thoughtful acknowledgment can often defuse the situation and set the stage for a constructive dialogue.

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kabelo Losike

"Dynamic Hospitality and Events Management Graduate with a Strong Business Acumen and Proven Track Record in Delivering Memorable Experiences"
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Respond promptly and professionally I will respond to the criticism as soon as possible to show that I value guest feedback and attentive to their concerns. I will also begin with a polite greeting and express gratitude for the feedback 🙂

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guillermo martin C.

conserje de hotel
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si llama por telefono o manda mensaje por whassap yo les digo que aca el desayuno es aparte de la habitacion, asi que aqui solo se le cobraria la habitacion y si quiere desayuno se le suma, y el pago es por adelantado y solo con dni en mano asi le digo yo, y para reservar la habitacion tiene que mandar plata si no esta adjunto a no guardarsela aca nos manejamos asi espero les haya servido mucho saludos

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2 Stay Professional

Maintaining professionalism is crucial when dealing with online criticism. Your response to a guest's negative comment about your room prices should be courteous and respectful, regardless of the tone of their review. Avoid getting defensive or making excuses. Instead, focus on understanding the guest's perspective and expressing empathy for any dissatisfaction they experienced. This approach not only reflects well on your bed and breakfast but also helps build trust with potential guests who read your responses online.

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Gino Dacquel

“How can I help?”
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Staying “above the line” always pays dividends. It’s too easy to get into it with someone who leaves a bad review. This is just another opportunity to improve. Justifying won’t help. Laying blame or deflecting won’t either. Absorb the feedback, respond professionally, and if you’re in need of improvements? Make them. You didn’t get to where you are by chance…it took sacrifice and hard work. Keep at it.

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3 Offer Explanation

Sometimes guests may not be aware of the factors that contribute to your pricing. In your response, offer a clear and concise explanation of what guests receive for the price they pay. Highlight the unique features of your bed and breakfast, such as personalized service, quality amenities, or a prime location. By providing context, you help guests understand the value proposition of your establishment. This transparency can mitigate concerns about cost and reinforce the benefits of choosing your bed and breakfast.

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kabelo Losike

"Dynamic Hospitality and Events Management Graduate with a Strong Business Acumen and Proven Track Record in Delivering Memorable Experiences"
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In my response I will gently remind the guest and potential readers of the unique benefits our bed and breakfast offers. Eg Our pricing reflects the quality of our Personalized service,our Prime location,and the variety of amenities we provide and extra incentives like breakfast, WiFi, Swimming.

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4 Personalize Response

A personalized response can go a long way in turning a critic into an advocate. Address the guest by name and reference specific points from their review to show that you have carefully considered their feedback. Tailoring your reply in this manner shows that you see your guests as individuals with unique experiences and preferences. It also conveys that you are committed to personalizing service and willing to go the extra mile to ensure guest satisfaction.

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5 Propose Solutions

After understanding the guest's concerns and providing explanations, propose solutions or alternatives that could remedy the situation. If possible, offer to discuss the matter privately to find a resolution that satisfies the guest. This might include a special offer for their next stay or an invitation to discuss their concerns in more detail. By proposing solutions, you demonstrate a commitment to service excellence and an eagerness to improve the guest experience at your bed and breakfast.

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kabelo Losike

"Dynamic Hospitality and Events Management Graduate with a Strong Business Acumen and Proven Track Record in Delivering Memorable Experiences"
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Encouraging the guest to return and offer a special rate or discount for their Next stay to show that we are willing to make amends and improve their experience.

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6 Follow Up

Following up is an essential step in managing online criticism effectively. After resolving the issue with the guest, consider reaching out to ensure they were satisfied with the outcome. This follow-up can be a simple message or email expressing your gratitude for their feedback and confirming that their concerns were addressed. Such personalized attention can leave a lasting positive impression, potentially turning a once dissatisfied guest into a loyal advocate for your bed and breakfast.

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A guest criticizes your bed and breakfast room prices online. How will you manage the situation effectively?

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1 Acknowledge Quickly

2 Stay Professional

3 Offer Explanation

4 Personalize Response

5 Propose Solutions

6 Follow Up

Hospitality

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