In responding to any online hotel review, whether good or bad, always begin by thanking the reviewer for their comments. If the review is negative, apologize for any aspects of the guest experience they reported to be less than satisfactory, and then explain what the hotel will be doing to correct their issues. If the reviewer mentions any positive facets of their hotel stay, try to focus on those points while assuring them that their bad experience is outside what is normally found by guests at the hotel. Keep a dialog open, but steer the ongoing conversation offline by offering an email address and phone number.
Responses to all reviews must always be made in a timely fashion. Remain positive and maintain an upbeat tone throughout all replies to online hotel reviews. Taken with a proper attitude even negative reviews can provide hoteliers with valuable feedback, marketing intelligence, and the tools needed to make constructive changes to their properties where and when needed.
A correct response to a online hotel review can clearly illustrate to a unsatisfied guest that the hotel and its management truly care about their experience enough to make changes, gaining their hotel brand loyalty in the process. Responding, rather than ignoring hotel guest reviews can only result in increased revenue for any hotel, despite the efforts required.
Posted via OnFast - http://www.OnFast.com