Reviews on websites are more and more popular.
Hoteliers should now take into account this phenomenon very seriously.
As Hotel manager, we need to know exactly what people thaught and think about our service.
The article highlights how to take advantage with a negative review.
Today 7% of hoteliers only give a response to a negative comment on the web.
To me each negative review is a chance to improve our service.
As you could see during your past experiences, if a guest was complaining about a problem that he encountered, and if you managed to repare the problem, did the guest weren't more satisfied?
Indeed, a problem taken into account can give the best publicity to our Hotel.
We know that clients are sensitive to any resolution problem. And this action will be relayed to other customers.
To me it's the opportunity to keep our clientele and to win a new one...
I have personally experienced a bad answer to a complain I've made in a restaurant. The manager's reaction was very rude and glib. I won't never go again in that restaurant, and I still think that they don't deserve a good word-of-mouth!
RépondreSupprimerThat says how important it is for a customer to feel that the company has AT LEAST heard, and took into account what he or she had to say.