Guest Feedback

In these days of TripAdvisor, Yelp and other social media outlets, you as a hotelier have less control than ever before over your brand. It used to be that...

Phew! The Christmas and New Year rush is done for another year. How did you fare? Try looking back over recent weeks – while it’s still fresh in your mind...

In our previous three articles we looked at using the LAST method for dealing with guest complaints. Above all, through everything, remain calm and in control no matter how incoherent...

When a guest comes to you with a problem, if they’re raving mad, yelling or clearly frustrated, your first job is to keep your cool. If you start yelling too...

In Part 1 we went over the single most important thing in dealing with difficult guests: Keep your cool. If the guest is shouting you’re calm and measured. If...

No, in fact, the guest is not always right. There will be times when the guest is clearly wrong. How do you handle such situations sensitively but firmly so you’re...

Relatively few online reviews of hotels are actually negative - somewhere between 10 and 20 percent, according to one recent study. Usually people just want to forget about bad hotel...

Thank Your Positive Reviewers - It’s Good For Business Positive reviews of your property on social media are great, aren’t they? Sure are, but don’t simply bask in the glory...