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Free Guide for Hoteliers

How to Respond Effectively to Guest Feedback

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Responding to guest feedback is one of the most challenging and time-consuming tasks that hoteliers face. And it’s not getting easier. More feedback than ever is being shared publicly on review sites and social media channels.  

In this guide we explain the best practices for responding to guest feedback in online reviews, surveys and in person, in a way that drives positive reviews, helping to attract new and repeat business.  

Whether you are new to hospitality or have been handling guest feedback for years, this guide will help you to build the knowledge and confidence you need to respond effectively to all types of feedback in all formats.  

Our Guest Feedback guide includes:  

  • Why respond to guest feedback?     
  • Key steps to managing guest complaints
  • Guest feedback channels 
  • Responding to guest surveys   
  • Responding to online reviews
  • Overcoming challenges 
  • Interview with Marco Polo Hotels