Sample Post Below! Academic responses, not given by a representative of either vacation establishment.
Have you even gone on vacation? I hope so! Have you ever had a bad experience while on vacation? Negative things sometimes happen. A great experience? Awesome! Who did you tell about it each experience? Your parents? Your close friends? How about an entire online community? Were you more inclined to shout from the rooftops about your positive or negative experience?
Social Media Managers need to embrace the reality that negative experiences are more likely to be talked about than positive ones. TripAdvisor provides travelers with the platform to share their travel experiences with whomever would like to read them. Since people are talking on this platform, Social Media Managers should be listening and responding to positive and negative reviews alike.
For academic purposes, I will be responding to two TripAdvisor posts, selected by my professor, one overall positive, the other not so much.
Let’s have the good news first
Positive Review & Response
Hyatt Regency Social Media Manager, responded to this review, 1 week ago
Travelwith3kiddos,
Thank you so much for your recent return visit to @HyattRegencyOrlando! We are so happy to hear your children enjoyed our palm tree lined pool. Ralph will be pleased to hear that his attentive service was a memorable part of your stay with us. If you have the time to escape NY for another massage, message us for fun discounts and spa packages!
In the meantime, please enjoy photos from around the resort on our Instagram account. If you have any photos you’d like to share, we would love to see your family #InAHyattWorld.
Looking forward to seeing you again soon!
Sincerely,
Amanda S
Now the post with a few, um, suggestions.
Negative Review & Response
Luv2TravelWithHubby,
I deeply apologize for your recent experience with us at Hilton Fort Lauderdale Marina. You bring to light many opportunities for our improvement. We should have notified you prior to your stay that we have discontinued roll away beds at this property. Additionally, we will follow up with our Housekeeping and Engineering teams regarding the preparation of your room. We want every visitor to have an excellent experience, and clearly we fell short of meeting not only your expectations, but our own.
Please message us at your earliest convenience. We do our best to respond within the hour to messages on Twitter and Facebook for your mobile convenience. Guest assistance can also be reached by phone (1-800-HILTONS) or send us an email. We look forward to working with you.
Sincerely,
Amanda S
Summary
No matter the content of your reviewers, make sure that your response as a Social Media Manager is professional and in line with your Brand’s tone an voice. As a Brand Ambassador, your response is not only speaking for you, but the entire company. Post thoughtfully and sincerely, and you will be able to continue the conversation with your visitors even once they have left your property.
schmidtbyamanda 