Guest feedback isn’t just words; it’s a roadmap to better bookings and more satisfied guests. Whether it’s praise or a complaint, the way you handle feedback can make all the difference for your short-let property. Here’s how to get it right.
1. Be responsive and stay genuine
Timing is everything. A quick, heartfelt response shows your guests that their opinions matter. For glowing reviews, a simple thank you with a personal touch can go a long way: “Thank you for staying at Homely Apartments. We’re thrilled you enjoyed your stay—looking forward to hosting you again soon”
For less-than-perfect feedback, empathy and professionalism are your best tools. Acknowledge the issue and let them know you’re working on it: “We’re sorry to hear about this. Thank you for letting us know—we’ll get it sorted right away to ensure future guests have a better experience.”
2. Turn feedback Into action
Feedback is like a checklist for improvement. Guests might highlight things you’ve overlooked, like maintenance, pricing, or even proximity to key locations like Ikeja or Lekki. Take it seriously. If a guest mentions something more than once, it’s worth fixing. Maybe it’s upgrading the Wi-Fi, addressing faulty amenities, adding better cleaning services, or even rethinking your rates to stay competitive. Guest feedback, when acted upon, transforms problems into progress and keeps guests coming back.
3. Show Off the love
Don’t let positive reviews sit idle. Share them on your listings, website, and even social media. They’re proof that you’re nailing it. Highlight specific wins—like how your apartment is perfect for a family staycation or how its location near Lagos business districts makes it ideal for corporate travelers. Let potential guests know why your apartment is their ideal choice, offering flexibility for various budgets and demands.
4. Embrace the criticism
Negative reviews aren’t the end of the world. In fact, they can help you grow. Address the issue, fix what you can, and let the guest know how you’ve improved. This not only wins back trust but also shows future guests that you care.
Why feedback matters
Every review—good or bad—is an opportunity to elevate your game. Positive feedback boosts your rankings on platforms like Airbnb or Booking.com, while handling criticism well builds trust. It’s all about showing guests you’re listening and constantly improving.
At Homely, we believe every piece of guest feedback can unlock new opportunities. Ready to step up your hosting game?
Join Homely today and learn more on how to maximize guest experience and turn reviews into results.
