Question

In: Operations Management

How will a hospitality and travel business respond to negative reviews through social media on sites...

How will a hospitality and travel business respond to negative reviews through social media on sites like Yelp! and Trip Advisor? Please choose two negative online reviews of a hospitality or tourism business service that you know well. First, formulate a strategy for responding to a negative review of that business if you believe the comment you have chosen is factually true, but negative. Next, reflect and create a response on a comment if you know the comment is factually incorrect and negative as well. What are the different strategies to responding to comments that are negative about service but in one case you know true and in another false?

Solutions

Expert Solution

Reasons for reviews through social media

In case of hospitality and travel business:

  • As a matter of fact there are number of guests that visit their property and all of them have different requirements and expectations, but may not all guests overlook those somple things.
  • We may not satisfy everyone but we have to try to satisy the most - regardless of reviews we get.
  • Some of the reasons for unhappy reviews we get is due to improper rooms and housekeeping, Maintenance issues, complaints about staff behaviour, billing errors and others.
  • Since responses are open to public they are deciding factor for the future bookers decisions.

Response to reviews - why it is needed:

  • The responses not only show our credibility, but also indicate our acceptance towards the feedback we get - as a token of gratitude.
  • Responding to the reviews shows that we are considering their discripancies and taking care of guests.
  • If we respond to the reviews we get registered in the minds of future guests.

Example of negative reviews:

  1. Long waiting for housekeeping, worst service, food is also not good as expected - factually true, but negative.
  2. Terrible Hotel, dont go there , bad beds and rude staff. Not at all guest friendly hotel - factually incorrect and incorrect as wee.

Strategy for responding to negative reviews:

  • Address the guests with their name and greet them.
  • Apologize for the inconvinience they had.
  • Mention about the steps we have taken or going to take to improve their inconvinience.
  • Ask them to visit our property once again to enjoy the improved services.

Different strategies for responding to comments:

  • Factually true but Negative - When you offer a solution to the problem, take those conversations into a private space. Contact them directly if you can, or ask them to email you.

  • Factually incorrect and negative - Our entire response should be drafted in a respectful tone. It should not sound rude to the guests.

  • Negative and we know it ture -  We addressed this straight away to our staff and escalated it to the management for immediate action; to ensure that this incident is not repeated again.

In conclusion:

Negative reviews are very sensitive, and responding to a negative review might pose as a whole new challenge.

Negative reviews not only show our property in a bad light, but also influence your future guests to not book with you. So let's focus on that first.

Please like the answer and Let us know.

keosha answered 3 months ago
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