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 weren’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 --- END OF TEMPLATE --- Transform this text into a digital, automated, and trackable mobile app! 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