Wednesday, October 30, 2013

Reputation Management

This week we have been challenged with the task of responding to positive and negative hotel reviews. The following examples are two sample posts, and how I would respond to each as the social media manager.

The Peabody Orlando/Hyatt Regency Orlando

Dear Travelwith3kiddos,

Thank you for returning to The Peabody Orlando and sharing your positive experience with us. As the social media manager of the newly acquired Hyatt Regency Orlando, we love hearing about our guests experiences, especially when it pertains to our great staff. We assure you that the same great staff that the Peabody was known for, have made the transition to the new hotel.

We apologize that you didn't have a room overlooking one of our three pools, but we're glad you were satisfied with the luxurious decor and furnishings that can be found in all of our rooms.

It's unfortunate that it rained during your stay, but as you know, Florida weather can sometimes be unpredictable. With rain and wind, debris sometimes gets blown into the pool, but we're happy to hear our staff got the pool clean after the storm and your kids could enjoy the slides and cascading waterfalls.

The 24-hour B-Line Diner is frequently featured on the Food Network and it is a great stop for a late night bite. We apologize that you had to wait at The Cappricio (now Fiorenzo Italian Steakhouse), and we hope you didn't have to wait long. The restaurant is a popular choice among our guests, so even with a reservation, sometimes guests are forced to wait until a table opens up. We hope you got to enjoy a glass of wine from our extensive, award-winning wine cellar while you waited.

The Peabody/Hyatt Regency is conveniently located in the heart of Orlando, just minutes away from Universal Orlando, SeaWorld, Disney World and the Orange County Convention Center, making it an ideal choice for business and pleasure. We're sorry to hear that you were unhappy with the price of parking, but we're glad you took advantage of our shuttle service, which can transport guests to and from local attractions for $1.50.

Whether for business or pleasure, we hope you'll return to the Hyatt Regency Orlando soon.


Lauren Roberts
Social Media Manager, Hyatt Regency Orlando

The Hilton Fort Lauderdale Marina


We are very sorry to hear you didn't enjoy your stay at The Hilton Fort Lauderdale Marina. The issues you dealt with do not represent the experience we strive to provide to our guests.

I'm having my staff take a look at your room in order to fix the pocket-style door and thoroughly clean the shower head. We are also taking a look at adding a shield to the parking lot gate box, so future guests don't experience the same problem you had on your visit.

I apologize that you weren't able to enjoy our heated outdoor swimming pool. When guests leave their newspapers by our poolside lounges, sometimes gusts of wind can blow them into the pool. I can assure you that our cleaning staff will be informed about your experience and the pool will be cleaned. However, we hope you were able to enjoy the beautiful Fort Lauderdale beaches located within minutes of the hotel.

We welcome your feedback and the opportunity to discuss these concerns with The Hilton staff so we may immediately implement any training or maintenance needed to maintain our high standards.

I hope you'll visit The Hilton Fort Lauderdale Marina in the future and give us the opportunity to truly represent the quality standards that the Hilton brand is known for.


Lauren Roberts
Social Media Manager, The Hilton Fort Lauderdale Marina

1 comment:

  1. Great details and a "true voice" for the hotels!