Dealing with negative guest feedback
The significance of TripAdvisor and other guest feedback forums cannot be underestimated in this age of online hotel shopping. How a hotel deals with what guests say is the most important aspect, according to “The issue of hotel review sites is the hottest topic for hoteliers right now,” said Edward Perry, senior director of e-commerce for WorldHotels and secretary for the Hotel Electronic Distribution Network Association. “It truly has the ability to directly impact the level of business a hotel gets.”
