Help, I Have Received a Bad Review! What's Next?

January 2, 2024 in About Hiring Out and Tips for hiring out

You are proud of your vehicle and do everything you can to ensure that the traveller has a nice trip. Unfortunately, not all travellers might agree and may leave you a bad review upon return. Don't worry, it isn't the end of the world! In this blog, you will find advice on what to do if you receive a bad review and on how to avoid getting bad reviews altogether.

Be as transparent as possible

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? Is smoking, going to festivals or travelling with pets allowed in 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.

Communication is key

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 is hiring a motorhome on our platform. Sometimes, they might need a little 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 won't be able to respond to a traveller within a few hours, it is important to let them know this beforehand. A little message that explains your ability to answer questions goes a long way. Not only will your hirers know what to expect, but they will also be way less frustrated when it takes you a little longer to answer their questions.

The importance of the GoForm

It is important that both you and the traveller take 10 minutes to go through the Goform before and after the trip to ensure that you are both, quite literally, on the same page. Make sure pre-existing damages to the vehicle, the drop-off time and any additional agreements are clearly recorded. 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 are any disputes relating to damage after the journey, we refer to the Goform in the first instance.

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. This way you can gain an understanding of how to avoid the same issues for future bookings. Furthermore, after speaking with you the traveller could decide to edit their review on the site.

You can also leave a comment on the traveller's review. When doing so it's 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, is the best way forward if you choose this approach.

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.