Responding to Online Reviews
Guest reviews significantly impact our venue’s reputation. To uphold a positive image, it is crucial to respond to online reviews promptly and consistently. This includes reviews posted on platforms such as Expedia.com and Booking.com.
Response Time:
All reviews should be acknowledged within 24-48 hours of posting. To ensure timely responses, review platforms should be checked at least twice daily.
Professional Tone:
In all responses, maintain a professional, polite, and positive tone. Address guests by name whenever possible and reference specific details from their review to show that their feedback has been carefully read and considered.
To begin, navigate to the required extranet:
- Booking.com:
- Expedia.com:
Responding to Positive Reviews
- Acknowledge and Thank: Express appreciation to the guest for their positive feedback and for choosing Hotel Grand Chancellor Melbourne.
- Highlight Specifics: Mention specific aspects of their stay that they enjoyed to demonstrate that their review was thoroughly read.
- Invite Back: Extend an invitation for the guest to return and experience more of what the hotel has to offer.
Example:
Hi [Guest’s Name],
Thank you so much for your kind words! We're thrilled to hear you enjoyed [specific aspect of their stay].
Your feedback is greatly appreciated, and we hope to welcome you back to Hotel Grand Chancellor Melbourne soon. Safe travels!
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne
Responding to Negative Reviews
-
Acknowledge and Apologise:
- Show Empathy: Acknowledge the guest’s concerns and apologise for any inconveniences they experienced.
- Take Responsibility: If applicable, admit any shortcomings and assure the guest that their feedback will be used to drive improvements.
-
Provide a Solution: If possible, offer a solution or explain the steps being taken to prevent a recurrence of the problem.
Example:
Hi [Guest’s Name],
Thank you for sharing your feedback. We're sorry to hear that your experience did not meet your expectations.
Please accept our sincere apologies for [specific issue]. We are addressing this matter with our team to ensure it is resolved.
Your comfort is very important to us, and we hope you will consider giving us another chance to serve you better in the future.
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne
-
Invite Offline Resolution: For complex issues, offer to discuss the matter further via phone or email to resolve it privately.
Example Addition:
Please feel free to contact me directly at [contact information] so we can discuss this further and ensure your concerns are addressed.
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne
Response Templates
Positive Reviews
Personalised Service
Dear [Guest Name],
Thank you for your kind words about our personalised service.
We're delighted to hear that our team went above and beyond to make your stay memorable.
We believe in creating a warm and welcoming atmosphere where every guest feels valued and appreciated.
We will be sure to share your compliments with our staff, who take pride in providing exceptional service.
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne
Local Recommendations
Dear [Guest Name],
We're thrilled that you found our local recommendations helpful!
We strive to provide our guests with insider knowledge about the best attractions, restaurants, and activities in the area.
We believe that experiencing the local culture and hidden gems is an essential part of any travel experience.
We're glad we could contribute to making your stay even more enjoyable.
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne
Good Experience with Staff
Dear [Guest Name],
Thank you for your kind words about our staff.
We are thrilled to hear that they made your stay enjoyable.
We pride ourselves on providing exceptional service, and your feedback reinforces our commitment to excellence.
We will be sure to share your compliments with the team.
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne
Quick & Efficient Check-in Process
Dear [Guest Name],
We appreciate your feedback regarding our check-in process.
We understand that a seamless arrival sets the tone for a great stay, and we are glad we were able to provide that for you.
We will continue to streamline our procedures to ensure all guests experience a quick and efficient check-in.
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne
Good Food
Dear [Guest Name],
Thank you for your positive feedback about our food.
We are delighted to hear that you enjoyed your dining experience.
Our culinary team takes pride in creating delicious and memorable meals, and your compliments are greatly appreciated.
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne
Good View
Dear [Guest Name],
We are glad you enjoyed the view from your room!
We are fortunate to be located in a beautiful area, and we're happy that you were able to appreciate it.
We hope the stunning scenery added to the enjoyment of your stay.
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne
Nearby Amenities & Nightlife (Location)
Dear [Guest Name],
Thank you for highlighting our convenient location.
We are pleased that you were able to take advantage of the nearby amenities and nightlife during your stay.
We strive to provide our guests with easy access to the best the city has to offer.
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne
Clean, Pleasant Rooms
Dear [Guest Name],
We appreciate your positive comments about our rooms.
Cleanliness and comfort are top priorities for us, and we're delighted to hear that we met your expectations.
We will continue to maintain high standards to ensure all guests enjoy a pleasant and relaxing stay.
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne
Generic Response to a Positive Review
Dear [Guest Name],
Thank you for taking the time to share your positive experience.
We are thrilled to hear that you enjoyed your stay with us.
Your feedback is valuable, and we appreciate your kind words. We look forward to welcoming you back in the future!
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne
Negative Reviews
Pool & Gym Closure
Dear [Guest Name],
Thank you for sharing your feedback about the closure of our pool and gym during your recent stay.
We sincerely apologise for any inconvenience this caused.
We understand these amenities are an important part of the guest experience, and we are working diligently to reopen them as soon as possible.
We appreciate your understanding and hope to welcome you back when these facilities are fully operational.
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne
Hot Water Problems
Dear [Guest Name],
We are very sorry to hear that you experienced hot water issues during your stay.
We understand how frustrating this can be.
Please know that we have taken immediate steps to address the problem and ensure it does not happen again.
We appreciate you bringing this to our attention and hope you will give us another chance to provide you with a comfortable and enjoyable stay in the future.
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne
Poor Experience with Staff
Dear [Guest Name],
We are disappointed to learn that you had a negative experience with our staff.
We take pride in providing exceptional service, and your feedback is concerning.
We will address this with our team to ensure that all guests receive the warm and welcoming experience they deserve.
We apologise for any discomfort or inconvenience this may have caused and hope you will consider staying with us again so we can demonstrate our commitment to excellent service.
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne
Food Complaint
Dear [Guest Name],
Thank you for your honest feedback regarding your dining experience.
We are sorry to hear that your meal did not meet your expectations.
We value your input and will share your comments with our culinary team to ensure continuous improvement in the quality and presentation of our food.
We hope you will give us another opportunity to impress you with our culinary offerings in the future.
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne
Poor View
Dear [Guest Name],
We understand your disappointment with the view from your room.
While we try our best to accommodate room requests, availability can sometimes be limited.
We appreciate your understanding and hope that other aspects of your stay were enjoyable.
We encourage you to contact us directly when making future reservations to discuss room options and preferences.
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne
Noise Complaint
Dear [Guest Name],
We apologise for the noise disturbance during your stay.
We strive to provide a peaceful and relaxing environment for all our guests.
We will investigate the source of the noise and take appropriate action to minimise any future disruptions.
Thank you for bringing this to our attention, and we hope you will give us another opportunity to provide you with a quiet and comfortable stay.
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne
Lift Outage
Dear [Guest Name],
We sincerely apologise for the inconvenience caused by the lift outage during your stay.
We understand the difficulties this may have presented, especially for guests with mobility concerns.
We are working diligently to resolve the issue and have implemented alternative solutions to assist guests during this time. We appreciate your patience and understanding.
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne
Renovations
Dear [Guest Name],
We apologise for any disruption caused by the ongoing renovations during your stay.
We are continually investing in our property to enhance the guest experience. We appreciate your understanding and patience as we work to improve our facilities.
We are confident that the end result will be worth the temporary inconvenience.
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne
No Information Provided (But Want to Make Contact)
Dear [Guest Name],
We are sorry to hear that your recent stay was not up to your expectations.
We value your feedback and would like to learn more about your experience so we can make improvements.
Please contact us directly at your earliest convenience to discuss this further. We appreciate your understanding and cooperation.
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne
Billing & Payment Concerns
Dear [Guest Name],
Thank you for bringing your billing concerns to our attention.
We apologise for any confusion or inconvenience caused by unexpected charges or payment processing issues.
We take these matters seriously and are committed to resolving them promptly.
Please contact our front desk team directly, and we will be happy to review your bill and address any discrepancies.
We value your patronage and want to ensure your experience with us is positive from start to finish.
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne
Accessibility
Dear [Guest Name],
We sincerely apologise for any challenges you faced regarding accessibility during your stay.
We are dedicated to providing a comfortable and inclusive environment for all our guests.
We are actively reviewing your feedback and working to improve our facilities and services to better accommodate guests with disabilities or limited mobility.
We appreciate your understanding and patience as we strive to enhance accessibility throughout our hotel.
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne
Wi-Fi
Dear [Guest Name],
We apologise for the inconvenience caused by the issues you experienced with our Wi-Fi.
We understand how important connectivity and convenience are, especially during your stay.
We are continuously working to upgrade our systems and address any technical difficulties.
We appreciate your feedback and will take it into consideration as we strive to provide a seamless and enjoyable experience for all our guests.
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne
Television Issues
Dear [Guest Name],
Thank you for bringing the issues with the in-room television to our attention.
We understand how important it is to have reliable and functional amenities during your stay, and we sincerely apologise for any inconvenience this may have caused.
Our team is currently reviewing the situation and working to resolve any technical difficulties to ensure our televisions are fully operational for future guests.
We appreciate your feedback and will use it to make improvements. We hope you will consider giving us another opportunity to provide you with a more enjoyable experience in the future.
Kind Regards,
The Team at Hotel Grand Chancellor Melbourne