Reputation Management: How to Handle Positive and Negative Online Reviews

DISCLAIMER: The following posts are sample reviews for academic purposes only. 

For this week’s assignment, I’ve been assigned the role of social media manager within the hospitality industry. It is my job to manage all of the content that goes up on my hotels’ various social media channels. I am also in charge of the public relations aspect of these hotels, which entails reputation management.

Hotel reviews, both negative and positive, need to be handled with care, as this can be the difference between whether your guests decide to come back for a future stay or whether they write you off completely. Below, you’ll find an example of a negative TripAdvisor review and a positive one and appropriate responses for each.

Negative Review

Hilton Fort Lauderdale Negative Review


Thank you for bringing your concerns to our attention. We are sorry to hear your recent stay at the Hilton Fort Lauderdale Marina was an unpleasant one. We know how memorable a 10-year high school reunion can be and wish we had been able to better serve you this weekend. With over 92 years of experience, Hilton prides itself on being a global leader in hospitality and customer service.

With children off from school, the summer months can be an especially busy time for our hotel. Many people ask for late checkouts, which can cause our housekeeping staff to fall behind their normal routine. That being said, we do still try our best to meet the 4 p.m. check-in deadline, as we don’t like to keep our guests waiting. Right now, we are in the process of upgrading all of our rooms to include new, top-of-the-line shower heads with various settings and new shower doors. We will keep your feedback regarding the bed frames in mind, as we are always looking to make improvements for our guests. As part of our continued renovations, we are adding more recycle bins throughout the hotel property to ensure that our pool and fitness center stay well kept.

We would like to invite you and your hubby back for a true Hilton Fort Lauderdale Marina experience. Please send me an email at so that I can set you up with a free Bed & Breakfast package and a room upgrade.

We are looking forward to having you visit us soon!

-Lynette, Social Media Manager of Hilton Fort Lauderdale Marina


Hyatt Regency Orlando Positive Review

Hello, Travelwith3kiddos:

Thank you for coming back to stay with us at the Hyatt Regency Orlando. We are happy that you and your family had such a wonderful time. I appreciate hearing such wonderful feedback about the architecture of our hotel and knowing that our staff was professional during your stay with us. I’m also glad you enjoyed your dining experiences at B-Line Diner and Fiorenzo Italian Steakhouse. Fiorenzo Italian Steakhouse combines the fun and excitement of an authentic Italian restaurant in Orlando and the tradition of a great American steak house. At the restaurant, guests can watch the preparation of fine Italian cooking through the restaurant’s open kitchen and then gather at the Milan-inspired lounge and select wines from our extensive, award-winning wine cellar. We want guests of Fiorenzo Italian Steakhouse to feel at home, so we try not to rush anyone during their meal.

We do apologize that you were given a different room than what you had initially requested. To make it up to you, we would love to invite you and your family back to the Hyatt Regency Orlando for a free room upgrade. Please email me at for more information. If I can assist you with any concerns regarding parking charges, please feel free to contact me about that as well. I’d be happy to provide you with more about our Park and Ride Package with mid-size rental car and complimentary self parking.

We’re looking forward to seeing you again!

-Lynette, Social Media Manager of Hyatt Regency Orlando