1. Reputation Management Hôtel de Sers, Paris

7. Location

8. Nice hotel recently refurbished

10. Small rooms

11. Breakfast expensive and not very good

12. Concierge is not present enough

13. Lack of communication between the services (housekeeping, breakfast in the room...

14. Small fitness center

19. Answer people and thank them on the websites,

20. When people check out, invite them to write a comment in a book in which you register guest's comments and ask them if you can publish it on your website

22. Answer people and thank them on the websites

23. Use them as quotations on your website, facebook/twitter/social network pages -> people highly value and are influenced by other guest's impressions

24. Print them and show them to the employees, it will encourage and motivate them

26. Answer to people whose comments were negative on the websites to show that you are involved and care about what guests think

27. Try to find where it comes from (employees behaviour ? Quality of food ? Lack of communication ? Not enough staff ?...)

28. Communicate internally about them, Make every employee aware of negative comments

29. Create periodic objectives to correct somme recurrent negative comments : Ex: In September, improve the breakfast service