Positive and Negative Reviews

Part of being a business in today's tech-savvy world is dealing with both positive and negative feedback. It's important for social media managers to know how to respond to both types of feedback as they serve as a reflection of the company. In fact, it is statistically shown that 90 percent of customers say buying decisions are influenced by online reviews. Below, I share two examples of how I would respond to customer responses on TripAdvisor.

Hello Travelwith3kiddos,

We are so glad you enjoyed your stay at the Hyatt Regency. I will be sure to pass along your kind words to Ralph at Fiorenzo to make sure he gets the recognition he deserves! The next time you return, we encourage you to check out some of our other kid-friendly activities, which can be viewed here. Again, thank you so much for your positive comments, and we look forward to serving you again soon.

Best,

Nhi H.

Hello LUV2TRAVELWITHHUBBY,

Thank you for taking the time to post this review. We value all our customers' opinions, and we are sincerely sorry we did not meet your standards. Our number one priority is customer service and cleanliness, and we have taken steps to address the issues you mentioned above to our staff. We hope you'll give us another chance to give you the service and luxurious amenities you expect from The Hilton, including our sophisticated suites, 25,000 sq. ft. sunrise pool terrace and delicious on-site restaurants. Should you choose to do so, please ask for me. I would greatly appreciate the opportunity to speak to you directly. We wish you all the best and hope to see you again.

Best,

Nhi H.