Fuel Hotel Marketing Podcast: Episode 102 – How to Respond to Bad Hotel Reviews

by Stuart Butler

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.
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SHOW NOTES
STAT OF THE WEEK
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Here are some examples reviews with varying responses:

Here are some general guidelines that you should follow when writing a response to a negative review:

  1. Don’t take it personally
  2. Don’t make the guest feel unwanted
  3. Understand the guest and address their concerns
  4. Show empathy and be apologetic
  5. Show that their review made an impact

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In The Newsaroos:     

Marriott – Expedia Rate Negotiations Targeting 10%
https://www.phocuswire.com/marriott-expedia-commission-negotiations
New hotel booking platform offers cryptocurrency rebates for travelers
https://www.phocuswire.com/BTU-Hotel-blockchain-booking-platform?utm_source=eNL&utm_medium=email&utm_campaign=Daily
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