What people say about your company online can influence sales and affect your bottom line. The internet is a 24/7 opportunity to leave positive or negative feedback on a customer experience. This feedback and the way you handle it can be your chance to shine or tank into oblivion. Not only is it important what the customer writes, it’s even more important how you choose respond to reviews about your company, both positive or negative. A social media manager has the chance to turn a bad situation into a win for the company just based on the customer service feedback and a quick response time given to a negative review.

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You never know when an online exchange with a customer will go viral, so it’s best to practice the fine art of online reputation management and learn how to turn negative feedback into a potential customer service success story.

The below are just sample reviews and are used solely for the purpose of  learning how to respond to hospitality management customer reviews.

Five Star Review Example

Hyatt Orlando four star review

The Hyatt Regency Orlando example of a five star review from Trip Advisor.

Hi Travelwith3kiddos,

Thanks so much for taking time out of your day to give us such great feedback! We are happy you and the family enjoyed your stay with us at the Hyatt Regency Orlando and hope you visit again soon.

Next time you make a reservation with us, please make sure to request a view room and we will work diligently to accommodate along with the higher floor.

Although I can’t do much about Mother Nature and her storms, I do appreciate you letting us know about the “icky” pool debris. We take cleanliness very seriously and strive to maintain a spotless pool at all times. I will relay the information to my maintenance crew and make sure they check the grounds after our frequent afternoon rainstorms.

If you are looking to save money on daily parking, I would recommend foregoing the rental car and using our MEARS shuttle service or I-RIDE trolley service to get around town and to local attractions. Your stay comes with two free tickets to the trolley which goes up and down International Drive. Riding the trolley can be a fun experience for your entire family and a great way to meet others visiting the area.

Whether you are saying at the Hyatt for business or fun with the family, we strive to make your experience enjoyable. I would like to follow-up with you in greater detail regarding your recent stay. Please DM me so I can gather some more information. —Jennie, Social Media Manager.

One Star Review Example

Hilton Customer Review

The Hilton Fort Lauderdale Marina example of a bad customer review.

Hi LUV2TRAVELWITHHUBBY,
Please accept my sincerest apologies. I am very sorry to hear that your stay with us at the Hilton Fort Lauderdale Marina fell below expectations. We really don’t want you resorting to “pitching a tent” the next time you are visiting Fort Lauderdale. Please DM me, I would like to get more information from you and work on making future stays with us more enjoyable. —Jennie, Social Media Manager.

As a social media manager, it is your responsibility to monitor what is being said about your company and respond to comments online. In the 24/7 social media world, customers are used to quick feedback and having their questions answered in in a public forum. The way you react to reviews online can be a chance to increase your company’s reputation and manage negative reviews that can turn a bad situation into a positive.