As you well know, access to information is a Google search away, or written in a blog, or text/tweeted to thousands if not millions of people within minutes. One of the challenges we face in our industry is what to do with reviews or comments on our products and services we offer to our guests. Your assignment is to review one of these sites, find the most outrageous or negative comments written (hotel reviews), and then answer the following question. Please refer to these sites to help you to begin your search. Once you have found a review you want to use copy and paste the review and the link to the review in your paper.
Websites to use:
Expedia.com
TripAdvisor.com
Hotels.com
When you are thinking of your situation, think of this as if you were the General Manager of the property and you want to minimize the situation, so….
1. What research would you do before you respond or contact the guest?
2. What solutions/accommodations would you offer to satisfy the guest?
3. How would you respond to the guest? Email, mail, or calling them?
4. What would you do after you resolve or answer the guests’ complaint?
I would expect your responses to be no less than one or two paragraphs for each question and no more than two pages in total. I am not looking for a novel or brief responses. Please be concise, and explain WHAT you would do and WHY for each response.
lewis666
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