2. The hotel industry relies heavily on
customers’ feedback and recommendation
to build reputation and boost sales.
3. And where do travelers share their opinions
nowadays? On the internet – social channels
specifically.
4. Here are 4 pieces of advice on
how to handle a negative buzz for
the hotel industry
5. 1. Monitor the relevant channels
These can be your hotel’s own (Facebook Fan Page,
Twitter, Flickr, Youtube, Pinterest, blog) or external
(reviews on TripAdvisor, Booking.com, Priceline,
Hotels.com – as well as forums, groups and blogs
discussing travelling).
6. 2. Know how to react accordingly to the
channel
Not all complaints have the power to generate negative
buzz. Identify those who can impact your business and
answer customers who really have a problem.
7. 3. Know how to respond to different
types of complaints
8. 4. Be prepared for negative buzz with a
proactive social media strategy
It is important to own social media channels where you
can officially speak in the name of your hotel. You must be
present on channels where your business is listed.