4 responses to “Social Media Contingency Plans”

  1. Thank you for this article! Totally enjoyed reading this. We have built a social media presence and in the next 12 month are going to focus on increasing this presence and attracting new customers via social. Once of our concerns was what if people reacted negatively on social media. While these fears were real, I can say that most of our responses have been positive. Thanks for the tips on how to deal with the negative ones. I look forward to more posts!

  2. I agree with the growing power of social media – and the potentially positive impact for well-run businesses. However, as a hotelier, I have to disagree with this statement: “hoteliers do have the power to remove some negative comments if they appear on review sites and are clearly fake or violate the site’s rules. TripAdvisor, for example, allows hoteliers to petition the site to have fake or accidental reviews removed. For example, if you don’t have a pool and a review talks about an experience at the hotel pool, that review would likely be removed.”
    Unfortunately this is not true. In fact, after a fairly lengthy conversation with Trip Advisor’s marketing department (which followed my petition to have a negative review containing clearly and provably false information removed), I was told even if a review were proved false, the ONLY way Trip Advisor would remove it was if the business changed ownership. At that time the new owner was allowed to ask for a particularly negative or false review to be removed.
    Thus this makes Trip Advisor (unfortunately the largest social media site) a highly unreliable source. After all, using your example, someone can claim to have had a bad experience in the pool, and the non-pool owning business owner really does not have a recourse (short of responding to the untrue comment – at best a poor option).
    I used to think highly of Trip Advisor and other social media sites. This ‘reality check’ has changed my opinion. If slander and blatant lies are allowed on such sites, of what value are they to the public?

  3. Hotels reviews are good for ptenotial new guest and for Hotels to take notice of, either to improve or keep up their standards. But in order to be of benefit reviews must also be timely and have a shelf life. Reviews written about a stay four years previous will have little bearing on the current state of management of the hotel. Hotel standards can go up as well as down.Ideally I would expect reviews to be written within 3-months of a stay with a 3-year shelf life.

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