In Your Words 11: Reputation Management

Using what we learned in this week’s module about the hospitality industry and reputation management, we were asked to craft hypothetical responses to two sample Trip Advisor reviews.

While responding to positive feedback may seem easy on paper, it’s actually more difficult to craft a genuine response that doesn’t come across as egotistical or snarky. On the other hand, negative feedback can provide direct insight into what problems need to be addressed, and you can often offer discounts or deals to provide incentive for a customer to give you another chance.

Let’s take a look at the two sample reviews and how I would respond to them as the Social Media Manager.

Please note that these are sample posts and this is for class purposes only. 

Hyatt-example2015Dear Travelwith3kiddos,

Thank your for taking the time to share your positive experience at the Hyatt Regency Orlando. Our entire staff strives to provide all the comforts of home to our guests, and we’re glad to have met our high standards during your most recent stay.

As the social media manager for our Orlando location, I can say it is because of valued customers like you that we love coming to work every day. Whenever we have the chance to hear about a great stay at our location, we know we’re doing our job.

We’re glad that on your second stay you took notice of our recent facility upgrades. At the Hyatt Regency Orlando, we pride ourselves on the constant improvement to our facilities, including our 22,000-square foot spa, salon and fitness center, which you enjoyed first hand.

Unfortunately, due to an influx of late bookings, we were unable to place you in a room overlooking the pool, but as you well know, the weather made the pool area a bit messy during your stay. Hopefully the kids still had a great time despite the unpredictable weather conditions. We’d love for you to come back during the sunny summer and wake up with a pool view every morning.

Feeding that hungry bunch can always be a daunting task, but we’re glad to hear that the family enjoyed both the 24-hour B-Line Diner as well as The Fiorenzo. As a big foodie myself, I can’t help but sneak away to the B-Line during breaks to grab one of their famous milkshakes or other culinary concoctions crafted by world-class chef Corey Crawford. We hope the sizzling steaks and supreme service more than made up for the unexpected wait at The Fiorenzo.

As you well know, the Hyatt Regency Orlando is located right in the heart of the city near the world’s most popular theme parks and tourist destinations. Though the shuttle service price may have been a bit higher than you expected, we hope the level of service and safety provided for you and your family gave you that extra value that made your stay an unforgettable one. During your next stay, you could look into our Park and Ride Package, which includes guest room acclamations, a mid-size level rental car and complimentary self-parking.

We look forward to you returning for a third stay and many more at the Hyatt Regency Orlando and hope to offer you an equally excellent experience every time. If you have any questions or concerns, please email me at


Stephen Sheehan, Social Media Manager at Hyatt Regency Orlando



My staff and I at the Hilton Fort Lauderdale Marina offer our apologies for your unsatisfactory stay earlier this month. Everyone here at the Hilton aims to provide our guests with the ultimate level of convenience and comfort when you’re away from home. Unfortunately, we didn’t seem to hold up our end of the bargain during your 10-year high school reunion trip.

First off, I’d like to thank you for reaching out and providing us with feedback. We take every customer’s input seriously and aim to improve the overall guest experience based on this feedback. Because of your detailed response, our hotel management has undergone a thorough overhaul of its policies and has also held several staff meetings and training orientations in order to prevent such problems from occurring again.

One of those issues that you experienced—room preparation—is high on our priority list. No matter if its one of our guest rooms, spacious suites or accessible rooms, every guest at the Hilton Fort Lauderdale Marina should walk into a pristine room prepared to the guest’s request. On that note, we have done a thorough inspection of every room in our hotel exceeds our standards for cleanliness and functionality.

Old furniture and bathroom fixtures are currently being replaced and upgraded so that this problem does not rear its ugly head again. We’d love for you to come check out these new features for yourself, so I’m extending a 25 percent discount on our Water View Marina Tower Room, which features panoramic views of the beautiful Ft. Lauderdale water and skyline.

Again, I apologize for the issues you faced while staying at the Hilton Ft. Lauderdale Marina, and although we cannot make up for your unsatisfactory experience during your 10-year high school reunion, we’d love to make new memories with you in the future. Please contact me directly at to enjoy the discount above; I’d love to give you a tour of our improved pool area before showing you to your room.

I hope you give us the opportunity to provide you with a new outlook on the Hilton Ft. Lauderdale Marina. We’re confident that the issues you and other guests have brought up have been addressed and our hotel will exceed any industry standards. We look forward to seeing you the next time you stop in Ft. Lauderdale!


Stephen Sheehan, Social Media Manager at Hilton Ft. Lauderdale Marina


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