The hotel industry relies heavily oncustomers’ feedback and recommendation to build reputation and boost sales.
And where do travelers share their opinionsnowadays? On the internet – social channels specifically.
Here are 4 pieces of advice onhow to handle a negative buzz forthe hotel industry
1. Monitor the relevant channels These can be your hotel’s own (Facebook Fan Page, Twitter, Flickr, Youtube, Pinterest, blog) or external (reviews on TripAdvisor, Booking.com, Priceline, Hotels.com – as well as forums, groups and blogs discussing travelling).
2. Know how to react accordingly to thechannelNot all complaints have the power to generate negativebuzz. Identify those who can impact your business andanswer customers who really have a problem.
3. Know how to respond to differenttypes of complaints
4. Be prepared for negative buzz with aproactive social media strategyIt is important to own social media channels where youcan officially speak in the name of your hotel. You must bepresent on channels where your business is listed.