Guest experience and reviews for tour operators

1. 1

   Prevent problems

   Clear messages before the tour, a meeting point nobody misses, and guides who look after every guest: see Guest experience.

2. 2

   Put problems right the same day

   Listen, say sorry, fix it on the spot, and meet the guest in person if you can: see When things go wrong.

3. 3

   Ask for a review at the end of a good tour

   Once any problem is solved: in person, and with a card of QR codes and your links for direct guests. See Get more reviews.

4. 4

   Answer every review

   Thank good ones by name. To a bad one, say sorry and what you changed: see Answer every review.

5. 5

   Fix the most common complaint each month

   Sort low ratings by cause, such as the pickup, the meeting point, the guide or the pace, and fix the top one. Then the loop starts again.

Tick these off once a week, in about 15 minutes:

1. 1
   New reviews read on every site

   Google, Tripadvisor and each booking site that sells your tours, with their e-mail alerts on.

2. 2
   A reply to every new review
3. 3
   Every unhappy guest contacted

   Whether they wrote a review or not.

4. 4
   Each site's rating checked

   A sudden drop after a change, such as a new route or guide, needs a look now.

5. 5
   Fake reviews and threats reported

   To the site. Never pay anyone to remove a review.

Low ratings reach you privately first, under Reviews to handle on your dashboard, so you can contact the guest before anything else. See Reviews, and Customer relations for the e-mails TourTask sends your guests.