The best way to turn a negative reviewer into a return-customer and attract more customers is to craft a well thought out response to negative reviews. Below, we have compiled a list that will help create a thoughtful response which will also give viewers a great first impression of your marina.
- Make sure you are logged into Marinas.com and have claimed your marina. Instructions here: How to Claim your Marina Profile
- Pick the review you want to respond to and click on the "Respond to Review" button (screenshot below). Write and save your post. For further instructions on how to post your response, click here: How to Respond to a Marina Review
To write your public response:
- Thank the reviewer for their feedback.
- Apologize for their experience (even if you think the review is inaccurate/unfair).
- Respond to their negative issues point by point. If they were misinformed about something give them the correct information in a polite manner. If they are correct about lacking services tell them your plan to improve those services.
- Finish with a positive remark or by saying “we hope to see you in the future”.
- If the reviewer responds again, give them a way to reach out to you directly and take the conversation offline. That way, you will not get dragged into a public argument and the boater will feel like you are reaching out personally.
Please see below for a good example of a Marina response to a negative review:
"Hello Bakers! Thank you for coming back to Riva Marina. We apologize that the jacuzzi was not working during your visit. It was fixed within 24 hours and will be calling your name next trip! We also appreciate your feedback on the bathrooms. We are now working with a new cleaning service which will resolve the issues you mentioned. Looking forward to seeing you again soon!"
If you need assistance getting into your Marinas.com account to respond to reviews please reach out to us at firstname.lastname@example.org
- Leave a Review on Dockwa
- Add a Dockwa Reservation button to your Facebook Page
- How to post a Link to your Dockwa Marina Page?