Websites specialised in hotel reviews can be very positive for hotels, but it is mostly seen and felt as the pet hate of the industry. Some people take pleasure into posting negative reviews, just for fun. But for us hoteliers it provoques a decrease in revenue, so not good for us. I agree with what Agnès said, that hoteliers should definitely respond to the negative reviews. But I believe they should also respond to positive reviews. As we say, it is good to point out what's negative, but let's not forget to point out what's positive also. Do training sessions or strategies exist to help hoteliers know how and what to answer to reviews? I doubt it.
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