This week’s assignment calls for a response to both a negative and positive tripadvisor post
Each student must respond as if they were the Social Media Manager in charge of Public Relations for a hotel, the Hyatt Regency of Orlando Florida and the Hilton of Fort Lauderdale, respectively. For those who may not be familiar with tripadvisor, it claims to be the worlds, largest travel community. Tripadvisor receives more than 260 million monthly visitors, 60 million members, boasts over 150 million reviews and opinions in 26 languages, made available to both the consumer and business owner. As a consumer one can use tripadvisor to see reviews from other travelers on hotels, travel packages, restaurants and “best of’s” in numerous categories. It’s a site worth checking before you travel for sure! For a business owner, and in this scenario, a hotel manager, how you respond to reviews about your establishment can make all the difference. A carefully crafted response can influence return visits, prospective customers and ultimately a choice to book-or-not-to-book with your hotel.
According to tripadvisor responding to positive and negative reviews clearly demonstrates to both former and prospective guests that you are interested in their feedback and take customer service seriously.
In a December 2013 survey, 77% of respondents said that seeing a hotel management response makes them believe that the hotel cares more about its guests. Over half of the survey respondents also said that seeing a management response generally makes them more likely to book, versus a comparable hotel that did not respond to travelers.
Hyatt Regency, Orlando Florida
On behalf of the Hyatt Regency of Orlando Florida, let me be the first to thank you for returning to our hotel. I would also like to thank you for taking the time to review our hotel as your comments reflect how pleased you were with your stay. Our pledge to Hyatt Regency guests is to offer the very best of both worlds from business travel to tourism, to that end, we are so pleased you decided to come back and this time, with your family.
You may not be surprised to learn the Hyatt Regency of Florida earned a Certificate of Excellence in 2014 by Trip Advisor and the prestigious 4 Diamond Award by AAA. Awards, along with guests reviews like the one you kindly provided demonstrate we are getting it right!
Compliments to the Chef’s
We are equally pleased that you enjoyed the dining at our facility. I will be sure to pass along to Corey Crawford the Chef at the B-Line, how happy you were with the light bite and desert you described as scrumptious. We are proud of the B-line and take pride in the high energy, prompt service, and fine food we make available to our guest 24 hours a day. I see you also took the time to tell us your family enjoyed the Fiorenzo Italian Steakhouse. Chef, James Stafford will be thrilled to add your review to the over 110 existing reviews that rate his restaurant as “better than excellent” on Trip Advisor.
The next time you and your family return to Orlando we would love for you to consider staying with us again. Please feel free to contact me personally at (407)-284-1234, to discuss making your next stay with us even more pleasurable than the last.
Until then don’t forget to follow us @HyattOrlando on Twitter, visit our Facebook page, and view our Pinterest page to bring back some special memories. Remember to check the Hyatt website for specials and discounts too! Thank you again for providing your valuable review on tripadvisor of the Hyatt, Orlando and we look forward to seeing you and your family again.
President & Chief Executive Officer
On behalf of the Hilton, Fort Lauderdale and Hilton Hotels & Resorts, I would like to extend our professional apologies to you and your husband as it is obvious by your comments we failed to meet your expectations during your recent stay at our property. Each one of your concerns will be addressed with the management and the staff of the hotel to create a better experience for guests going forward.
As the most recognized name in the industry, Hilton Hotels & Resorts stands as the stylish, forward thinking global leader of hospitality. With over 92 years of experience, Hilton continues to be synonymous with “hotel” because of our innovative approach to products, amenities and service. We apologize this, was not your experience.
You might be interested to know that we are currently refurbishing all the rooms at the Fort Lauderdale property which, when finished, will include renovated bathrooms, modern walk-in style showers and fashion forward furnishings throughout. It is our hope that if you ever return to Fort Lauderdale you consider staying with us one more time to enjoy the improvements.
Your return will provide the Hilton, Fort Lauderdale an opportunity to show you and your husband how much we have perfected our facility. Please contact me directly at 1-(954)-463-4000 if you decide to give us another try. I will personally see to it that your stay will be a true Hilton Hotel & Resort experience. Please know that every guest and every stay is important to us.
Thank you for reviewing your stay at the Hilton Fort Lauderdale.
President & Chief Executive Officer
This was a fun assignment and an eye opener too! I learned a lot about both hotels and may even stay at one of them when I come to Florida when I graduate! There is a discernable difference between the two hotel websites and one stands out as more progressive than the other. My takeaway—even if you have an established social media presence, or reputation for having excellent customer service, unless you continually focus on keeping your content, your service and your relationships on track, they could easily slip away.