Assignment Snapshot: Craft responses to the following positive and negative comment examples. Your post should be as if you were actually responding to these customer comments. Use some specifics from the hotels to craft a personal response to each of these reviewers. Your role is Social Media Manager, and you handle PR. THIS IS A “SAMPLE POST” FOR EDUCATIONAL PURPOSES ONLY.
SAMPLE RESPONSE TO THE ABOVE TRIP ADVISOR REVIEW: HYATT REGENCY ORLANDO, FLORIDA
Thank you for taking the time to post such a wonderful and generous review of our property. It means so much to us you returned and this time brought your family! That is a great compliment. We really put a lot of thought into our new pool area when we underwent our recent expansion. It’s great to hear your kids had such a good time. (My kids love the slide too!)
We know you have many choices so I am honored you dined in two of our restaurants. I will be sure to pass along your comment to Ralph. He’ll be thrilled to hear it. Next time you will have to try out Napa! Kids 3 and under eat breakfast for free and kids 4 to 10 eat for the price of their age.
Your feedback is very important. We want to always provide the best service experience. So it is critical we know when we are not living up to your expectations.
I am sorry to hear that there were circumstances we could have served you better. I am taking your feedback to heart and will follow up with those in charge of the areas you mentioned.
We look forward to seeing you again on your next visit. Hopefully you can make it before Labor Day. We have some great summer deals left! If there is anything else I can help you with, don’t hesitate to reach out at 407-284-1234. Thank you again.
Kelly Frank Green
Social Media Manager
Hyatt Regency, Orlando, Florida
SAMPLE RESPONSE TO THE ABOVE TRIP ADVISOR REVIEW: THE HILTON FORT LAUDERDALE MARINA
Thank you for taking the time to share your experience with us. It is very upsetting to hear your special occasion did not meet your expectations. I assure you that what you described does not live up to our expectations.
I wanted to immediately reply and let you know we will look into this situation. The circumstances you described do not reflect the standards we set. We will review those standards with our staff immediately. Please accept my sincere apology.
From the promenade to the shopping to the great ocean and marina views, there is much our hotel and city has to offer. I hope you will give us the chance to make it up to you. I would be happy to discuss this experience with you further and book any future stay directly. You can reach me at 954-463-4000.
Kelly Frank Green
Social Media Manager
The Hilton Fort Lauderdale Marina
My biggest takeaway and overall thought on maintaining and protecting your brand’s reputation is to just be authentic. Treat people the way you want to be treated. Mistakes happen. We are all human. Businesses and brands are run by humans. I know I don’t want to be placated or oversold. I also don’t want to be ignored. The best thing we can do as social media managers is respond in a timely fashion. Be honest, be straightforward, don’t make promises you can’t keep and always strive to do better.
The other statement I know to be true is that you can’t please everyone…but you can bust your butt trying.
Do your best. Be your best and like my coaches always said…Leave it all out on the field. That’s all you can do.
I know I always will.
Just For Fun
Ahhhh summer vacations.
We’ve all been there. Road trips. Long flights. Too much fast food.
The Summer family vacation.
As the season slowly winds down and I am hours from embarking on my last summer break…I reflect on family vacations gone by. In this week’s just for fun, in no particular order, my top 3 travel cinema moments. (WARNING: Not all content is safe for young audiences or work environments. It’s fun though!):
3. Smokey & The Bandit:
2. NSFW. The One and Only Steve Martin:
1. Also NSFW. Clark W. Griswold loses it: