Getting Your First Five Reviews
Per a Tripadvisor and Phocuswright study, a whopping 83 percent of travelers say that Tripadvisor reviews make them more confident in their travel decisions. More confidence means higher likelihood of booking. In fact, our internal user research found that reviews are the top decision-making factor. Furthermore, 80 percent of travelers read reviews because they “help them have a better trip,” and 68 percent read reviews specifically to “know about attractions” in the area. Maybe the most eye-opening figure of them all: 53 percent of travelers won’t commit to booking until they’ve read reviews. That’s more than half your potential customer base!
Providing excellent customer service to your guests is one great way to ensure you receive rave reviews. Check out this video from our friends at Be A Better Guide for tips on providing memorable customer service.
After your receive five or more traveler reviews on Viator, your product is likely to get more bookings and sales. Reviews also greatly help set new customers’ expectations.
Don’t Forget: Respond To Your Reviews!
The importance of having reviews can’t be overstated. But equally crucial is how Experience Hosts and tour/activity operators respond to reviews (these tips will help). In the same Phocuswright study mentioned above, 62 percent of travelers said that management’s responses to reviews make them more likely to book. Why? Because a response—even something as simple as, “We’re thrilled you had a good time!”—shows that you care about the traveler’s experience. And for a potential booker, it shows that you’ll also care about their experience.
In the (hopefully) rare instance you receive a negative review, don’t fret. Negative reviews give you a chance to learn about your travelers—what they want or are expecting out of your experience vs. what the received—and adapt your product accordingly. Furthermore, responding to a negative review gives you a chance to tell your side of the story, show other potential travelers that you care about correcting something that wasn’t perfect, and, in some cases, to add necessary context that the reviewer may have left out. No matter what, make sure you remain polite and professional. After all, your response is visible to all users browsing your listing.
1. How to Become a Tour Guide
2. Understanding Your Audience
3. Get Compliant
4. Setting Up Your Account
5. Sell Online to Travelers
6. Marketing Plan
7. Get Bookings & Reviews