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How to Respond to Challenging Guest Reviews.

publication date: Dec 27, 2013
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From Pricing Complaints to Personal Attacks:   How to Respond to Challenging Guest Reviews.
By Daniel Edward Craig

Responding to online reviews has become routine for many hoteliers, and yet every once in a while a real zinger comes along that makes you catch your breath and clench your fists. How should you respond? Or should you respond at all?

If you don’t respond, you leave travelers to draw their own conclusions. If you do respond and say the wrong thing, you risk make things worse.

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