I chose to comment on this article because i think the opinion of the writer is very important and i totally agree with him.
I think it is important for an hotelier to seriously take into account the feedbacks from the customers since they give an objective opinion on which elements should be improved by the hotelier.
Moreover i think that the fact to answer to a negative comment will show the customer that his opinion is important to the hotelier and that measures are taken to do better. To me, it will reduce the terrible impact of a bad word of mouth and maybe, make the unsatisfied customer want to come back.
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I think that the reviews of customers are a good way for hoteliers to improve its services. I agree with you when you say that the answer of hoteliers to a negative review can have a good impact on customers, indeed, customers see that hoteliers feel concern by their opinion and try to satisfy them.
RépondreSupprimerThanks Margaux for taking a stand and expressing your opinion. Good advice for hoteliers.
RépondreSupprimerYes great comment Margaux, I do also agree with this article, answering a negative customer's comment shows to the customer that you have taken into account its opinion and that is very important.
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