Are you one of those? Because that’s unacceptable.

One of those hotels whose owners/directors/managers respond to bad reviews by:

-       defending themselves,

-       sending annoying generic responses,

-       accusing a guest and proving them wrong.

This is UNACCEPTABLE. Even when you’re dealing with rude guest who might be lying.

You are representing the business, therefore they are not talking about you personally. Stay professional ESPECIALLY when it’s hard to do so.

Acknowledge their point of view and accept it as truth, then provide some perspective of yours which is NOT defending or negating their perspective in any way but leading to possible resolution.

You don’t have to offer personal contact or compensation in any way. Only if you feel their review was fair, reasonable and something really went wrong, do your best to correct it.

In a case of a positive review, DON’T MISS THE OPPORTUNITY to connect on a deeper level with a guest and build relation as a brand whose ambassador they are about to become.

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