Trying my hand at Reputation Management

This week we covered reputation management and the "online identity" of a brand. Reviews and social comments are a lasting and influential representation of a company, product, or service. Positive and negative feedback are a product of social media, but the way in which a company responds to the feedback (especially the criticism) can make the greatest impact on their business and financial bottom line. When brands acknowledge and remedy a situation, it doesn’t go unnoticed.

I'll be using this blog post to recommend responses to the following negative and positive comment examples from The Hilton Fort Lauderdale Marina and Hyatt Regency in Orlando, as if I were the Social Media Manager of the respective hotels. **Please note this is for class purposes only - any phone numbers or email addresses are fictional and strictly made for the purpose of this post!**

Negative review:

Greetings - Thank you very much for taking the time to review our property at The Hilton Fort Lauderdale Marina. Your input, and the feedback from all of our guests is vitally important to us and we always want guest expectations to be met upon arrival. We apologize sincerely for your experience not meeting those expectations during your stay for your 10-year high school reunion. 

I have informed management of your comments and our top priorities are now twofold - to have them addressed, as well as working to ensure that future travelers experience only remarkable hospitality, service and cleanliness. The issues you've encountered made us aware of the areas in which we can improve. 

Please know that we have since covered the parking lot gate box, as well as addressed the cleanliness issue of our pool and spoken with the employee in question. We want you to know that we truly enjoy sharing our passion for our destination with visitors and want you to make the most of your trip while enjoying our amenities. If you come back to our hotel, I would love the opportunity to speak with you directly, so please ask for me. We hope to see you again in the future and you can reach me directly at 954-463-5555 if I can be of any assistance. 

Positive review:

Thank you so much for visiting the Hyatt Regency in Orlando! It is always a pleasure to hear how our hotel goes above and beyond our guests' expectations for both business and leisure experiences. Please know that we have added your requests of a room on a high floor and views of the pool to your account for future visits. Requests are made possible based on our availability at the time of reserving with us. 

Have you registered for our Hyatt Gold Passport? You can do so here to take advantage of exclusive member benefits on your next business trip. You can be on your way to earning free nights at Hyatt hotels worldwide if you provide the reservation number from your most recent visit. Thank you for recommending our the Hyatt Regency to your friends and family. To show our appreciation of continued visits, we'd like to upgrade your next 50-minute Deep Tissue or Spa Refresher massage - you'll get an extra 30 minutes on us. We look forward to serving you again in the future!