Sample Hospitality Responses to Positive and Negative Comments

Sample Response Post as the Social Media Manager for The Peabody, Orlando Florida, to a customer post on Trip Advisor.

Thank you for choosing to spend your family vacation at The Peabody. We are so happy to hear that you enjoyed your stay!  We are pleased to announce that The Peabody has been recently purchased and is now the Hyatt Regency Orlando.  We have three sparkling free-form pools, and our spa offers long relaxing massages in a tranquil setting. We think you would also enjoy our restaurant, Fiorenzo Italian Steakhouse. We serve premium U.S. steaks, as well as pizza and pasta for the kids. We look forward to welcoming you to the Hyatt Regency Orlando in the near future!

Sample Response Post as the Social Media Manager for the Hilton Fort Lauderdale, to a customer post on Trip Advisor.

We apologize for the unexpected issues you experienced during your stay. Thank you for bringing them to our attention. We have informed housekeeping and management about your observations. It is our goal to provide our customers with the best possible service when staying at our hotel, and we appreciate your feedback. Please feel free to contact our manager so we can ensure your complete satisfaction on your next visit.