Managing Your Marketplace Reviews
Reviews are one of the most powerful tools for building trust and attracting new visitors. This guide covers everything you need to know about managing reviews effectively and building a stellar reputation in the Marketplace.
Why Reviews Matter
Reviews influence visitor decisions at every stage:
Discovery – Highly-rated listings appear more prominently
Consideration – Visitors compare reviews when choosing
Confidence – Positive reviews reduce booking anxiety
Trust – Reviews from real visitors carry significant weight
Research shows that most visitors read reviews before booking, and listings with reviews significantly outperform those without.
Understanding the Review System
Star Ratings
Visitors rate their experience from 1 to 5 stars:
⭐⭐⭐⭐⭐ Exceptional experience
⭐⭐⭐⭐ Great experience
⭐⭐⭐ Good experience
⭐⭐ Below expectations
⭐ Poor experience
Written Reviews
Alongside ratings, visitors can share detailed feedback about:
What they enjoyed
Highlights of their experience
Suggestions for improvement
Recommendations for future visitors
Review Visibility
Reviews appear on your listing and contribute to:
Your overall rating
Search ranking
Trust badge eligibility
Marketplace visibility
Viewing Your Reviews
Navigate to
/marketplaceAccess your listing management
Click on the "Reviews" tab
View all reviews with ratings, dates, and content
Encouraging Reviews
The Right Time to Ask
The best time to request a review is when the experience is fresh:
Immediately after checkout or departure
Following a tour or activity completion
When a visitor expresses satisfaction
In your thank-you communications
How to Ask Effectively
In Person:
"We're so glad you enjoyed your visit! If you have a moment, we'd really appreciate a review on our Marketplace listing. It helps other visitors discover us and means so much to our small team."
Via Email:
Subject: Thank you for visiting [Business Name]!
>
Dear [Name],
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Thank you for choosing to spend time with us—we hope you had a wonderful experience.
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If you enjoyed your visit, we'd be grateful if you could share your thoughts in a brief review. Your feedback helps other travellers discover our region and supports our small business.
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[Link to review page]
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Warm regards,
[Your name]
Making It Easy
Provide direct links to your review page
Include QR codes on receipts or cards
Send follow-up emails with clear instructions
Keep the process simple and quick
Responding to Reviews
Why Respond?
Shows you value visitor feedback
Demonstrates active engagement
Humanises your business
Influences future visitors reading reviews
Responding to Positive Reviews
Always acknowledge positive feedback:
Example:
Thank you so much for your lovely review, Jennifer! We're thrilled you enjoyed the sunset tour and that our guide made your experience special. The dolphins really did put on a show that evening! We'd love to welcome you back for our winter whale watching season. Until then, safe travels!
Tips:
Thank the reviewer by name
Reference specific details they mentioned
Share your own delight
Invite them to return
Responding to Critical Reviews
Negative reviews require careful handling:
Example:
Thank you for taking the time to share your feedback, Mark. We're genuinely sorry the wait time for your table wasn't what you expected. We experienced unexpected demand that evening, and we should have communicated better about the delay. We've since improved our booking system and wait time updates. We'd love the opportunity to provide you with the experience you deserved—please reach out directly and we'll make it right.
Tips:
Thank them for the feedback (sincerely)
Acknowledge their experience
Apologise where appropriate
Explain without making excuses
Offer to make it right
Take detailed discussions offline
What Not to Do
Don't get defensive
Don't argue or dismiss concerns
Don't make excuses
Don't ignore critical reviews
Don't respond when emotional
Don't reveal private information
Building Your Review Profile
Quality Over Quantity
A smaller number of thoughtful, detailed reviews often has more impact than many brief ratings.
Consistency Matters
Aim for a steady stream of reviews rather than sporadic bursts. This signals ongoing quality and active engagement.
Authenticity is Essential
Never:
Write fake reviews
Offer incentives for positive reviews
Ask friends or family to leave reviews
Edit or manipulate reviews
These practices violate community guidelines and damage trust.
Handling Unfair Reviews
If you believe a review violates guidelines:
Document your concerns
Navigate to the review in question
Click "Report Review"
Select the appropriate reason
Provide supporting details
Valid reasons for reporting include:
Review is not from a genuine visitor
Contains false or misleading information
Includes inappropriate content
Violates privacy
Is spam or promotional
Our team will review reports and take appropriate action.
Using Reviews to Improve
Reviews are valuable feedback:
Identify patterns – What do visitors consistently praise or critique?
Address issues – Use feedback to improve operations
Highlight strengths – Double down on what visitors love
Train your team – Share positive mentions and address concerns
Update your listing – Clarify information that causes confusion
Review Goals to Set
Consider tracking:
Number of reviews per month
Average rating trend
Response rate and time
Review-to-booking conversion
Improvement in specific areas
Reviews are an ongoing conversation with your visitors. Embrace them as a tool for growth, a source of pride, and a way to continuously enhance the experiences you provide.