Week 11: Sample Hotel Review Feedback

Responding to both positive and negative reviews from customers is part of the role of Social Media Manager.  The following are sample responses (to sample reviews) regarding hotel stays.

Dear Travelwith3kiddos,

Thank you for your kind review.  I are overjoyed that you enjoyed your stay at The Hyatt Regency Orlando so much on your business trip that your chose to stay here with us on vacation with your family. 

As a family friendly resort, The Hyatt Regency Orlando tries to keep the pool open and availed to our guests for as long as possible, with weather permitting.  Our pool is cleaned several times a day.  I understand and appreciate your concern regarding a post summer shower, and have noted to follow up with maintenance to regard this issue more timely. 

The Capriccio was recently re-branded as Fiorenzo Italian Steakhouse.  While the staff and food is still top notch, The Hyatt Regency Orlando has addressed issues regarding seating availability and times.  I hope that you enjoy our new restaurant as much as you did the old. 

I also am glad to hear that you took advantage of our I-RIDE Trolley Service.  I-RIDE is a great, and economical, way to get around the greater Orlando area.  I hope that you were able to enough of our fun city.  I understand your concern about the cost of parking your car at The Hyatt Regency Orlando.  Please do not hesitate to ask us to help you set up a car service to and from the airport on future visits.  The Hyatt Regency works with Mears Auto Shuttle, as well as Alamo Rent a Car and National Car Rental to secure transportation for our guests if needed.

Thank you again for your patronage, and I hope that you return for a third (and fourth and fifth!) visit soon.

Warmest regards,

Lesley G.

Social Media and Public Relations Manager

Dear LUV2TRAVELWITHHUBBY,

Let me start with a thank you for your feedback.  It is with feedback like your own that The Hilton Fort Lauderdale Marina is able to continue to make improvements to the quality of our guest’s experiences. 

Secondly, I would like to apologize that your stay was less than satisfactory. The Hilton Fort Lauderdale Marina strives for excellence, and it is disappointing that we did not meet your expectations. 

Occasionally, due to our large volume of guests, room turn over can be delayed on weekends and holidays.  However, an excessive wait time for a room is unusual, and my deepest apologies that you were inconvenienced.  Cold showers and unclean facilities are unacceptable, and housekeeping staff is required to log that they have attended each room on their respective floor.  The Hilton Fort Lauderdale Marina is happy to relocate guests who find that elements of their room are not in working condition to new rooms, pending availability.

The décor at The Hilton Fort Lauderdale Marina is modern luxury.  The low-framed beds are part of that décor, however, I have carefully noted your complaint about stubbed toes. 

The Hilton Fort Lauderdale Marina is constantly improving its facilities to ensure the most enjoyable stay for each of our guests.  The Hilton Fort Lauderdale Marina is now under new management, and has recently undergone extensive renovations and updates. Everything from our furniture to our pool maintenance is now carefully monitored to ensure excellence. I hope that you reconsider your decision to sleep on the beach, and give us another chance to make it up to you on your next visit to Fort Lauderdale.  As a gesture of our apologies, please contact me directly to set a free night stay and a round of cocktails by the pool. 

I hope to hearing from you soon, and look forward to your future stay with us at The Hilton Fort Lauderdale Marina. 

Best regards,

Lesley G.

Social Media and Public Relations Manager