HomeAway Confidential© 2009 HomeAway. All rights reserved. The Art of Getting Positive Reviews...
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Transcript of HomeAway Confidential© 2009 HomeAway. All rights reserved. The Art of Getting Positive Reviews...
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
Antonio BortolottiFounder, Vacation Rentals Secrets – Fully Booked Formulawww.VacationRentalSecrets.com
Antonio Bortolotti
HomeAway Confidential© 2009 HomeAway. All rights reserved.
“One Of The Best 20 Holiday Villas In The Mediterranean” (The Observer)
Antonio Bortolotti
HomeAway Confidential© 2009 HomeAway. All rights reserved.
“One Of The Best 20 Holiday Villas In The Mediterranean” (The Observer)
HomeAway.co.uk Properties #83765, #83767, # 418314
Antonio Bortolotti David Prescod
HomeAway Confidential© 2009 HomeAway. All rights reserved.
www.VacationRentalSecrets.com
The Art Of Getting Positive Reviews
REVIEWS
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art Of Getting Positive Reviews
WHY Reviews Are Fundamental
HOW To Get Lots Of 5 Star Reviews
HOW To Deal With Reviews Effectively and Handle Negativity
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art Of Getting Positive Reviews
WHY Are Reviews Fundamental?
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art Of Getting Positive Reviews
WHY Are Reviews Fundamental?
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art Of Getting Positive Reviews
WHY Are Reviews Fundamental?
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art Of Getting Positive Reviews
WHY Are Reviews Fundamental?
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art Of Getting Positive Reviews
WHY Are Reviews Fundamental?
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art Of Getting Positive Reviews
WHY Are Reviews Fundamental?
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art Of Getting Positive Reviews
WHY Are Reviews Fundamental?
Because They Give Lots Of Third Party Valuable Information To
Prospective Guests
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art Of Getting Positive Reviews
KEYWORDS
RELIABILITY
TRUSTWORTHINESS
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art Of Getting Positive Reviews
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
REVIEWS
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art Of Getting Positive Reviews
REVIEWS
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
Prospective Guests Trust Reviews Because:
– they can analyse each comment and owner’s response accurately and relate them to their common sense
– they feel closer to the average consumer than to a third party organization
– the increasing number of reviews related to the same property makes it for more voices to speak in the same direction (Credibility/Reliability)
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
Prospective Guests Trust Reviews Because:
– Feedback from past guests may or may not be followed by an owner’s reply, which may reveal interesting details and information about who a potential customer may be dealing with.
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
REVIEWS
– Remove/Lower Barriers– Give Trusted Evidence Of What To
Expect – Build Up Credibility And Reputation– Facilitate Enquiries– “Social Proof” + Increase Ranking
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
How To Get Lots Of 5 StarGenuine Reviews
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
100+ REVIEWS
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews #1 - Thank You Message
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
Main Goals of Thank You Message:
•Collect Feedback ASAP
•Highlight Weaknesses
•Allow a Certain Degree of ‘Control’ Over Reviews
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
# 2 - Read Reply Carefully
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
Read Carefully
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
Pull Your Standard Review Request
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
Read Carefully
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
Pull Your Standard Review Request
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
HomeAway Confidential© 2009 HomeAway. All rights reserved.
It’sThat
Simple!
The Art of Getting Positive Reviews
How To Deal With Reviews Effectively
and Handle Negativity
7 Quick Tips
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
#1 - Ask For Feedback ASAP (Privately)
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
#2 - Always Respond
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
#3 - Address Future Renters
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
#4 – Address Specific Complaints and Issues Already Fixed
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
#4 – Address Specific Complaints and Issues Already Fixed
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
#4 – Address Specific Complaints and Issues Already Fixed
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
#5 - Show Responsiveness/ProfessionalismNot Temper!
(sample reviews taken random from HomeAway.co.uk)HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
#5 - Show Responsiveness/Professionalism
Not Temper!
“Thank you for giving us feedback on Villa P. We sincerely apologize for the inconvenience caused to your party, as it’s been the first time we had unhappy guests in over 7 years.While we’ve immediately addressed the issues you raised to minimize the impact on your holiday by offering to solve the problem, which we were honestly not aware of until you ran into it, we sadly accepted your understandable decision to spend your holiday in a different place.The criticality was luckily confined to just a small room in the entire villa, which is actually not subterranean, in fact it has just two earth sided walls, which were the ones affected by the problem. Everything has been promptly solved and re-established to its fine standards, as the new, updated photos online can clearly show. So once again, we apologize for the inconvenience, reassure that Villa P is suitable for every guest, including ashmatics and would like to extend an invitation to be our guest for free, if you ever decide to come back to our beautiful area.”
(sample reviews taken random from HomeAway.co.uk)HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
#6- Listen Carefully To Improve
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
#7 – Ask Reviews As Often As Possible(Recency Matters)
HomeAway Confidential© 2009 HomeAway. All rights reserved.
The Art of Getting Positive Reviews
Questions?
HomeAway Confidential© 2009 HomeAway. All rights reserved.
THE ART OF GETTING REVIEWS
THANK YOU!
HomeAway Confidential© 2009 HomeAway. All rights reserved.
www.VacationRentalSecrets.com