Every hotel manager knows that when a guest has a problem, the experience of resolving the issue has a profound impact on future purchases. This effect has been amplified as social media and web review sites enable customer service experiences to be widely shared with almost everyone. In fact, a 2013 survey by Zendesk found that customers are much more likely to leave a bad review on social media than they are to sing its praises. It is well understood in hospitality that "100 awesome deeds will go unrewarded online but screw up once and it is shared on TripAdvisor."
That is why getting positive online reviews on sites like Yelp, TripAdvisor, and even Google Map List (Google Plus Local) is vital, particularly as pertains to new customer acquisition. While no one wants to get negative reviews, they sometimes happen. Here are 16 ways to deal with them should they occur: