Your hotel is hit with a viral negative online review. How can you navigate the media storm?

Immediate Acknowledgment: Quickly acknowledge the issue publicly without being defensive. Apologize and express your commitment to resolving the matter. Internal Review: Investigate the complaint thoroughly to understand the root cause. Personal Follow-Up: Reach out to the affected guest privately to address their concerns and offer a resolution. Transparent Communication: Keep the public informed about the steps being taken to rectify the situation. Learn and Improve: Use this experience to improve your services and prevent future incidents.

You definitely can’t sweep it under the rug. It’s not even an option, you can’t ignore it and you can’t hide or delete it. In my own experience about a guest that once thought if you delete a negative post and how they could react. If the guest who left the negative comment even thinks they got a whiff of a possibility the brand may be trying to cover up their complaints, it just makes them angry and determined. Always try to figure out the grievance of the incidence along with the gravity of it's affect on your brand. Once you analyze everything, a measured approach can help you draft a responsive, thoughtful and effective message to ensure not to stretch the matter highly.

In hospitality, the impact of a negative review can vary widely. At Marriott, we emphasize the importance of first assessing the reach and sentiment of the review. Is it an isolated incident or part of a larger trend? This assessment guides our response strategy. By gauging public reaction, we determine the urgency and tone needed to address the issue. A measured, thoughtful response ensures we address concerns effectively without escalating the situation, protecting our brand reputation while showing genuine care for our guests.

Great engagement! Fix issues without being rude. I investigated the issue and handled it quick and efficient problem solving. Know my clients on first name basis.

If one guest has left a negative review about something,?write them a public response, and then contact them personally too. Give them a call or write them an email – the more effort you put into resolving complaints, the less negative online word-of-mouth you will be left with.

Responding to a negative review requires both care and strategy. At Marriott, we emphasize acknowledging the guest's experience and expressing empathy, without prematurely admitting fault. Our approach is professional yet compassionate, demonstrating our commitment to guest satisfaction. The response should not only address the concern but also assure the reviewer and public that the issue is being taken seriously. Our General Manager often takes the lead in crafting these responses, ensuring they reflect our brand's dedication to resolving issues and maintaining the highest standards of service. This leadership approach shows that we value feedback and are proactive in enhancing our guest experience.

As a hotelier, it's crucial to address guest feedback with care and professionalism. Responding to negative reviews with empathy and solutions showcases our commitment to customer satisfaction. We take all feedback seriously and are dedicated to resolving any issues promptly. Our public responses reflect our unwavering dedication to ensuring a positive guest experience

Estamos lamentando profundamente pela experiencia negativa e iremos tomar todas as providencias para melhoria. Seu feedback foi fundamental, e ao identificarmos as falhas e suas corre??es, certamente comunicaremos sobre a solu??o implemetada.

At Marriott, with our 32 distinct brands, maintaining the highest standards across all properties is paramount. Conducting an internal review after a negative review is essential to uphold these standards. We meticulously verify the claims by speaking with on-duty staff, reviewing relevant records, and checking surveillance footage if available. This process is not about assigning blame but about gathering facts and understanding the situation from all perspectives. It ensures that our public responses are grounded in truth and that any corrective actions we promise are informed and actionable, reinforcing our commitment to excellence across every Marriott brand.

Speak with staff members and conduct an internal inquiry to verify the claims made in the negative review. Understanding what happened from your team's perspective is crucial for addressing the issue accurately and preventing future occurrences. This step is about gathering facts and learning from the incident. It ensures that your public statements are grounded in truth and that any changes you promise are informed and actionable. Who were on duty and check any relevant records or surveillance footage if available.

If there is a definite truth in the review , get the entire Head of departments on an emergency mode and review the reason , post that rectify and come up with a necessary solution.There would have to be accountability and action to be taken. Also a definite written action plan formulated to avoid further complaints of the same nature

La revisión interna, a mi parecer, debe hacerse de forma previa a la respuesta que se hará de la rese?a negativa, por lo cual es imperativo actuar con mucha velocidad para identificar la causa antes de responder (diagnóstico antes de acción en la medida de lo posible), porque por muy rápida y amable que suene la disculpa se notará que la misma es genérica y no buscará una verdadera recuperación de servicio.

Etapas a realizar objetivamente na Revis?o Interna. 1. Relacionar os depoimentos da equipe, 2. Verificar logs e cameras, 3. Listar inconsistencias, 4. A??es corretivas e preventivas. A materializa??o nos mostra o problema, a análise nos permite criar as solu??es, e a previsibilidade é a forma como conter novo risco, contingenciando-o e documentando-o com riqueza de detalhes.

In my experience public engagement on any guest review, viral or not, can showcase a company’s commitment to the continuous pursuit of elevating the guest experience. When engaging publicly about a viral (or any) online guest review, it’s extremely important to not only keep the engagement positive but also focused on how this opportunity has lead to change. Be open, honest, and transparent about what changes are being made and how they positively impact every guest experience. Leadership should always take ownership in engaging with negative reviews and not just pass it on. When a guest has a negative experience, that is a direct reflection on who is in leadership. To elevate the guest experience, we must elevate our staff!

Da mesma forma que bombeiros usam o fogo para combater o fogo em algumas situa??es, no ambito corporativo também. Creio que na materializa??o do fato, est?o presentes os canais onde tais informa??es negativas foram propagadas. Ao termos a solu??o implantada, cria-se um resumo da supera??o da empresa a esse incidente, e propaga nas mesmas redes, aproveitando do mesmo canal de propaga??o de informa??es.

The feedback needs to be firstly read by accountable staff which fits in the required job role of evaluating the feedback and then passed on through procedure to the concerned department and accordingly the guest needs to be contacted and a solution sorted.

The feedback need to be thoroughly reviewed by management Firstly investigations should done need to find where we gone wrong what make this negative feed back.If you find responsible person we should not punished instead we should coached them. Then they should hold meeting with their staff to discuss what went wrong why this type of review had come. What we need to do to avoid this kind of feedback. We should contact the concerned person and provide assurance of good service in near future. At the end of the day human can do mistake which can cause this type of negativity but we also learn from our mistake. No body is perfect but we can try to be perfect.

Toda situa??o atípica, como incidentes, trazem certa ansiosidade e tens?o, puxando nosso raciocínio para buscar uma sulu??o. Se nesse momento, soubermos aplicar a calma, os conceitos e métodos corretos, esse incidente passa a ser controlado. Monitorar o feedback na execu??o da solu??o, e após, trás a marca hoteleira um público consumidor com sensa??o de empresa que abriga o compromisso com a eficácia, preocupados com o bem estar de seus clientes. E com um histórico documentado para futuras consultas se necessário.

Remember sometimes negative reviews can add value to both your online reputation and your guest intelligence strategy. A negative review provides authenticity to your guest experience. Guests would be concerned and unlikely to book any hotel that only received 100% positive reviews, we all know that is impossible. Negative reviews provides great insights into the areas of your operations and guest experience that need improvements. Finally, via your management response it allows you set the record straight and turn a negative into a positive with how you deal with the complaint.

Hopefully I will never be in the situation. Yes, social media is the most powerful media either to create or resolve any level of situation. The word "viral" Has recently been a trendsetter and remarkable keyword to gain social attention. When one gets viral any movement will easily trigger the audience's attention. We may use this momentum to clarify what happened and what has been done. Clarification will create spaces for discussion. There we can rebuild people's trust by providing reliable information and facts

Covering points 1 to 6: Firstly do not be defensive. it's crucial to respond promptly, empathetically, and professionally. Start by acknowledging the issue and expressing genuine concern for the guest's experience. Offer a sincere apology and provide a platform for further communication. Address the specific concerns raised and outline steps taken to rectify the situation. Engage with the guest privately to resolve the issue and demonstrate your commitment to customer satisfaction. Proactively engage with other online platforms and share positive guest experiences to counterbalance the negative review. Implement measures to prevent similar incidents and continuously monitor and respond to online feedback.