My friend @Jenny2229 recently sent out the following tweet,
“How to respond to online hotel reviews, good and bad ones. http://bit.ly/93ZvKj Monitor what guests are saying, and interact.”
The link eventually takes you to the blog for MileStone Internet Marketing, Inc and a post on this topic.
The article itself addresses responding to guests comments, but I think there’s something important that wasn’t touched on in the article.
Listening
These days, if someone has a bad experience it’s highly likely that they’ll whip out their phone and share the information. In my opinion, that’s when the hotel needs to put their “go above and beyond” hat on.
By listening (online) and learning that a customer has had a bad experience, hotels could try to improve the customer’s experience before their stay has come to an end. In doing so the hotel might not just have the chance to save a relationship with a customer, but also avoid a negative review that will be published and available for anyone to see.
We all screw up, but it’s how you handle the situation that makes all the difference.
