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Best practices for responding to negative online hotel reviews

05/21/2010| 9:15:08 AM| 中文

As reviews become ubiquitous, playing an increasingly critical role in travel decisions, hoteliers can no longer afford to let complaints go unanswered. Here are more tips for responding to negative online reviews.

It appears that hotels are finally waking up to the importance of monitoring and responding to online reviews. TripAdvisor reports a 203% increase in hotel responses to negative reviews last year. Unfortunately, this equates to a mere 4% response rate. As reviews become ubiquitous, playing an increasingly critical role in travel decisions, hoteliers can no longer afford to let complaints go unanswered.

Read the full story at http://www.hotelmarketing.com/index.php/content/article/best_practices_for_responding_to_negative_online_hotel_reviews/
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