The document discusses best practices for responding to social media feedback and reviews as a hotel. It recommends that hotels reply to reviews according to their brand strengths like concierge services or location. Hotels should be careful when replying to negative reviews that threaten to book elsewhere. Social media managers should master posting engaging content and know when and how to post. Responding to reviews is important to address weaknesses, reassure customers, and highlight positives. Replies should apologize when needed and follow up through private messages.

1. Beyond the basics: responding to social media
feedback like a pro.
Julien Iaconelli

2. Known company: collaborate with Review Pro
- We can ask questions and get the answer regarding the
webinar
- Neil James, director of account management,
- Created in 2008, Review Pro covers more than 1000
hotels in 70 countries
- Social media is everywhere, people complain more on
the network rather than to the manager
-responding online requires some skills
-reply according to weather the hotel is known for his
concierge, his location, his staff etc.

3. -people who complain about their stay and say in their
comments to book in another hotel, hotels have to be
careful in their reply.
-be aware that the people who have stars and helpful and
recognised advice on previous reviews
-social champions like front office managers, marketing
team have to master the posts, the contents posted and
know when to post, what to post, how to post etc.
-Apex company provides small toys like Ducks and people
can take them to where they go and post their photo with
word to mouth and marketing tool

4. Why do we have to respond to reviews?
- Opportunity to know about weaknesses
-reassure and convert travelers
-highlight the positive aspects as well
-make sure every negative reviews has a reply to make
sure that the customer is listened to.
-apologize when needed
-promote special events, cross sales etc

5. -make a follow up and continue the discussion through
private email
-make sure the review is short, not go too much on details
-inviting guest to think by themselves
-how to deal with blackmail from guests, now
TripAdvisor can be aware that the guest has intentions to
blackmail the hotel and so the review will not be valid.
-reply a review when we have an extra value to add to
the content. Make sure the comment is accurate.

6. Advantages to attend a Webinar
-broaden vision
-free amount of information and opinion
-held by professionals and experts (credibility)
-putting clear examples in actions
-more interesting on the human point of view, it’s not
about making money, it’s about how we think

7. What I would do to impove a webinar
-make some summaries along the webinar
-ask people ho
-make a questionnaire at the end of webinar to make sure
the big points are covered