As a bar owner or B&B host on the Costa del Sol, you live and die by word‑of‑mouth. In 2025 that word-of‑mouth happens online. Holidaymakers and expats will check your Google Business Profile and TripAdvisor reviews long before they check your menu. In fact, a study for restaurants found that customers searching online are seven times more likely to read a restaurant’s Google Business Profile than its website, and 64% of consumers click one of the top three Google Maps results. If you ignore your reviews—or respond poorly—you’re gifting those clicks to your competitors.
Why Reviews Matter More Than Ever
The pandemic accelerated the shift to online research. People now expect to learn everything they need from a quick search on their phone. Over 60% of searches happen on mobile devices, and 72% of restaurants already have websites, so competition is fierce. When potential guests look for “best tapas bar in Málaga” or “B&B near the beach,” they see a shortlist of three businesses. Those spots are determined largely by your reputation and activity.
Reviews are a big part of Google’s ranking algorithm. Frequent, high‑rated reviews tell the algorithm you’re popular and reliable. They also influence human behaviour: 79% of consumers are more likely to buy after a positive online experience, and nearly half judge a business by its website design. Responding to reviews shows you care about feedback and builds trust. It also signals to Google that you’re an active, legitimate business, which can help nudge you into the top three spots.
How to Respond Like a Pro
Responding to reviews isn’t about defending yourself—it’s about customer service. Here’s how to do it well:
- Be prompt. Try to reply within a day. A quick response shows you’re on the ball.
- Be personal. Use the reviewer’s name if available and mention specific details from their experience.
- Say thank you. Even if the review is negative, start by thanking them for taking the time.
- Address issues calmly. Apologise for genuine problems and outline how you’ll improve. If the review seems unfair, invite them to discuss it privately rather than argue publicly.
- Invite them back. Encourage happy reviewers to visit again and unhappy ones to give you another chance.
Negative feedback is a chance to show future guests how you handle problems. A polite, professional response can turn a rant into a recommendation.
Turning Reviews Into Bookings
Reviews don’t exist in a vacuum. They support everything else you do online. Your website should be fast and mobile‑friendly; otherwise you risk losing the traffic your good reviews send you. More than half of mobile visitors abandon a site if it takes longer than three seconds to load. Make sure your site is attractive and easy to navigate, because people judge your credibility by how it looks.
You should also keep your Google Business Profile up to date. Add new photos, update your opening hours, and post about events or seasonal menus. Customers are seven times more likely to check that profile than your website. Regular posts show Google you’re active, which can help maintain your ranking.
Finally, ask for more reviews. Include a polite request in a follow‑up email or at checkout. The more recent reviews you have, the more trustworthy you appear.
A Final Word
Ignoring reviews is a luxury modern business owners can’t afford. On the Costa del Sol, where competition for tourists and expats is intense, your online reputation is your storefront. Responding thoughtfully to reviews builds trust, improves your visibility in Google Maps, and ultimately turns lookers into bookers.
Need help managing your online reputation and getting found by customers? Book a free discovery call. We’ll show you how to build a review strategy that works while you enjoy a café con leche by the sea.