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How to manage negative online hotel reviews

April 17, 2008 | Hospitality Industry

At the ResortQuest Wakiki Beach Hotel, online traveler reviews matter, and the hotel's guest service manager makes the effort to address every guest who writes a comment on TripAdvisor.com. Some tips for handling positive and negative reviews.

As reported by Marketing Pilgrim, the ResortQuest Wakiki Beach Hotel might not be the most famous or luxurious hotel in Honolulu, but that doesn’t stop its “Guest Service Manager” from engaging every single guest that takes the time to leave a comment on TripAdvisor.com.

Some tips for handling positive and negative reviews include:

- If someone takes the time to leave a positive review–how much time does it really take for you to say thank you? Make it a daily/weekly part of your routine–it will take you less than an hour a week.

- Did you get an email praising your staff or complimenting you on your premises? Reply, thank them, and provide them a link to a place where they can share their comments online. A simple “Thank you for your kind comments, if you find yourself with a few spare minutes, we’d love it if you could share your feedback here” will do wonders for increasing the positive reviews of your business.

Get the full story at Marketing Pilgrim

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