My response to sample TripAdvisor.com reviews for Hyatt Regency Orlando, Hilton Fort Lauderdale Marina

Whether people have a good or bad experience at a hotel, they love to tell their friends and family about it. That type of word-of-mouth endorsement has only grown with the advent of social media.

Businesses must always be ready to respond to customer feedback, no matter where it comes from or when. Social media has turned a business' hours of operation into 24 hours a day, 7 days a week.

With that in mind, here is how I would respond to sample TripAdvisor.com reviews if I were a social media manager for the Hyatt Regency Orlando, formerly known as The Peabody Orlando, and the Hilton Fort Lauderdale Marina Hotel. (I do not work for the staff of either of these hotels. These responses are for educational purposes only and reflect my views, not the views of either hotel.)

Here is a sample review for the Hyatt Regency Orlando:



Amanda Winkle, Social Media Manager for Hyatt Regency Orlando, responded to this review:
Travelwith3kiddos, thank you for your feedback on your most recent stay at the newly minted Hyatt Regency Orlando! On your next visit, just let our front desk concierge know which view you would like from your room and we will surely do our best to oblige. Glad your kids had fun at the pool! We also have bike rentals and tennis courts at your family's disposal for your next visit. Since our switch from the Peabody to the Hyatt brand, we still have the same great restaurants you enjoyed on your last visit. Chef Corey Crawford is still cooking up homemade diner favorites at the B-Line Diner and our wonderful Italian steakhouse The Capriccio is now the Fiorenzo Italian Steakhouse. We are glad you had a wonderful experience overall and hope you will come back and visit us soon for business or pleasure! If you have any further questions or concerns, please call (407) 284-1234 and ask for me.

And here is a sample review for the Hilton Fort Lauderdale Marina:

 

Amanda Winkle, Social Media Manager for Hilton Fort Lauderdale Marina, responded to this review: Hello Luv2TravelWithHubby. We apologize your stay was not up to the high standards that are expected from Hilton hotels. Since your stay, our hotel is now under new management and we are in the process of retraining our entire staff. We are also in the process of upgrading all of our rooms so they will now look like the room you see to the left.  Please call 954-463-4000, ask for me and I will work with you and our hotel staff to make this right.