It's always good instead of seeking who's fault it is , to view this collectively and understand what when wrong as a team that day. Always mention these sort of incidents in a briefing and explain to your staff how the mistake could be avoided or if not avoided, how it could be fixed in a way that you turn a negative experience into a positive one for your guest.

Guide and do with them as follows: 1. Read the negative review carefully 2. Check details then can define whether correct or not 3. If correct should thanks to that then talk with Team to improve - If not correct should find the way to response in appropriate way to show that not the characteristic level of hotel standard then offer Guest comeback to experience again. Should never accept the untrue things because other Guest they do not know the truth if you do not talk. Guest not always wright.

Negative online reviews can sting, but they're also a chance to learn and grow! ?? We empower our staff to turn those frowns upside down with empathy, professionalism, and a genuine desire to make things right. After all, a negative review is often just a request for a better experience in disguise. ??

Negative reviews can be challenging, but they also offer opportunities for growth. I’d start by addressing the reviews constructively—acknowledging the feedback publicly with empathy and offering solutions to demonstrate accountability. Internally, I’d encourage staff to view criticism as a chance to improve, reinforcing a culture of professionalism and positivity. Providing training on handling difficult situations with grace and empowering employees to resolve issues can make a huge difference. Ultimately, turning criticism into actionable insights fosters trust and resilience in the team.