With the increasing popularity of user-generated reviews, hoteliers may lament the loss of control over what is being said online, but, as Daniel Edward Craig says, they are still in full control of how they react.
Below are some suggestions for using negative reviews to effect positive change in your hotel.
1. Speak up.
3. Show leadership.
4. Take the high road.
5. Make reputation management a priority.
6. Create a cycle of positivity.
7. Prevent escalation.
8. Take the good with the bad.
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