1. Speak up. We would never ignore a guest ranting in our lobby, so why do so few negative reviews receive a response? (7%, according to TripAdvisor). It’s our chance to show the world we care, to thank the guest for feedback, to apologize and explain, and to clear up any misconceptions. On TripAdvisor reviewers can’t reply to hotel responses, so effectively we get the last word. Use it.
Read the full story at http://www.hotelmarketing.com/index.php/content/article/how_to_use_negative_reviews_to_effect_positive_change_in_your_hotel
