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Last updated on 2024年8月12日

Your hotel's cleanliness is under scrutiny. How do you address a negative online review?

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Discovering a negative review about your hotel's cleanliness can be a daunting moment. It's crucial to remember that how you respond to such feedback can significantly impact your establishment's reputation. In the hospitality industry, addressing concerns with transparency and a commitment to improvement is key. You must ensure that your response to a negative review is not only swift and professional but also reflects an understanding of the guest's experience and outlines tangible steps for resolution. Keep in mind that potential guests often peruse reviews to gauge the quality of a hotel, so your approach to handling criticism is as important as the cleanliness standards themselves.

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Adam Zembruski

Hotels | Founder at Hospiamo and Hi3 | Owner & Certified Hotel Asset Mgr | GM Coach & COO Duties | Full, Luxury…

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1 Acknowledge Promptly

When a negative review surfaces, time is of the essence. Your first step is to promptly acknowledge the feedback. This shows that you are attentive and care about your guests' experiences. Craft a response that is personal, thanking the reviewer for their input while expressing regret that their stay did not meet expectations. Avoid generic replies; they can come off as insincere. By responding quickly, you demonstrate commitment to service excellence and willingness to listen, which can mitigate the impact of the review on prospective guests.

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Simone Puorto

NEW BOOK OUT NOW! bit.ly/watglitch ~ Cryptoterrestrial ??. Published Author. Keynote Speaker. MBA lecturer. Founder @ Rebyū and Travel Singularity. Advisor @ RobosizeME, Sleap.io, GAIN, BWG, Vision NFT, and KIRE
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To address a negative online review about your hotel's cleanliness, respond promptly and professionally. Begin by thanking the guest for their feedback, acknowledging their concerns, and sincerely apologizing for the inconvenience. Assure them that cleanliness is a top priority and outline the steps you're taking to address the issue, such as enhanced cleaning protocols or staff retraining. Offer to discuss the matter privately to resolve any lingering concerns. This approach shows your commitment to improvement and reassures both the reviewer and potential guests.

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2 Personalize Response

Personalization is key in your reply. Reference specific issues the guest mentioned to show that you've read their concerns thoroughly. This approach conveys respect for their experience and signals that you're not just offering a blanket response. It's also important to avoid defensive language; instead, maintain a tone of understanding and empathy. By personalizing your response, you reassure the guest—and potential future guests—that their feedback is valuable and taken seriously.

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3 Offer Solutions

After acknowledging the issue, it's essential to offer solutions. Outline the steps your hotel is taking to address the cleanliness concerns raised. Whether it's retraining housekeeping staff or implementing new cleaning protocols, make it clear that you are taking proactive measures. This demonstrates a commitment to continuous improvement and can help restore confidence in your hotel's standards. Remember, potential guests reading your response will be reassured by your proactive stance on rectifying issues.

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Bellnick Rego

Experienced Hospitality Professional | Barista & Bartending Expert | Passionate About Guest Satisfaction | Wine Enthusiast
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- Acknowledge the review and the guest's concerns about cleanliness. - Apologise for the experience and assure them that their feedback is taken seriously. - Outline the specific actions being taken to address and resolve cleanliness issues. - Offer a tangible solution or compensation, such as a discount or free stay, to regain their trust. - Follow up to ensure the issue is resolved and invite them to return for a better experience.

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4 Follow Up Privately

While it's vital to respond publicly to negative reviews, following up privately can be just as important. Offer to continue the conversation in a more personal setting, such as through direct messaging or a phone call. This shows a dedication to resolving the issue and provides an opportunity to turn a dissatisfied guest into a satisfied one. A private follow-up allows for more detailed discussion and demonstrates that you're willing to go the extra mile to ensure guest satisfaction.

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5 Showcase Improvements

Don't just make promises—showcase the improvements you've made in response to feedback. If you've enhanced cleaning procedures or made updates to your facilities, let your guests know in your responses to reviews. This not only addresses the concerns of the reviewer but also serves as a public record of your commitment to excellence. Sharing specific improvements can turn a negative review into a positive marketing opportunity by highlighting your hotel's dedication to guest satisfaction.

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Bellnick Rego

Experienced Hospitality Professional | Barista & Bartending Expert | Passionate About Guest Satisfaction | Wine Enthusiast
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- Detail the specific improvements made, such as upgraded cleaning protocols or new staff training. - Highlight any new cleanliness certifications or inspections to emphasise your commitment. - Invite the reviewer to visit again and experience the enhanced standards firsthand.

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6 Encourage Feedback

Finally, encourage all guests to leave feedback, not just those with negative experiences. This shows that you're confident in your hotel's ability to deliver a high-quality experience and that you view all feedback as a chance to grow and improve. By fostering an environment where all reviews are welcomed, you normalize the process of leaving feedback and demonstrate an open-door policy when it comes to guest opinions. It also allows for a more balanced representation of your hotel's service quality online.

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Adam Zembruski

Hotels | Founder at Hospiamo and Hi3 | Owner & Certified Hotel Asset Mgr | GM Coach & COO Duties | Full, Luxury Boutique Hotels, Upscale F&B | Founder Nonprofit Hospitality Industry Impact Initiative
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Negative reviews, especially about cleanliness, are gold mines for engagement and growth! All reviews are gold, embrace them. I see every review as a chance to connect with guests and make things right, and a perfect opportunity to teach and inspire our team. Don't shy away from feedback; embrace it, tackle it head-on in your daily stand-up meetings, discuss EVERY review candidly. Then assign an ambassador to own it, follow up with the guest, and ensure the team learns from it. It’s not just about fixing the problem; it’s about turning a critic into a raving fan and showing our team that every challenge is a stepping stone to greatness. After all, if we're not learning, we're just cleaning up messes!

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Your hotel's cleanliness is under scrutiny. How do you address a negative online review?

1

2

3

4

5

6

1 Acknowledge Promptly

2 Personalize Response

3 Offer Solutions

4 Follow Up Privately

5 Showcase Improvements

6 Encourage Feedback

Hospitality Management

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Your hotel's cleanliness is under scrutiny. How do you address a negative online review?

1

2

3

4

5

6

1 Acknowledge Promptly

2 Personalize Response

3 Offer Solutions

4 Follow Up Privately

5 Showcase Improvements

6 Encourage Feedback

Hospitality Management

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感谢您的反馈

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