NB: This is a guest article by Margaret Ady, director of marketing at TrustYou.
Responding to online reviews from guests is crucial. It makes them feel heard, and it is one of the best ways to improve customer satisfaction and guest loyalty post-stay.
Seeing management responses also improves perceptions of a hotel and impacts purchasing decisions of future guests.
Read full story at: http://www.tnooz.com/2012/08/31/how-to/to-increase-scores-and-bookings-hotels-must-respond-to-guest-reviews/
