Help, I have received a bad review!

August 21, 2018 in Tips for owners

You are proud of your vehicle and do everything you can to ensure that the traveller has a nice trip, but not all travellers will agree and may leave you a bad online review. There are various reasons this could happen and in this blog you will find advice on how to avoid it and what to do if you receive a bad review.

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Transparency

Make sure that you are transparent about what you are offering travellers with your campervan or motorhome. Does your vehicle include towels and bed linen? Are smoking, festivals or pets allowed with your vehicle? Can you offer pickup from the airport or train station? Can the traveller park their car on your property for the duration of the trip? The clearer and more detailed you can be in your listing description and communication with the traveller, the less likely they are to be disappointed.

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Communication

Travellers like to be able to have quick and easy communication with you. Holidays can be stressful, especially if it is the first time a traveller has used the site. They therefore need reassurance that their concerns are being taken into account and that their holiday will be a success. Try to respond to a traveller's message as soon as possible. If you know you are going to be busy and will not be able to responf to a traveller within a few hours, it is important to let them know this beforehand. They will then know what to expect and be less frustrated by a slower answer.

Filling out the Goform

It is important that both you and the traveller take 10 minutes to go through the Goform before and after the journey to ensure that you are both on the same page when it comes to the condition of the vehicle and your expectations of the traveller. If you have a cleaning fee included in your price or if you charge one if the vehicle comes back dirty, then make sure that this is clear to the traveller. Remember that if there is any disputes relating to damage after the journey, we refer to the Goform in the first instance.

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What to do if you receive a bad review

Receiving a bad review can be extremely frustrating, especially when you feel that it is unjustified. It is important to remember that whether and how you respond to it can influence your future bookings. It is a good idea to contact the traveller to establish exactly why they have left you with a bad review. You could gain an understanding of how to avoid the same issues for future bookings and after speaking with you the traveller could decide to edit their review on the site.

You could also leave a comment on the traveller's review, but it is important to remain positive and professional, as the comment will be public and could influence future bookings. A conciliatory comment, explaining why any problems occurred, are the best way forward if you choose this approach.

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If a negative review mentions a cupboard door being broken or that there was a strange loud noise during the drive, then see it as free advice and useful feedback! It is not unusual for things to break and it is handy for you to know about the problems, so that you can fix them before your next booking. In your comment it is important to mention any repairs that have been completed and to thank the traveller for their feedback.