Customer reviews ( Trust you's )

Every post that is written by a customer is a step in which the customer is  trying to reach the hotel as they did not have the time to contact the hotel in person. Thus, i think that not all reviews should be responded to but the social media plan should be to respond to selected topics. The negative topics should be replied to immediately however , if clients also have something good to say about the hotel then the hotel should also take the time to respond back to  a few of these comments.

How hotels will be able to provide value towards guests who will end up taking a look a the webpage and guest responses is that  they will know that the hotel takes the time to respond and talk to there clients. Thus, if a guests has something to say they know that they will get a response by the hotel.

A social media expert. This is someone who knows and understands the way in which social media works and also all the different types of social media platforms to reach all the different clients. This should be under the Information technology department under the network system administrator.

The hotel is able to keep track of the solved complaints by updataing there information based on the client who complained. Thus, once the guest is in the hotel the hotel should be vigilant of the client and take extra care to make sure that they are happy and that there stay was good.

Trust you stars; This is a tool that allows a guest to share there feedback on Google and Facebook, in which allows them to influence a larger number of traveler's.

I don't think that a survey will work as well. This is because guest's need to be able to fill in a survey at there own time and passe. If they are stopped during check-in or check-out they might forget something important.

One way that a hotel would be able to collect information on a guests before they leave the hotel is by setting a timer on the television and making sure that the survey appears a day before the client leaves the hotel. Thus, the client will be able to fill in the survey before they leave the hotel.


I think that the hotel should have an in-house and also out-source their responses to guests. What the hotel should do is get the statistics from these out-sourced companies   to inform them about positive guests reviews. Then the hotel will go ahead and take care of the negative guest reviews. This way the hotel is able to make sure that no guests who has a problem is overlooked.

By Oluwasola Opakunle