Points to remember:
- Facebook is a recurring two-way street, unlike TripAdvisor the 'reviewer' can comment multiple times
- Anyone else can join in: friends of the 'reviewer', any online passers-by
- Stories like this have a habit of spreading backwards to more conventional media, in this case to TripAdvisor
Our (narrow) take on Facebook and other social media...
If you want to attract gushers and ranters, then social media is fine; if you wnat to know what your serious customers think, then you need to give them a channel where they can comment in private (and be assured of getting a response).