Advice on how and why you should respond to reviews

Advice on how and why you should respond to reviews

HomeViews was created to help people make informed decisions about their next move, and our platform is packed with useful reviews that do just that. But what about those who own or manage the property being talked about? Where do they fit in? Well, we believe in giving a voice to all, so we’ve rounded up our FAQs so you can respond to reviews about your development with confidence.

Once you’ve read these, check out TripAdvisor’s advice for the hospitality industry – there are lots of parallels with the property world.

1. Should I respond to reviews on our development?

In a word, yes! In a study, TripAdvisor found that representatives from properties who responded to reviews had 17%  more engagement, and were a massive 21% more likely to receive a booking enquiry than those who didn’t. Being responsive proves you care about your residents and prospective residents and value their feedback.

Review Trackers research from the hospitality industry shows that responding to reviews can directly relate to the score given to a hotel. Those who responded to 65% of their reviews received an average review rating of 4.15. As for those who didn’t, their average rating was just 3.81.

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2. Which reviews should I respond to?

It’s your call, but other industries believe in responding to all negative reviews, and most would stress responding to at least 50% of your total reviews. It’s good practice to make sure the 5 to 10 most recent reviews have a management response, too.

“Responding to reviews, particularly negative reviews, appears positively related to the consumer’s view of the hotel, as measured by increases in the TripAdvisor score.” – a quote from 2016 independent study, Cornell Hotel Performance Impact of Socially Engaging with Consumers

3. How should I respond to a negative review?

Be respectful, courteous and reply quickly. It’s often tempting to get into a long discussion, putting your side across but you still have someone who is or has been unhappy. Try and clarify any unanswered questions, always apologise and let the individual know what actions you’ll be taking. If someone is really upset, don’t be afraid to try and take the matter offline.

Remember, dealing with bad reviews head-on can have a positive impact on your brand reputation. It shows confidence and generates trust with consumers. In fact, a study by social commerce company, Reevoo, found that 68% of consumers trusted reviews more when they saw both good and bad scores.

4. How should I respond to a positive review?

Responding to positive reviews reinforces loyalty, and creates a dialogue and a connection with a resident who has already demonstrated brand advocacy. Never underestimate this! The most important thing about a response is that it’s authentic, so don’t copy and paste the same response to every post. If you’ve got a glowing review, then a simple thank you or letting the reviewer know you’ll share their feedback with the team is ideal.

5. What next? 

Use your learnings! Understanding feedback from your residents about their experience and expectations is paramount to knowing what works and what doesn’t for the business moving forward. Discuss reviews with your team, celebrate the positives and think about how any negatives can help you improve. Don’t forget to share your reviews and ratings on your website, along with any HomeViews awards you might have won. Transparency is key to building trust!

Get in touch! To claim your development and respond to reviews (and to find out how else HomeViews can help your business), contact us at

written by

Chloe McCallum

Social media and marketing specialist Chloe has developed an extensive knowle... Read all

Social media and marketing specialist... Read all