5-Stars: How to Engage your Renters for Stellar Reviews

A testimonial from a satisfied customer is an invaluable asset for any business, and short-term vacation rentals are no exception. Positive guest reviews are an excellent way to attract new guests. Reviews help establish your property's credibility, enhance its allure and could possibly end up being the deciding factor between you and your competition. As you accumulate positive reviews from guests, you'll likely notice improvements in booking performance.

Below are some ideas for capturing testimonials while your guests are still basking in the afterglow of their vacation.

Ask

Contact your guests promptly after their stay (within 2-3 days) and ask for feedback. Remember that happy customers tend to enjoy sharing their experiences and are far more likely to respond than those feeling less enthusiastic. If you haven’t heard back in a few days, send a reminder email.

Make it simple

The easier it is to give feedback, the more likely your renters will participate. Here are a few ways to solicit reviews:

Use a survey

Make it easy for your guests by soliciting feedback with a series of questions or rating scales. You can capture any sensational quotes with an open comment field at the end. Keep it simple with only a few questions, it should ideally take under 2 minutes to complete.

Create a guest book

Add a personal touch by offering a guest log for comments on your booking site. This will give travelers another opportunity to offer feedback. Guests will enjoy contributing and reading through and comparing their comments to previous visitors' and you can maintain quality control over what feedback is visible.

Use social media

In today's world, potential travelers research everything online before booking. They look at reviews, social media pages and images from previous guests that help assure them your property is the right fit. Encourage your vacationers to leave feedback and share their experiences and images on your social media platforms and tag your company name. Popular apps like Instagram and Facebook have quickly become a powerful tool to create awareness, increase your reputation, and ultimately widen the audience viewing your properties. Although building a strong social media presence takes time, with the right strategy, you can increase confidence in your properties and gain credibility.

Encourage reviews on third party websites

If guests have already started leaving you reviews on listing sites, encourage others to add reviews to boost your rating. These peer-to-peer reviews offer peace of mind to the renter that they are reading reviews from other travelers – not just taking your word for it.

Some booking sites send an automatic request for reviews. Others, like Airbnb, require that you leave a review on the guest before the channel sends an automated request to the guest to review their stay. As positive reviews accumulate, you will build a presence on channels and ultimately see more bookings as a result!

Be open

Of course, you only want to post positive endorsements on your website but remember that criticism can be valuable as well. In your request indicate that you are open to constructive feedback so you can provide the best possible guest experience in the future.

If you do receive a negative review on a listing site and cannot remove it, be sure to address it promptly. Always take the high road and put the blame on yourself - even if you aren't at fault. Your professionalism will help counteract the negative review in the mind of potential guests, while pointing fingers or ignoring the problem will achieve the opposite.

Follow up with your guests

It’s important to thank positive reviewers individually but in the case of rave reviews, it’s a good idea to try to foster an ongoing relationship with your renters. Offer incentives for a return trip or a lower rate during their next stay in exchange for a referral. These are excellent ways to build a relationship with your guests and extend your reach into their network. Your renters are your company ambassadors and can be vital resources for growing your business.