How to Add Management Responses to Tripadvisor Traveler Reviews

Why is it important to write Management Responses?

Responding to reviews clearly demonstrates — to both former and prospective guests — that you are interested in feedback, and that you take customer service seriously.

Which reviews should I respond to?

Each property should determine its own strategy for responding to reviews. Some businesses respond to every review, while others focus primarily on critical ones.

It’s generally a good idea to respond to reviews that are negative, as well as those where you can correct a factual misstatement or write about an action you’ve taken to correct problems addressed in the review. Another best practice is to always have at least one Management Response amongst the ten most recent reviews you’ve received. That will help ensure travelers don’t have to dig too far into your property’s review history to see a response from you.

How will I know if I’ve received a new review?

You have the option to receive email notifications whenever new reviews are published for your property. This will help you monitor reviews as they come in, and decide which ones you want to respond to. To manage your email notifications, click on your profile icon in the top right corner of the Tripadvisor homepage, then select “Account info.” Hover over “Settings” and click “Subscriptions.” Under the “Emails for Owners” tab, next to “Reviews & Questions” make sure the “Subscribed” bubble is selected.

Where do I go on Tripadvisor to respond?

In order to reply to a review, you need to be registered with our free Management Center. Claim your property at www.tripadvisor.com/Owners.

Once you are registered and verified, access the Management Center by clicking on your profile icon and selecting “My Business” in the top-right corner of any page and follow the steps below. If you receive review notification emails, you can also click on the “Respond” link from the email.

1. Click on the “Respond to Reviews” card under your primary photo or the “See all reviews” button at the bottom of the page.
2. Choose the review you would like to respond to by clicking on the review in the left-hand sidebar. Reviews can be filtered by response status, bubble rating, date and language.
3. Write (or paste) the response into the box provided. There is no character limit but be concise — nobody wants to read an essay!
4. Enter in your display name and select your business role.
5. Click submit.

Before drafting your response, read our Management Response guidelines. In order to be published, your response will need to meet these guidelines.

How do I respond to a positive review?

Thank the reviewer for taking the time to share their experience. Avoid using the same standard reply for every response, as that can come across as repetitive and insincere. Refer to the reviewer’s positive comments about your business to both personalize your response and reiterate the compliment to your potential visitors.

How should I respond to a negative review?

Responding to negative reviews can be tough, but doing so is important. In fact, 87% of travelers agree that a thoughtful response to a bad review improved their impression of the property.1 Here are five tips to keep in mind when you receive a negative review.

1. Respond quickly
2. Be courteous and professional
3. Thank the reviewer
4. Address the specific issues
5. Highlight the positives

Need more help responding to negative reviews? Read on here.

Can I edit my Management Response?

Currently it is not possible to edit your response. If you want to change something, the best thing to do is to delete your original response and resubmit the edited version.

How long before my Management Response is posted?

Once you click submit, the status next to the review will become “Response Pending.” When the response is approved, the status will change to “Response Published.” The majority of Management Responses will be reviewed and posted within a few business days. If there is a question of whether your response meets all of our guidelines, it will take longer to process. If your response is not approved, the status will become “Response Rejected”. Please review the Management Response Guidelines and submit a new Management Response for that review.

Tips

• You can open the review you are responding to by clicking on the title of the review on the “Write a Management Response” page. This allows you to have the review fresh in your mind and respond to each of the specific points made.
• You may want to write your response in a word processor first so you can spell check and edit it until you are pleased with the final product. Then, cut and paste it into the Management Response form.
• Keep in mind that Management Responses can be found by search engines. If something negative comes up in a review, avoid repeating it in your response.
• If you need more information from a guest, or would like to encourage them to contact you, it is permissible to include your email address in your response. Just keep in mind that your response is publicly visible to all Tripadvisor users.
• Your username will appear on your Management Response unless you have put your real name in your profile. If you don’t want your real name to appear, delete it from your profile before posting your response. (Note: you can only change your display name once and it will not change on responses previously posted.)
• Reviews that may contain safety information about your property will be tagged with a safety notification. If you receive a review of this nature we encourage you to speak with your staff about the situation and respond appropriately. Learn more about safety reviews here.
• If you’ve reported a review, it’s still a good idea to write a Management Response to it. That allows you to share your side of the story with potential guests while your report is being evaluated. If the review is removed, your Management Response will also be deleted.

1. The 2015 Tripadvisor “Custom Survey Research Engagement”