Upon assuring the guest, it is also important to extend an invitation indicating that the hotel will indeed be glad to host them in future.
Here is a look at a practical example of a negative review from a guest named Jenny:
Bad experience…
I really had a bad experience while visiting your establishment. The first issue that I had was that the elevator was faulty and thus we had to use the stairs. Furthermore, your services were below par, there were inadequate towels in the rooms, the breakfast coffee was not warm and other such issues.
Appropriate response from the institution
Hi Jenny
We really appreciate you taking sometime and giving us a review. We apologize for the inconvenience that you experienced while at our hotel. During your stay, our elevator was closed for routine maintenance and the issue has indeed been fixed. Due to your feedback, we have been able generally improve various aspects of our services including the handling and quality of breakfast, supply of towels in the rooms and a myriad of other issues. Please visit our hotel again and I promise that this time round you will have a fulfilling experience.
Regards
Sam Jones, General Manager
In a nutshell, you should remember to always be calm, courteous and professional while responding to negative reviews.
Furthermore, remember to reaffirm to customer that the issue they are complaining about has indeed been addressed.