In this episode, we take a look at the good, the bad, and the ugly in terms of how hotels are responding to their online reviews. We discuss best practices and give advice on how to avoid the pitfalls by leaving emotion out of it and by considering that you’re not just responding to the single individual, but to every potential future guest.
If you like what you hear, please leave a comment below, share it with your friends, and also leave a review.
STAT OF THE WEEK
None this week
Here are some examples reviews with varying responses:
- Stamford Plaza Brisbane
- Hilton Garden Inn Myrtle Beach/Coastal Grand Mall
- Clayton Hotel Silver Springs
- Hotel Doolin
- Grand Hotel Paradiso
- The Hickok House Hotel
Here are some general guidelines that you should follow when writing a response to a negative review:
- Don’t take it personally
- Don’t make the guest feel unwanted
- Understand the guest and address their concerns
- Show empathy and be apologetic
- Show that their review made an impact
In The Newsaroos:
Marriott – Expedia Rate Negotiations Targeting 10%
New hotel booking platform offers cryptocurrency rebates for travelers
Submit your questions and topic ideas on Twitter to @fueltravel.