I recently read an interesting article on CNN.com—“Hotels connecting dots to online reviewers” by Christopher Elliott.
It talked about how more and more hotels are trying to connect anonymous online reviews to past guests, with some hotels even rewarding past guests for positive reviews and contacting guests who wrote negative reviews. The article mentioned how some hotels were rewarding those who wrote positive reviews with things such as gift baskets or discounts, while negative reviews could “generate an e-mail inviting the guest back for a free stay or offering frequent-stayer points as on apology.”
However, some hotels are going over the edge by sending emails to encourage past customers to “reconsider” a negative review, or put a note in their files to alert staff to difficult or disgruntled customers.
Although the story didn’t shock me, I still shake my head at what some managers will do to give the “perception” that the services and accommodations provided are superior to the rest. Why not start with focusing on providing a better experience in your hotel? I say instead of bullying people after a bad experience, focus on making sure they are happy during their stay.
Has anyone ever been contacted by a hotel because of a review (positive or negative)? Tell us about your experience.