Hotel Reputation Management Sample Responses

This blog post is for educational purposes only for an Introduction to Multimedia Communication class. These posts below are sample posts and the responses are hypothetical.


Dear Luv2Travel with Hubby,

Thank you for taking the time to leave us a review on Please accept my apologies for any inconveniences that may have occurred while you were staying with us. Providing Hilton guests with the best possible hospitality and service has always been our goal and we truly value the opinions of our customers. I have shared your feedback with our housekeeping and concierge staff to prevent future occurrences.

We have taken into consideration your suggestion for providing shade to the parking lot box. In the meantime, may I suggest Valet parking for just a small up charge?

In addition to this, we will make sure the bathroom door in your guest room, as well as the shower head have been taken care of . We will also address the water cleanliness issue in the pool area you described.

Unfortunately, we do not offer rollaway beds for any of our guest rooms and I apologize our staff did not communicate this when booking your reservation. Also, I cannot authorize a change in furniture as the bed frames are consistent throughout all rooms to keep within a certain modern décor.

I invite you to contact me directly if you would like to discuss your experience in further detail. We would like to regain your trust and we hope you will allow us an opportunity to provide you with an exceptional guest experience when your travels bring you back to Fort Lauderdale.


Warmest Regards,

Lisa Davis

Social Media Manger

Hilton Hotels & Resorts

954-463-4000 x555

If Luv2Travel with Hubby decides she would like to follow-up to discuss further offline, I would send her an email with details below:

Dear Guest,

Again, please accept my apologies for any inconveniences you had during your last stay with us at the Hilton fort Lauderdale Marina. I would like to have the chance to make it up to you the next time you are visiting the Fort Lauderdale area.


Since we do not offer rollaway beds in any of out guest rooms, on your next visit I will upgrade your room to a city/marina view corner tower suite, with a private bedroom and living room with a large comfortable couch for an extra guest.


Please enjoy a complimentary dinner for two at Nanking. Where you can enjoy dine on gourmet cuisine while enjoying excellent service, Zen-like ambiance and breathtaking views of the Intracoastal Waterway.


When booking the room we have a new feature- Hilton Requests Upon Arrival as a way to pre-prepare your room to be perfect the moment you enter. It will allow you to request things from extra towels and pillows to food and beverages, everything to make your stay stress free.

Also, you don’t have to worry about going through the parking gate next time. I am offering a Free Valet parking upgrade with your reservation.

Please contact me when you are ready book your stay, or if you have any additional comments or concerns and I will be happy to assist you.  I hope you enjoy your stay.


Lisa Davis

Social Media Manger

Hilton Hotels & Resorts

954-463-4000 x555





Dear Travelwith3kiddos,

Thank you for taking the time a to write a gracious review of our property, your comments are very much valued. We are pleased that you enjoyed your stay with us and had great dining experiences at the B-Line Diner and Fiorenzo Italian Steakhouse. Ralph and all of our staff believe in providing personalized service, and I agree with you, that he is very good at his job!


For your next stay with us, may I suggest our premier seafood restaurant- Urban Tide. You can enjoy coastal favorites from Chef Jared Gross, elevated with bold flavors, served in a modern setting. Urban Tide offers diners an intimate, understated elegance highlighted with beautiful views of the Grotto Pool. For your convenience, Urban Tide is open for lunch and dinner.

MCORO_P157 Urban Tide Dish

We do try to accommodate guests to the best of our ability. Unfortunately, we have only  a select number of rooms on the upper floors that overlook the pool. When booking a room in advance please let us know that you would like an upper level room overlooking the pool and I promise we will try our best to accommodate.

If you are again traveling with kids, we have added kid friendly activities, like a basketball hoop, volleyball net and playground. There is also a station set up by the main pool area when your little ones can be Mermaids or Mermen for the day with swim fins. They can also frolic in the waterfalls that flow into the pool.



I am glad that you got to enjoy our spa, even if was only for a brief moment. To enhance your experience on your next stay, we have a wonderful selection of enhancements you can add to spa treatments. Enhancements include: Custom Body Scrub, Chakra Balancing, Reflexology, Scalp Treatment. You can upgrade your massage to 80 minutes for even more relaxation, or try the Serenity Pool with soothing hot tubs.


We also have a spa special where guests can receive a complimentary gift when you reserve a spa experience and check-in at The Spa at Hyatt Regency Orlando on Facebook.

We are glad you enjoyed the complimentary shuttle service to Orlando attraction areas. As far as parking goes, we actually offer the lowest hotel parking rate available in the area and we ensure the safely and security of your vehicle while it’s parked in our garage.

We look forward to seeing you on your next trip to Orlando and once again, thank you for your positive comments!

Warmest Regards,

Lisa Davis

Social Media Manger

Hilton Hotels & Resorts

954-463-4000 x555




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