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To address this issue, I would like to look at London hotels that appear to do this well.  I hope this will encourage others to follow suit, knowing that complaint recovery is one of the best ways to build customer loyalty.
I know one very solid London hotel where someone posted a lot of negative comments when they returned home and asked friends and family (who had of course never stayed at the hotel) to do the same.
If the hotel can prove foul play in such cases, management should contact TripAdvisor directly to see if invalid comments can be removed.  TripAdvisor is usually understanding and even-handed in these situations. But back to the original question: assuming a negative comment is genuine, how should hotel management respond to it, if at all?
Other hotels respond to negative comments by thanking the guest (which is a good start) and then mentioning some specific steps they have taken. Better still, they may actually give ownership of the issue to the hotel department head responsible for that area, who responds in person.
That for me underlines that complaints are a genuine improvement opportunity – if the hotel in question is fundamentally well-run of course.
One hotel that does this well is the Lanesborough.  I admire its management, the staff training, its hi-tech amenities (including free WiFi) and the ethos of transparent pricing which is so unusual in super-luxury hotels. The Lanesborough is by no means a cheap hotel – in fact it houses one of London’s four most expensive hotel rooms within its distinguished walls. I love the fact that the hotel’s management is confident enough to admit mistakes and tries engaging with the few guests who complain. Unlike many hotels, Threadneedles Hotel addresses its few online guest complaints head-on and with humility. The vast majority of the Threadneedle’s guest reviews are positive.  In those cases too, the hotel’s management will thank the guest and invite him or her to contact them directly if a return visit is planned. These are simple standards, consistently executed.  I wish more hotels followed this lead: congratulations to the Threadneedles Hotel! Those standards from Threadneedles Hotel are great – things that every manager must try to strive towards.


I guess I’ve always been an early adopter in online marketing for hotels, and one of my more prominent clients has always been The Reef in Grand Cayman. The manager of the hotel should give priority to customer sartisfication, so that it will improve the business. We define "hotel marketing" as creating better travel experiences for hotel guests and driving revenue growth for hotel owners.
For the people who want to have a good leadership, the first thing that should be known is empathy. There is an incident happened in the travel industry, which is summarized by Salt Lake City Tribune. An employee filed a lawsuit to former supervisor since his supervisor using waterboarding on him and in front of his colleagues to show them on how he hard he expected them to work. The lawsuit also claims that the treatment of the supervisor to the employees is quite unpleasant for a long time and the last time was the waterboarding so it triggers an employee to file a lawsuit.It seems like after being humiliated, the employees have a shock on their psychological effect. A good leader will give the best motivation for the employees and think about the future not only about a group of people. He gives us some case studies how a couple hotels are doing this well, and I think you’ll get some good ideas here.
These negative comments went against the grain of most other reviews in a hotel where I personally know the management to be very diligent. Whenever a comment appears on TripAdvisor, the relevant department head at the Lanesborough actually follows up on the specific experience that led to the comment.  The response is then personal, written by the person directly responsible and acknowledges the issue raised. But I’m impressed that it is not too snooty to respond to TripAdvisor reviews (when several of its top-end competitors in London do not seem to bother acknowledging online guest comments at all). They even use phrases like “We are very sorry for the terrible service you experienced…” which is brave and gives them great credibility.
It’s clear that management closely read the complaint, acknowledge any errors and then describe what they’ve done to address it.


If they show to be actively responding to the complaints they are less likely to receive publicised negative comments. However, it requires more best hotel management for commanding the system and regulation of hotel. Add it here…Hotel Marketing Strategies is a crowdsourced collection of photos and screenshots showing creative hotel marketing in action. You won't find articles, interviews, videos, infographics or press releases published here anymore. This empathy is a good way to make an effective leadership in teamwork in particular in the travel industry. It is not only to get along with other people but also to figure out which leadership style will be the most effective one. The emphatic feeling is the first best step to do in dealing with new groups, team and people for all business including hotel business. I think leadership is all about reacting to the situation in such a manner that any possible trouble is overcome, people are placated and a solution is sought rather than just pondering over the issue or getting overwhelmed by it.
It will be very good for a leader to be in tune with human nature so it will create positive relationship that will result in a solid teamwork. A group will be in ruin when the leader has lack concern on their members will crack their feeling as one.



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