Responding to Reviews on Online Platforms

Which subject line best opens a professional apology email to a guest?

• Regarding Your Anger
• We're Truly Sorry for Your Experience
• Complaint Received
• FYI: Your Review

In Review 1, which statement is inappropriate for a professional reply?

• We are confused as nothing was said to the waiter or manager.
• Thank you for your message.
• Your feedback is very important to us.
• I will follow up with our staff who were on duty.

Which line shows empathy and validates the guest’s feelings?

• We did nothing wrong.
• We disagree with your opinion.
• You should have told us during the meal.
• I'm truly sorry to hear about your experience.

In luxury hospitality, mentioning CCTV in a response to a review is usually…

• Required by policy.
• Encouraged to prove the hotel is right.
• Mandatory by law.
• Inappropriate and should be avoided.

In a situation where a guest has expressed dissatisfaction but no formal complaint has been made, what is the most appropriate response?

• Encourage the guest to reach out to a different service provider.

• Recognize the guest's concerns and suggest documenting their feedback for better resolution.

• Overlook the feedback provided.

• Reject the comments since there is no official complaint.

Which sentence shows ownership and next steps?

• We can’t help with this issue.
• Please don’t blame us; it wasn’t our fault.
• This is not our responsibility.
• I will personally follow up with our team to understand what happened.

In Review 2, which phrase should be avoided?

• We’ll check with our team about the issue.
• Please speak up next time!
• We value your feedback and will improve.
• We’re sorry your evening didn’t meet expectations.

An appropriate gesture after a disappointing stay is to…

• Offer a goodwill gesture (e.g., complimentary treatment or discount).
• Only explain policies without apologizing.
• Threaten legal action if the review isn’t removed.
• Ask the guest to remove the review first.

For a complaint about lukewarm food, a professional reply should…

• Ignore the comment.
• Apologize and ensure retraining and process checks.
• Claim the chef was right.
• Say, “You never told the waiter.”

When a guest mentions a missing hand sanitizer, a good response is to…

• Say you’ll check with the team even if there’s no report.
• Ask for proof before responding.
• Say, “We can’t comment.”
• Accuse the guest of misplacing it.