ONLINE REVIEW RESPONSE PLAN

Created by ChecklistGuro (https://checklistguro.com)

--- REVIEW MONITORING & ALERTS ---
[ ] Frequency of Review Platform Checks (per day)
[ ] Primary Review Platforms to Monitor (Initial Focus) (Google Business Profile, TripAdvisor, Booking.com, Yelp, Facebook, Other (Specify in LONG_TEXT))
[ ] Specify 'Other' platforms (if selected above)
[ ] Alert Method(s) - Which methods will trigger an alert? (Email, SMS/Text Message, Slack/Team Chat, Dashboard Notification)
[ ] Review Types to Trigger Alerts (e.g., 1-star, 5-star) (1-Star Reviews, 2-Star Reviews, 3-Star Reviews, 4-Star Reviews, 5-Star Reviews, All Reviews)
[ ] Describe any existing review monitoring tools in use.

--- REVIEW PLATFORM PRIORITIZATION ---
[ ] Which review platforms are most impactful for your hospitality business? (Google Business Profile, TripAdvisor, Booking.com, Expedia, Yelp, Facebook Reviews, OpenTable, Other (Specify in LONG_TEXT))
[ ] If 'Other' was selected above, please specify the platform(s):
[ ] Estimate the percentage of total bookings/reservations originating from Google Business Profile:
[ ] Estimate the percentage of total bookings/reservations originating from TripAdvisor:
[ ] Estimate the percentage of total bookings/reservations originating from Booking.com:
[ ] Which platform receives the most reviews per week? (Google Business Profile, TripAdvisor, Booking.com, Other)
[ ] Briefly explain the reasoning behind your platform prioritization. What makes these platforms particularly important for your brand?

--- RESPONSE TEAM & ROLES ---
[ ] Primary Review Response Contact Name
[ ] Primary Contact Phone Number
[ ] Primary Contact Email Address
[ ] Primary Contact Role (General Manager, Front Desk Manager, Marketing Manager, Guest Relations Manager, Other)
[ ] Secondary Review Response Contact Name
[ ] Secondary Contact Phone Number
[ ] Secondary Contact Email Address
[ ] Secondary Contact Role (General Manager, Front Desk Manager, Marketing Manager, Guest Relations Manager, Other)
[ ] Platforms with Response Responsibility (Google Reviews, TripAdvisor, Booking.com, Yelp, Facebook, Other)

--- REVIEW RESPONSE GUIDELINES ---
[ ] Overall Tone of Voice Guidelines
[ ] Standard Greeting for Positive Reviews (Thank you for your kind words!, We're so glad you enjoyed your stay!, We appreciate you taking the time to share your experience.)
[ ] Standard Acknowledgment Phrase for Negative Reviews (We are truly sorry to hear about your experience., We appreciate you bringing this to our attention., We're disappointed to learn you werenâ€™t completely satisfied.)
[ ] Guidelines for Addressing Specific Complaints (e.g., cleanliness, noise, service)
[ ] Prohibited Phrases or Language (e.g., arguing, defensiveness, blaming) (Directly contradicting the reviewer's account, Using sarcasm or humor, Requesting the reviewer to remove the review)
[ ] Maximum Response Time (hours)
[ ] Handling Personal Information Requests (e.g., contact information for complaints) (Direct reviewer to contact form on website, Provide general contact email address)

--- RESPONSE TEMPLATES (POSITIVE REVIEWS) ---
[ ] Standard Thank You Template (General)
[ ] Template for Reviews Highlighting Specific Service (e.g., Breakfast, Cleanliness)
[ ] Template for Reviews Mentioning Staff by Name
[ ] Default Level of Enthusiasm (Selection) (Very Formal & Reserved, Professional & Friendly, Enthusiastic & Welcoming)
[ ] Emoji Usage (Scale 1-5)
[ ] Offer Inclusion (Selection) (Always, Sometimes (e.g. for specific promotions), Never)

--- RESPONSE TEMPLATES (NEGATIVE REVIEWS) ---
[ ] Template 1: Acknowledging & Apologizing (Minor Issue)
[ ] Template 1 Example: [Example text apologizing and acknowledging the issue]
[ ] Template 2: Acknowledging & Investigating (Serious Issue)
[ ] Template 2 Example: [Example text acknowledging, apologizing, and outlining investigation steps]
[ ] Desired Resolution Offer (Select One) (Refund, Discount on Future Stay, Upgrade on Next Visit, Gift Card, Direct Contact/Call Back)
[ ] Personalized Follow-up Notes (Optional)
[ ] Escalation Required? (Review Severity) (Yes - Immediate Escalation, No - Standard Response, Maybe - Manager Discretion)
[ ] Notes for Escalation (If Applicable)

--- ESCALATION PROCEDURES ---
[ ] Review Score Threshold for Manager Escalation
[ ] Review Type Requiring Manager Involvement (Legal Concerns, Privacy Violation, Safety Incident, Significant Financial Request, Repetitive Negative Reviews (same issue))
[ ] Detailed Description of Issue for Escalation
[ ] Reviewer Sentiment requiring Escalation (Extremely Negative, Aggressive or Threatening, Contain potentially false information)
[ ] Date of Review (if critical for context)
[ ] Suggested Actions for Manager (e.g., direct contact, refund, investigation)
[ ] Department to Notify (if applicable) (Operations, Maintenance, Food & Beverage, Housekeeping, Management)
[ ] Escalated To (Name/Title)

--- REVIEW RECOVERY STRATEGIES ---
[ ] Documented Process for Contacting Reviewer (If Appropriate)
[ ] Maximum Time to Initiate Contact (Hours)
[ ] Contact Method Preference (If Applicable) (Email, Phone Call, Direct Message (Platform))
[ ] Template for Outreach to Reviewer (Explanation of Discrepancy/Offer of Resolution)
[ ] Potential Resolution Options to Offer (Check all that apply) (Partial Refund, Complimentary Service, Upgrade on Next Stay/Visit, Explanation/Clarification of Situation, Other (Specify in Long Text))
[ ] Specify 'Other' Resolution Option (If Selected)
[ ] Internal Escalation Required? (For complex review situations) (Yes, No)
[ ] Date of Reviewer Contact (If Applicable)
[ ] Notes on Reviewer Contact and Outcome (Document all communication)

--- LEGAL & COMPLIANCE CONSIDERATIONS ---
[ ] Summary of Relevant Privacy Laws (e.g., GDPR, CCPA)
[ ] Are you familiar with the platform's Terms of Service regarding review responses? (Yes, No, Need to Review)
[ ] Outline the process for handling potentially defamatory reviews and seeking legal counsel.
[ ] Do responses adhere to truth-in-advertising guidelines? (Yes, No, Need to Review)
[ ] Describe procedures for handling reviews containing personal information (PII) of guests or staff.
[ ] Are responses checked for compliance with non-disparagement clauses in contracts (if applicable)? (Yes, No, Not Applicable)

--- TRAINING & EDUCATION ---
[ ] Review of Brand Voice & Tone Guidelines
[ ] Platforms Covered in Training (Select All That Apply) (Google Reviews, TripAdvisor, Booking.com, Yelp, Facebook Reviews, Other (Specify in LONG_TEXT))
[ ] Role-Playing Scenarios (Negative Review Response)
[ ] Number of Training Sessions Completed (per Team Member)
[ ] Preferred Training Format (Online Module, Live Workshop, Hybrid (Online & Workshop))
[ ] Last Training Completion Date (per Team Member)
[ ] Training Documentation (e.g., presentation slides)

--- REGULAR REVIEW & UPDATES ---
[ ] Last Plan Review Date
[ ] Frequency of Plan Review (Months)
[ ] Summary of Changes Made During Last Review
[ ] Areas of the Plan Reviewed (Review Monitoring Tools, Response Templates, Escalation Procedures, Legal Compliance, Team Training, Platform Guidelines (e.g., Google, TripAdvisor))
[ ] Notes and Recommendations for Future Updates
[ ] Overall Assessment of Plan Effectiveness (Scale of 1-5, 1=Needs Improvement, 5=Excellent) (1, 2, 3, 4, 5)
[ ] Next Scheduled Review Date

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