To respond to guest reviews

How does a response to a review appear on FlipKey and TripAdvisor?

How many reviews can each guest leave?

What do my guests see when they leave a review?

How to deal with negative reviews

Am I notified when a traveler leaves a review?

 

To respond to guest reviews

1. Log into your account at http://www.flipkey.com/users/login/.

2. Click on the ‘Guest Reviews’ link on the left side of your Dashboard page.

3. Click on the ‘Manage Reviews’ tab.

4. Click on the plus sign to view the full review.

5. You can choose to comment on a review by clicking the ‘Respond’ button.

 

Quick Tip! Keep in mind, your guest cannot reply to the comment that you post. You are also not able to edit your statement once it has been posted – so choose your words wisely! Commenting on a review is a great way to thank your guest for booking your home and leaving positive feedback. Alternatively, it is also an opportunity to clarify a negative comment.

 

How does a response to a review appear on FlipKey and TripAdvisor?

Your comment appears at the end of the review on both FlipKey and TripAdvisor and is denoted by a ‘Manager’s Response’ label. See an example of an owner’s response to a review below:

FlipKey:

 

TripAdvisor:

 

How many reviews can each guest leave?

A repeat guest can leave an additional review as early as 6 months after their previous stay. We know that many guests have a wonderful experience staying at your property and often become repeat renters. We make sure those guests have an opportunity to leave extra feedback.

 

What do my guests see when they leave a review?

Although FlipKey employs an open review system as well as a personalized review platform, all guests use the same format when posting a review.  When travelers’ clicks on the link to leave a review, they are directed to a screen similar to the one below:

Quick Tip! If you are using our personalized review invitation to collect reviews, you can send yourself a test review invitation directly from your FlipKey account. Here’s how:

• Log into your account at www.flipkey.com/users/login and click on the ‘Guest Reviews’ link on the left side of the page.

• Click on the ‘Collect Reviews’ tab and click on ‘Send Myself a Test E-Mail.’

 

• Input your email address and click on ‘Send Test E-Mail.’

 

• You will then receive an email minutes later. If you click on the link and leave a review, you will be directed to FlipKey’s home page. An actual invitation sent to the guest will link to the page on which they can directly submit a review.

How to deal with negative reviews

Receiving an unfavorable review is not necessarily a bad thing. The occasional unfavorable review provides owners with an opportunity to amend an adverse statement about their home and shows travelers that you are committed to maintaining a quality property. Travelers often respond favorably to listings with an occasional negative review as it can lend credibility to the overall ranking.

FlipKey provides management tools to allow owners to comment on critical reviews.  This response appears after the review and is denoted by a ‘Manager’s Response’ tag.  Providing a rebuttal is a great way to clarify the confusion about a negative guest review.

You face no permanent damage to your rankings or the integrity of your listing by having a negative review. And, as you continue to collect reviews, the more recent reviews will help camouflage your negative review as FlipKey displays reviews by the date they were added.

*In severe cases, you may protest a review.  To protest a review, an owner must identify and explain how a review has broken the terms and conditions of FlipKey’s service. Protesting a review can be done through your account under the reviews section. Under no circumstances will a review be removed due to a low rating.

Quick Tip! When responding to a negative review, keep your comments positive. Try not to criticize the guest who posted the review.  Any remotely negative remarks about a past guest who left an unfavorable review will deter travelers from inquiring about your home.

 

Am I notified when a traveler leaves a review?

We automatically notify owners and managers via email when a review score is low. Owners/managers also have the ability to set email preferences for reviews in their account to the following:

• Always notify me when a newly added guest review is published.
• Only notify me when the review score is low
• Only notify me when a traveler submits a photo with their review.

To set your email preferences when you receive a new review:

1.  Log into your account at www.flipkey.com/users/login. 

2.  Click on ‘Account’ located in the upper left side of your dashboard.

3.  Scroll down and click the ‘Edit Review Preferences’ button.

4.  You will automatically get an email when a low review is published. To change your setting, simply select  your email preference and then hit ‘Save.'