Introduction
Online reviews make or break campground bookings. Research shows that travelers check reviews before booking, and many won't consider properties below 4 stars. One negative review can undo months of happy guests who never thought to leave feedback.
The challenge? Happy guests often stay silent, while unhappy guests are motivated to share their experience. Without a proactive review strategy, your online reputation is shaped by your worst moments, not your best.
This guide covers how to generate more positive reviews, respond to feedback effectively, and build the online reputation your campground deserves.
Why Reviews Matter
The Numbers
- 87% of travelers read reviews before booking
- 72% won't book properties below 4 stars
- A one-star increase can raise revenue by 5-9%
- Most guests only review if actively asked
Where Reviews Live
Key platforms for campground visibility:
| Platform | Importance | Features | | ----------------------- | ---------- | ----------------------- | | Google Business | Critical | Shows in search, maps | | Facebook | High | Social proof, check-ins | | Yelp | Medium | General travel searches | | TripAdvisor | Medium | Travel-focused audience | | Campground directories | Medium | Niche-specific | | Hipcamp, Recreation.gov | Varies | If you list there |
Priority: Focus on Google Business first, then Facebook.
Getting More Reviews
The Fundamental Truth
Happy guests won't review unless you ask. Make asking systematic.
When to Ask
Best timing:
- During checkout (in-person)
- Same day as departure (email/text)
- 1-2 days after departure (follow-up)
Avoid:
- During complaints or problems
- Before they've experienced the stay
- Weeks after departure (memory fades)
How to Ask
In-person at checkout:
"We really hope you enjoyed your stay! If you get a chance, we'd love a review on Google—it really helps small businesses like ours."
Same-day email:
Subject: Thanks for staying with us!
Hi [Name],
We hope you had a wonderful time at [Campground]!
If you have a minute, we'd really appreciate a quick
review on Google. It helps other campers find us and
supports our small business.
[Leave a Review on Google] button
Safe travels, and we hope to see you again soon!
[Your Name]
[Campground Name]
Text message option:
Thanks for camping with us! We'd love a quick review
if you enjoyed your stay: [short link]
Making It Easy
Remove friction from the review process:
- Provide direct link to your review page
- Use short URLs or QR codes
- Link to the "write review" page, not just your profile
- Don't ask for reviews on multiple platforms (choice paralysis)
QR Code Strategy
Create a QR code linking to your Google review page:
- Print on checkout receipts
- Display at office exit
- Include in welcome packets
- Post in restrooms (captive audience!)
What Generates 5-Star Reviews
The Experience Itself
No marketing trick compensates for actual experience:
5-star experiences:
- Clean, well-maintained sites
- Friendly, helpful staff
- Smooth check-in process
- Problems resolved quickly
- Unexpected positive touches
Review killers:
- Cleanliness issues
- Rude or unhelpful staff
- Difficult booking/check-in
- Unresolved problems
- Unmet expectations
Memorable Touches
Small extras generate disproportionate goodwill:
- Welcome note or small gift at site
- Fresh-baked cookies at check-in
- Campfire starter kit included
- Free activities for kids
- Staff remembering returning guests' names
Responding to Reviews
Why Respond
Responding to all reviews:
- Shows you care about feedback
- Influences how other readers perceive you
- Improves search ranking
- Recovers relationships with unhappy guests
Responding to Positive Reviews
Keep it brief and personal:
Thank you so much, [Name]! We loved hosting you and
[specific detail from their review]. We hope to
see you again next summer!
- [Your Name], [Campground]
Responding to Negative Reviews
Steps for negative review response:
- Pause — Don't respond when emotional
- Thank — Acknowledge they took time to write
- Apologize — Even if not fully your fault
- Explain briefly — Without making excuses
- Offer resolution — Take conversation offline
- Stay professional — Others will read this
Example response:
Hi [Name],
Thank you for sharing your experience, and I'm truly
sorry we didn't meet your expectations. The [issue]
you experienced isn't the standard we set for ourselves.
I'd love the opportunity to discuss this further and
make it right. Please reach out directly to me at
[email] so we can talk.
We appreciate all feedback—it helps us improve.
[Your Name]
Owner, [Campground]
What Not to Do
- Argue or get defensive
- Deny responsibility entirely
- Attack the reviewer's credibility
- Ignore negative reviews
- Copy-paste identical responses
Handling Unfair Reviews
When Reviews Are Wrong
Sometimes reviews are unfair, exaggerated, or false.
Options:
- Respond professionally anyway — Readers will see your professionalism
- Flag for removal — Only works for policy violations
- Drown it out — Generate more positive reviews
Review removal criteria (most platforms):
- Spam or fake reviews
- Off-topic content
- Illegal content
- Conflict of interest
- Personal attacks
Usually NOT removable:
- Opinions you disagree with
- Subjective experience descriptions
- Low ratings without text
- Reviews you feel are exaggerated
Building a Review Buffer
More reviews = single negative has less impact.
Current: 10 reviews, 4.5 stars → one 1-star drops you to 4.18
Target: 50 reviews, 4.5 stars → one 1-star drops you to 4.41
Volume protects you from outliers.
Review Generation Systems
Automated Review Requests
Set up systematic requests:
- Guest checks out
- Same-day email/text with review request
- If no review in 3 days, send one follow-up
- Track which guests have reviewed
Staff Involvement
Empower staff to request reviews:
- Train on when and how to ask
- Celebrate new 5-star reviews with team
- Share positive reviews to boost morale
- Consider small bonuses for high review periods
Avoiding Fake Reviews
Never:
- Write reviews for yourself
- Pay for reviews
- Offer discounts in exchange for reviews
- Create fake accounts
These violate platform policies and can result in penalties or removal.
Monitoring Your Reviews
Set Up Alerts
Get notified when reviews appear:
- Google Business Profile notifications
- Email alerts from review platforms
- Third-party monitoring tools
Respond Quickly
Ideal response time:
- Negative reviews: Within 24-48 hours
- Positive reviews: Within a week
Quick responses show you're attentive.
Key Takeaways
- Ask systematically — Happy guests need prompting to review
- Make it easy — Direct links, QR codes, simple process
- Respond to everything — Both positive and negative reviews
- Stay professional — Negative review responses are public
- Build volume — More reviews buffer against outliers
Conclusion
Your online reputation should reflect the reality of your campground—but it won't without proactive effort. Happy guests need to be asked, unhappy guests need to be heard, and your responses need to show the professionalism that defines your operation.
Start today: send a review request to your last 10 checkout guests. Set up a systematic follow-up for all future departures. The reviews will come, and they'll compound into a reputation that drives bookings for years to come.
[LINK: growth/07-email-marketing-campground] Incorporate review requests into your email marketing strategy.
Keepr includes automated review request emails, helping you systematically build your online reputation after every stay. Grow your reviews at campreserv.com