Hotel managers often use social media and review sites such as TripAdvisor to obtain guest reviews on hotels they have stayed in. Most managers would notice the negative reviews often outweigh the positive reviews. Why is that? Well it simple, In short plain monitoring and replying to guests reviews and feedback with apologies on these sites is not going to do any good. So What can hotel managers do to make sure guests do not leave the hotel front door unhappy in the first place?
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