*This blog post is a “sample post” as part of an assignment, and is strictly for educational purposes. The responses below are note on behalf of the Hilton or Hyatt hotel corporations.
Per the course lecture regarding reputation management, neither of the below review posts contain derogatory language, swearing, etc. and although some complaints are more in the hotel management’s control than others, a response is most definitely necessary and in the best interest of the hotel in regards to reputation management.
Both reviews mention areas in which improvements may be made, the Hilton review in particular includes a laundry list of items. Rather than address each individual complaint, and potentially open the the door for back and forth banter, we have instead provided an apology (as some items certainly deemed necessary), and have attempted to move the more negative review commentary offline.
While we will offer Luv2TravelWithHubby some form of compensation if she chooses to give us the opportunity by staying at our property again, we have chosen not to directly advertise this online through our response, as we feel it somewhat encourages negative reviews in hopes of receiving a freebie.
Additionally, following the negative Hilton review, we are considering running some form of giveaway promotion for online reviews to encourage more posts and push this review to the bottom more quickly.
I would like to express my sincerest apologies for your less than satisfactory stay at our hotel. While it sounds as if your time with us could have been much improved, I would like to thank you for choosing to stay at the Hilton Fort Lauderdale Marina, and hope you enjoyed catching up with your former classmates.
Your concerns have been brought to the attention of our Senior Manager, John Doe, who will be reaching out to you via the email address you provided at check-in. If you would prefer, you are also more than welcome to contact him directly by phone at (954)463-4000, as we would like to compensate you for your less that satisfactory stay.
We take pride in our Florida Residents “It Pays to Get Away” program and it is of utmost importance to our property management to keep our Floridians satisfied. We hope if you should choose to visit us again after speaking with John, that you don’t in fact pitch a tent, but rather take full advantage of our properties amenities and enjoy intracoastal views from an upgraded room and while dining at Nanking.
We would like to thank you for your feedback and always welcome constructive criticism, as it is one of the best ways to improve our property.
Jane Doe, Social Media Manager of the Hilton Fort Lauderdale Marina
Thank you for choosing to stay at the Hyatt Regency Orlando. We are thrilled to hear you previously had a positive business trip experience and decided to return and take advantage of our Family Fun Hotel Package. It sounds as if you have your hands full with “three kiddos” – we’re so glad you were able to take some time to relax at the spa. We pride ourselves in our staff and the level of service, and are delighted to hear you were satisfied with our staff, both at check in and at Florenzo Italian Steakhouse. It sounds as if your family experienced one of our infamous Florida storms – its great to know the children were able to still enjoy the pool despite the weather.
Thank you for recommending the Hyatt Regency in Orlando. We hope to see you and your family again next summer.
Jane Doe, Social Media Manager of the Hyatt Regency Orlando