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Free Live Webinar for Hoteliers

Guidelines for Responding to Guest Feedback

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Whether it’s an online review, a guest survey or a comment at checkout, your response to guest feedback is critical. Done well, it can help reduce negative reviews, increase positive reviews, and attract new and repeat bookings. In this webinar, we’ll show you how to respond to guest feedback in a way that leaves travelers feeling positive about your hotel, improves reputation, and drives higher room demand.

Topics include:
  • Key differences in responding to reviews, surveys and in-person feedback
  • How to decide which feedback to respond to
  • What if you can’t fix the problem or the guest is wrong?
  • How to be authentic in responses to positive reviews
  • Managing responses in other languages
  • Timesaving tools, resources, examples and best practices

Featured Panelists

  • Ruth Waiman

    Digital Brand Reputation Manager

    Dan Hotels

  • Neil James

    VP of Account Management


  • Daniel E. Craig

    Founder of Reknown