Be honest. Show empathy. Call out corrective actions taken to ensure issue does not happen again. Show more empathy and thank the guest for taking the time to share feedback.

Negative reviews better than no reviews cause they give us the direction what to improve to perform better. Nowadays we have 3 categories of guest: 1-First Categories are those who take time to give genuine feedback and highlights on what did not meet their exception in which hotel has opportunity to analysis and improve. 2-Second Categories are those who simply ignore and don't share their dissatisfaction and avoid revisit again to hotel. 3-Third Categories are those who are semi satisfied and they don't share their satisfaction as well but they will still attempt to comeback with expectations that serive will improve. So those who are sharing feedback are the key of service improvement & they deserve to be rewarded for next visits.

All reviews are valuable. Be thankful that you are receiving the feedback. It is truly detrimental when someone has a bad experience that you don't hear about. That is a lost opportunity. Regardless of the issue it is important to ask deeper questions to truly understand the root cause. Often, we throw recovery at a situation but don't actually fix the situation. Listen intently and ensure the guest feels heard and then take action. A recovered guest often becomes your most loyal. The best things in life are often the things we had to work the hardest for.

• Believe: Trust that every piece of feedback is an opportunity to enhance the guest experience. • Listen: Active listening helps identify the underlying issues and shows guests that their opinions are valued. • Apologies: Offer a sincere apology, even if you feel the review isn’t entirely fair. • Empathy: Demonstrate genuine care by putting yourself in the guest’s shoes. • Thanks to Customer: End by thanking the customer for taking the time to share their feedback. Expressing gratitude acknowledges their effort to help you improve and reinforces a positive connection. By integrating these five steps into your response strategy, you not only address the immediate concern but also build trust and foster loyalty among your guests.