The importance of Google reviews: How to respond to a negative review?

• 03.02.2025.
• News, Marketing, User experience

What’s the first thing people do when considering renting a boat for their vacation? They probably check reviews. Your potential guests want to read about others’ experiences before making a decision and choosing a charter company. But how can you encourage guests to leave a review, and how should you handle negative feedback? Discover how to leverage Google reviews to your advantage and turn them into a powerful tool for growing your business.

The vast majority of people will not book an accommodation, service or holiday destination without first doing their research - especially looking at reviews.   
The most famous and popular platform for reviews (reading them, but also leaving them) is Google.   
  
Positive reviews on Google can significantly increase the trust and visibility of your yacht charter business. This is why it is important to encourage guests to leave a review after their experience. However, you still need to know how to professionally and calmly respond to negative reviews and how to use them to your advantage. Yes, negative reviews are a great way to improve service. 
 

Why are Google reviews important for charter companies?  

Whether you like it or not, guests will share their experiences with your charter company.   
  
They can do this on platforms that are not under your control or that you may not even be aware of.    
That is why it is better to direct guests to leave their reviews on the Google profile of your yacht charter company. Google reviews will have the biggest impact on the visibility and reputation of your business.  
  
Google reviews bring a number of benefits:  
1. They increase confidence in your charter company  
Potential guests trust reviews from real people far more than paid PR articles or expert reviews. They perceive the experiences of other tourists as more credible and useful when making a decision about renting a boat.  
  
2. They provide free feedback  
Whether positive or negative, Google reviews provide direct insight into guest experiences and help identify areas of business that need improvement. Responding to comments in a timely manner can increase guest satisfaction and improve overall service. 
  
3. They increase online visibility  
Google favors companies with a higher number of reviews because it considers this a sign of active interaction with users. More reviews improve your charter company's ranking in search results, which means a better chance for potential guests to find you.  
 
4. They drive more visitors to your website  
Yacht charter companies with high ratings and a large number of reviews attract more clicks to their website. This increases the chances that potential guests will get to know your fleet and offer and make a booking decision.  
  
5. They serve as a powerful marketing tool  
Positive reviews can be used in promotion on the website, social networks and other marketing channels. Authentic guest recommendations are often more effective than classic advertising campaigns.  
  
By using Google reviews in the right way, your charter company can improve its reputation, increase visibility and attract more guests. Actively encouraging satisfied customers to leave reviews can bring significant benefits to the business in the long run. 
  

Why should you respond to Google reviews?  

If you encourage guests to leave reviews or regularly follow up with them to get feedback about your services, it's important to actively respond to them as well. It would be best to respond to all reviews, but at least to those that contain specific comments. If you are not doing this yet, we recommend that you start as soon as possible.  
  
Research shows that people trust companies that respond to reviews more than those that ignore them. Active communication with guests shows that you care about their experience and that you are continuously working to improve the service.  
  
When answering, keep in mind - your answers are publicly visible to everyone. So be clear, concise and professional.    

But how to specifically respond to reviews - whether they are positive or negative? 

 

How to respond to a positive Google review  

While it's not necessary to respond to every positive review, guests will be pleased to see that you appreciate their efforts and feedback.   

Thanks for the review additionally strengthens the relationship with the guests and encourages loyalty.  
When answering, keep a professional tone and avoid sales messages or advertising of additional services.   
  
Better to focus on a personalized response that reflects the content of the review. If a guest mentions a specific ship, route or crew members, mention them in your reply to show that you have read the comment carefully.  
  
When you don't have time for a detailed answer, you can use short and polite answers like:  

• "Thank you for your kind words, we look forward to meeting you again!"  
• "We are glad that you enjoyed yourself, we hope to host you again!"  
• "Your satisfaction is most important to us – thanks for sharing your experience!"  
• "We appreciate your trust and look forward to your next visit!"  

By actively responding to reviews, you show guests that their opinion is important to you, which positively affects the reputation of your charter company.

 

How to respond to a negative Google review?  

No one likes to receive criticism, but it is an inevitable part of doing business. A negative review on Google can cause discomfort, but it's important not to ignore it.   
A properly written answer can reduce its effect and even improve the perception of your business.  
  
Follow these guidelines when answering:   

1. You reply to one guest, but you write for everyone  

Your answer will not only be read by the dissatisfied guest, but also by all future clients researching your charter company. Instead of reacting defensively, offer a professional and constructive response that shows you value the feedback and are working to improve the service.  

2. React quickly  

It is best to resolve a negative review within 24 hours. A quick response can prevent further negative comments, reduce guest dissatisfaction and show potential clients that you care about your guests' experience.  

3. Be concise and specific  

Long answers can further emphasize a negative guest experience. Instead, stay clear and focused – acknowledge the problem (if there is one), express understanding and offer a solution if possible. 

4. Don't take criticism personally  

Yacht charter company owners often experience negative reviews emotionally, but it is important to remain professional. The answer should be calm, polite and without defensive or aggressive tones.  

5. Take responsibility if necessary  

If the guest is dissatisfied for a valid reason, acknowledge the mistake and indicate what steps you will take to improve the service. Honesty and a willingness to solve problems can often mitigate a negative impression.  

6. Don't get into arguments  

If a review contains unsubstantiated claims or an overly negative tone, avoid confrontation. A professional response can show other guests that you haven't ignored the problem, but don't get into unnecessary arguments.  
  
  
Negative reviews aren't necessarily a bad thing – they provide an opportunity to improve service and can show future guests that your company takes customer satisfaction seriously.   
Continue to encourage guests to share their experiences and be prepared to respond calmly and professionally, regardless of the content of the review. 

 
If you respond to Google reviews, you show your guests (and everyone else) that you are a serious and professional yacht charter company.  
You show your guests how much you care about their satisfaction.     
  
And although it would be ideal to always receive positive reactions, even the best ones occasionally run into a dissatisfied guest.    
Fortunately, such situations can also be used to your advantage and serve as a learning base.   

So continue (or start) encouraging guests to leave reviews and be ready to respond, no matter what the review ends up being.  
  

If you need help or have any questions regarding this topic, please feel free to contact us.

 
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