HomeAway Confidential© 2009 HomeAway. All rights reserved. The Art of Getting Positive Reviews Antonio Bortolotti Founder, Vacation Rentals Secrets – Fully.

The Art Of Getting Positive Reviews WHY Reviews Are Fundamental HOW To Get Lots Of 5 Star Reviews HOW To Deal With Reviews Effectively and Handle Negativity HomeAway Confidential© 2009 HomeAway. All rights reserved.

The Art Of Getting Positive Reviews WHY Are Reviews Fundamental? Because They Give Lots Of Third Party Valuable Information To Prospective Guests HomeAway Confidential© 2009 HomeAway. All rights reserved.

The Art of Getting Positive 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) HomeAway Confidential© 2009 HomeAway. All rights reserved.

The Art of Getting Positive Reviews 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. HomeAway Confidential© 2009 HomeAway. All rights reserved.

The Art of Getting Positive Reviews REVIEWS –Remove/Lower Barriers –Give Trusted Evidence Of What To Expect –Build Up Credibility And Reputation –Facilitate Enquiries –“Social Proof” + Increase Ranking HomeAway Confidential© 2009 HomeAway. All rights reserved.

The Art of Getting Positive Reviews Main Goals of Thank You Message: Collect Feedback ASAP Highlight Weaknesses Allow a Certain Degree of ‘Control’ Over Reviews HomeAway Confidential© 2009 HomeAway. All rights reserved.

The Art of Getting Positive Reviews #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.

HomeAway Confidential© 2009 HomeAway. All rights reserved. The Art of Getting Positive Reviews Antonio Bortolotti Founder, Vacation Rentals Secrets – Fully.

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HomeAway Confidential© 2009 HomeAway. All rights reserved. The Art of Getting Positive Reviews Antonio Bortolotti Founder, Vacation Rentals Secrets – Fully.

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Presentation on theme: "HomeAway Confidential© 2009 HomeAway. All rights reserved. The Art of Getting Positive Reviews Antonio Bortolotti Founder, Vacation Rentals Secrets – Fully."— Presentation transcript:

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