Acknowledging customer complaints is essential. It is a simple confirmation that their message has been, and a solution is being worked on. This immediate engagement can ease customer frustration and prevent negative sentiment from escalating. It is important to ensure the response is personal and empathetic, rather than a generic autoreply. Customers want to feel heard and valued, so acknowledging their concerns and sincerely can go a long way in maintaining trust. Engaging proactively with customers during a flood of complaints shows a commitment to finding solutions. Addressing individually is important, but solving systemic issues can prevent future problems. Analyzing complaints for common themes or causes is crucial.

Be honest. Show empathy. Call out corrective actions taken to ensure issue does not happen again. Show more empathy and thank the guest for taking the time to share feedback.

Negative reviews better than no reviews cause they give us the direction what to improve to perform better. Nowadays we have 3 categories of guest: 1-First Categories are those who take time to give genuine feedback and highlights on what did not meet their exception in which hotel has opportunity to analysis and improve. 2-Second Categories are those who simply ignore and don't share their dissatisfaction and avoid revisit again to hotel. 3-Third Categories are those who are semi satisfied and they don't share their satisfaction as well but they will still attempt to comeback with expectations that serive will improve. So those who are sharing feedback are the key of service improvement & they deserve to be rewarded for next visits.

All reviews are valuable. Be thankful that you are receiving the feedback. It is truly detrimental when someone has a bad experience that you don't hear about. That is a lost opportunity. Regardless of the issue it is important to ask deeper questions to truly understand the root cause. Often, we throw recovery at a situation but don't actually fix the situation. Listen intently and ensure the guest feels heard and then take action. A recovered guest often becomes your most loyal. The best things in life are often the things we had to work the hardest for.