A guest has publicly criticized your hotel on social media. How should you handle the dispute?
When your hotel faces public criticism on social media, addressing the issue promptly and professionally is crucial. Here's how you can manage the situation:
What strategies have worked best for you in handling public complaints?
A guest has publicly criticized your hotel on social media. How should you handle the dispute?
When your hotel faces public criticism on social media, addressing the issue promptly and professionally is crucial. Here's how you can manage the situation:
What strategies have worked best for you in handling public complaints?
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Here are some steps you can take: Respond Promptly: Quickly acknowledge their concerns with a polite and understanding message. Apologize Sincerely: Offer a genuine apology for their negative experience. Take the Conversation Offline: Suggest continuing the discussion privately through direct messages or a phone call to address their issues more personally. Investigate the Issue: Look into the problem they raised to understand what happened and take appropriate action. Resolve the Problem: Offer solutions or compensation if necessary, and ensure the problem is rectified. Follow Up: Once the issue is resolved, follow up with the guest to ensure satisfaction and thank them for their feedback.
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I’ve learned that handling public criticism with care is essential. Stay calm and composed: Always respond with empathy and understanding. Be transparent: Acknowledge the issue honestly and explain any steps you’re taking to improve. Follow up: Check back with the guest to ensure they’re satisfied after the resolution. Every complaint is an opportunity to improve and build trust!
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Respond promptly and professionally, acknowledging the guest's concerns. Apologize for their experience and offer to resolve the issue privately through direct messaging or email. Stay calm and positive in your response, and take the conversation offline to address the situation in more detail. Finally, work on improving the issue to prevent similar complaints in the future.
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“Dear [Guest’s Name], thank you for sharing your feedback. We sincerely apologize for your experience and assure you that your concerns are being addressed with utmost priority. At [Hotel Name], we strive to provide exceptional service, and it’s disappointing to know we fell short. Please DM us your contact details so we can investigate further and resolve the matter to your satisfaction. Your feedback helps us improve, and we hope to restore your trust in us.” #sandipchowdhry
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First, I would carefully read their 'criticism', setting aside any initial judgment. I’d focus on noting the aspects they didn’t find problematic or the things they praised. This helps me stay in a positive mindset and view their 'criticism' as constructive feedback. Next, I’d ensure my response is appropriate, timely, and empathetic. While I don’t believe in the saying, “The customer is always right,” I do believe every opinion holds value to the person sharing it. Responding with understanding fosters mutual respect, even in disagreement. That said, being empathetic doesn’t mean offering refunds unnecessarily. They paid for the experience, and not enjoying it doesn’t invalidate its value.
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