Skip to main content

Complaints via Social Media: A Better Way to Get the Attention You Deserve?

If you don’t like your hotel room or service, where will you go to complain your unpleasant experience? Front Desk? Guest Service Manager? General Manager? How about your friends or fans on Facebook or Twitter? Sarah Nassauer suggested in the Wall Street Journal that travelers’ complaints within their social networks may actually have more power.

Hotels are well aware of the important influential effects of online reviews and comments. According to a study by comScore Inc., 41% of leisure travelers and 50% of business travelers admitted that online reviews influence their travel decisions. Many hotels have already been tracking and/or monitoring current and past guests’ posts on Twitter, Facebook, TripAdvisor, and other social networking sites. As a result, complaints posted on social media may receive prompt attention and be addressed quickly.

As a guest, if you want to receive better service, you may take Sarah Nassauer’s advice:
• Reach your hotel online via Twitter and Facebook.
• If no page is available for a specific property, look for the hotel brand or company.
• Post a message on Facebook or tweet that you are going to stay in so-and-so hotel.
• When posting a complaint, be specific by saying “I hate X Hotel for Y reason.”
• “Use the hotel’s specific “handle,’ or Twitter name in your message, like @StarwoodBuzz for a Starwood property.”
• Use your real name so that you can be “tracked” in a hotel’s operation system.
• Have a lot of online friends or followers. The more, the better.
• Be reasonable. “If the hotel senses you’re a lost cause, it may spend less time trying to fix the problem.”

So, what do you think? Facebook, Twitter, or real hotel staff?

References:
Nassauer, S. (2010, June 24). Hate your room? Travelers who tweet may find relief. The Wall Street Journal, p. D1 & D2.
Picture was downloaded from: http://tinyurl.com/linchikwok06242010P

Comments

Popular posts from this blog

Social media engagement is immune to COVID-19 (by Steven Valenzuela)

In the unparalleled world of COVID-19, individuals are flooded with choices: whether it be what to eat or what church service to watch. While there are marketing strategies to get consumers to purchase products to immediately increase sales, it may be a more beneficial to engage with low spending consumers in the short term, so that businesses can keep them for the long term.   Social media game strong   During this time, it is crucial to keep social media posts constant and consistently more than ever before. A recent podcast by eMarketer reports that social media outlets such as Facebook have seen a significant rise in usage. The reality is that individuals have more time on their hands, which is why it is important for businesses to utilize their free time to create content for their social media channels. In a recent interview with the hospitality net, Leland Pillsbury stated  “Customers are going to come back...And if you allow your competitors to reengage with the guests before

The repositioning of Ten Ren’s Tea Time (by Eddie Long)

Ten Ren’s Tea was founded in 1953 and now operates one hundred retail stores globally, providing the finest teas to their loyal customers worldwide. Ten Ren’s combines modern technology and traditional methods when processing tea leaves to provide customers with the highest quality tea that aids in improving the quality of life and health for their customers. Ten Ren’s Tea Time, the restaurant, has a total of nine locations in the Southern California area. New Image: Ten Ren’s Tea Time recently changed its logo, as shown below. We can say that the marketing team wanted a change of the company’s logo to regain customer’s attention and regain their sales.  Just like they changed their logo, they also updated the website to fit the new theme. Their website appears more modernized than their previous design s, which can attract potential customers and returning customers. The company wanted to show its target market that they know what customers want and can accommodate any customer’s

Do you know where your prospects hang out during the #DeleteFacebook movement?

Facebook used to the cool place where everybody hangs out. Not long ago, Facebook was ranked the most visited website in the world , and the website where Americans spent the most time. Facebook page then became the most popular social media platform for business-to-consumer communications among various types of organizations. In recent years, however, Facebook faced several backlashes toward the platform’s data privacy practices and its CEO. Facebook is experiencing some challenges of maintaining its popularity among internet users, some of whom even call for a #DeleteFacebook movement . I myself, also notice a shift in my teenaged students’ interest in Facebook, even before the #DeleteFacebook backlash. So, if Facebook is no longer the cool place where everybody hangs out, which social media platforms can we use to communicate with our prospective consumers? The most popular social media platforms among U.S. teens According to a 2018 Pew Research Center report