How to use negative feedback about travel to create positive influence
By creating a culture that embraces all types of feedback and empowering your staff with the tools and resources to act upon it, hotels can dramatically curtail the instances of negative feedback.
NB: This is a guest article by Kim van den Wijngaard, CEO and co-founder of Olery.
Nobody really likes receiving negative feedback. It stings, and as a hotel owner or manager, you immediately start kicking yourself for the missed opportunity when a guest leaves negative feedback about your hotel.
A recent report from PwC, Experience Radar 2012: Consumer Insights for the US Hospitality Industry, supports this. The key to surviving, however, is to embrace these negative comments for what they actually are – golden opportunities.