January 13, 2019 · Stuart Butler
Fuel Hotel Marketing Podcast: Episode 102 – How to Respond to Bad Hotel Reviews
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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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
- 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:
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Submit your questions and topic ideas on Twitter to @_travelboom.