Responding to Online Reviews: A Guide for Hoteliers

Your guests are talking about their experience with your property on review sites and OTAs. Prospective guests look for these reviews at a critical stage in the booking process. It is essential for hoteliers to respond and interact with these guests for the following three reasons:

• Minimize the damage negative comments can do to your hotel’s reputation
• Recover service with unhappy guests
• Discover brand enthusiasts and turn them into promoters