Vacation Rental Guest Reviews - FlipKey Negative Review Alerts
May 12th, 2008 by Jeremiah Gall jeremiah@flipkey.comFlipKey is focused on helping vacation rental managers collect and manage guest reviews and is constantly developing new tools to help maximize the value of this powerful social asset. Today, we are happy to announce the launch of FlipKey Alerts.
What are FlipKey Alerts?
Research shows 81% of vacation rental reviews are positive, 16% neutral and only 3% are of a negative nature.
The fact is, consumers love the vacation rental product; however, there will always be a few voices you simply can’t satisfy. In some situations these negative reviews are justified, but in most cases the second side to the story gives a more accurate picture.
With the Response feature, FlipKey allows managers to respond to all reviews and provide context or more information (such as maintenance improvements) to a guest review. Now with FlipKey Alerts, FlipKey sends an alert message as soon as a negative review is submitted to help managers efficiently respond to negative reviews.
Benefits of FlipKey Alerts:
- Immediate email notification of negative reviews
- Direct link to the FlipKey Response tool to allow managers to post a public response to provide more context to the guest’s opinion
- FlipKey customer service outreach within 48 hours if the review has not been responded to
Early Example of a manager response to negative review alert:
Ladybug Cabin - Carolina Mornings (Click to view)
Scrolling to the bottom of the page, we see the first review is not positive. However, the manager’s response highlights Carolina Mornings commitment to quality, responsiveness to guest feedback and counter opinion. Suddenly, when put into context this first review does not seem particularly negative and provides credibility to the four subsequent positive reviews.
If you are an existing FlipKey user or are considering using FlipKey and you have any questions regarding FlipKey Alerts, feel free to call us at 877-FLIPKEY.
May 15th, 2008 at 4:18 pm
Thanks Flip Key for helping vacation rental managers have the tools to continue to improve our level of service to rental guest.
Brian Brannigan
Florida Spirit Vacation Homes
May 16th, 2008 at 5:32 pm
Great research and tools from FlipKey again. Well done.
The research (appears) to reflect the old sang, “Angry customers don’t complain, they just don’t come back”.
June 10th, 2008 at 12:40 pm
[...] all participants been asked to leave a review, 81% would have recommended the unit, 16% were neutral and only 3% expressed a negative [...]
July 10th, 2008 at 1:38 pm
[...] Review Alerts: Although FlipKey offers automated review alerts when a low rated review is submitted, users have informed us that they also want to be alerted of [...]
August 13th, 2008 at 9:14 am
[...] have previously highlighted survey based research which illustrated the exceptionally positive opinions consumers have with regard to their vacation rental experience. We recently tested these findings against some real data. Specifically, we randomly selected [...]