Reputation Management – Hotel Reviews


Responding to positive and negative feedback received online from customers in a timely manner is a must. The response, however, needs to be sincere and cannot come off as canned. Below are two sample hotel reviews and how I would respond to these customers if I were the hotel’s social media manager.



Good afternoon Travelwith3kiddos,

I’m thrilled you enjoyed your stay with us, and that you were able to experience the hotel for both business and pleasure purposes. Were you and the kiddos able to visit all three pools? The Grotto Pool is my favorite! During the summer, we host Mermaid Academy at the Grotto Pool, where children of all ages can play and swim with a vibrant mermaid tail or shark fin. The kiddos will love it! And while they’re learning to swim, why not rent a cabana and sip on a pina colada poolside or pop into our state-of-the-art spa for a massage? We offer massages for 50 minutes and 80 minutes. I recommend the 80 minutes! And, traveler tip, if you like us on Facebook ( you’ll receive a complimentary gift with your spa reservation.

Anyway, whether your next visit with us be for business or pleasure, we look forward to seeing you again soon!

-Megan T., Social Media Manager





Good afternoon Luv2TravelWithHubby,

I’m sorry to hear that your stay with us was less than satisfactory. I can see why you are unhappy. Were you able to speak with someone at our front desk while you were there?  We assure you that providing our guests with an exceptional experience is our top priority so learning of the issues you encountered is troubling. We are grateful for your recommendations, however, and I have already notified the various departments of them. 

I would like to further discuss your stay, and aim to make this right. Can you please call 1-954-463-4000 and ask for me, Megan T., Social Media Manager, so we may get this sorted out? I would like to ensure that you visit us sooner than ten years from now! After all, our close proximity to the coast and Fort Lauderdale city center and our pool located adjacent to the picturesque marina makes for a fun and relaxing vacation.

Anyway, thank you for your review. I look forward to speaking to you and we hope to see you again soon so that we may show you a true Hilton experience.

-Megan T., Social Media Manager


The response to the positive review thanks the customer for the review and encourages the customer to visit again. The response to the negative response is sincere and takes the conversation off-line in order to better serve the customer.


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