In Royan, a campsite has started a new policy of replying to customer reviews
The owner of Camping les Pins has noticed that responding to reviews left on his establishment online had a positive effect on his business.
Camping les Pins in Royan has introduced a policy systematically asking for the opinions of customers who book online. At the end of their stay, an email is sent asking them to publish their views on a specialist site giving a review of the establishment.
The owner of the campsite checks these reviews regularly. “For online bookings, customers receive an email asking them to say if they are satisfied or not. The aim is to create a dialogue with people. During the summer we check it very regularly, about three times a week.”
He chooses to respond to customer reviews in a very personal way. This allows him to thank them, highlight the advantages of the campsite and rectify any problems, staying optimistic and constructive throughout: “We always respond to reviews, whether they are positive or negative. For a positive review we thank them and sometimes go into detail on points they have highlighted. For negative reviews we also thank them, in the sense that it’s better for people to tell us than not. We mustn’t take it as an aggression but more a way of improving. We try to respond to the frustrations of the customer with solutions.”
This review policy is rare for an establishment of this size, but is undoubtedly an asset both in terms of the relationship with regulars and in attracting new customers.
Camping les Pins
4 rue Fougères
17420 Saint-Palais-sur-Mer, Royan
05 46 23 30 83