Reputation management

Reputation Management
July 23, 2014

This week in class we have been discussing reputation management. Our assignment is to create a response to the sample posts. Please keep in mind that this specific blog post’ content is fictional.


Hyatt Regency - Orlando
Hyatt Regency – Orlando, FL

The initial comment:
Hyatt Review

First of all, Hyatt Regency would like to thank you and your family for choosing to stay with us again on your recent trip to Orlando. We take great pride in providing you with first class service and bountiful amenities while you are a guest on our property, including the shuttle service.

We appreciate your feedback and are always striving to make our property more family friendly. We hope that aside from the pool and water slide, you were able to enjoy some of our numerous scheduled children’s activities that include hula hoop contests, family bingo, water balloon toss, t-shirt decorating and family relay races.

The Hyatt Regency aims to maintain a delicious variety of dining experiences with our three onsite restaurants and bars. We are delighted that your service and meals at The Fiorenzo exceeded your expectations.

Thank you again for sharing your positive feedback with us. We look forward to seeing you and helping you create happy memories on your next vacation to Orlando!





Hilton - Fort Lauderdale Marina
The Hilton Fort Lauderdale Marina – Fort Lauderdale, FL

The initial comment:
Hilton Review

Thank you for taking the time to review your stay with us. Our guests at The Hilton Fort Lauderdale Marina are our number one priority so we were disappointed to hear you were not satisfied with your stay for your ten year high school reunion, as this should have been a very special time for you.

As noted in the hotel details listed on our website, check-in begins at 4:00 pm and we do our best to have all of the rooms ready and available at that time. Regretfully, the day you checked in we were unable to accommodate you in that time frame. We hope that you were able to make the most of that delay by visiting the nearby Las Olas Boulevard and experiencing their exciting attractions and shops.

We are very sorry that our room and pool amenities were not what you expected and that you experienced problems. Please be assured that we appreciate your feedback and will pass your comments on to the housekeeping manager so action can be taken to rectify the issues.

We would love to speak with you further about how we can improve our service, value, cleanliness and quality to uphold the reputation that the Hilton brand is known for. Please call me at (XXX) XXX-XXXX.

Megan Washington
Social Media Manager

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Tags: feedback, MMC5006, reputation management, response, social media

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