At Complaints Response Management, we pride ourselves on providing professional and effective responses to hotel reviews. Below are some samples showcasing how we handle different types of feedback from guests.

Samples of reviews and our answers 

 

(UK Hotel, Scotland)

Don't be fooled

Although recently refurbished our Very small room, was very poorly designed. No place for suitcases, no shelves, no no closet, dresser or hooks. No place for wet towels. We had a very tiny window, so our overly hot room was impossible to cool down. And… no elevator. They cater to tours, so breakfast has slow service and long lines. Outrageously priced for what you get!

 

Our answer 

Dear [Guest’s Name],

 

Thank you for taking the time to share your feedback. I’m sorry to hear that your recent stay did not meet your expectations, and I appreciate the opportunity to address your concerns.  

 

We strive to provide comfortable accommodations for all our guests, and I regret that the room layout and size fell short of your needs. Your comments regarding storage and ventilation have been noted, and we will review these aspects to ensure they are addressed in future updates.  

 

Regarding the absence of an elevator, we understand this can be an inconvenience, and our team is always available to assist with luggage to help ease this challenge.  

 

I also apologize for the delays you experienced at breakfast. We are working on improving our service efficiency, especially during peak times, to better accommodate all our guests, including tour groups.  

 

Your feedback is invaluable in helping us improve, and I hope we can welcome you back in the future to provide a better experience. If you’d like to discuss this further, please don’t hesitate to contact me directly at [contact information].  

 

Warm regards,  

Hotel Management

 

 

(UK Hotel, Cornwall)

Be aware, single room is a glorified closet

Be aware, single room is a glorified close

Just checked in with a tour group. I realize the tour books the room, but the hotel assigns them. I am traveling alone paying a single supplement. BUT this single room is so small it can barely be considered a room vs a closet with a twin bed shoved up against a wall in the corner.

 

A very nice staff member at the front desk did look for an alternative, but there was none. She did at least give me permission to move the bed out of the corner and wall.

 

I could expect this small of a room from a modest inter city hotel. But from what is supposed to be a nice hotel? Really?

 

I checked for hotels near to move into. But there were none available where I could easily rejoin my tour each morning.

 

Just beware of booking a single in this hotel

 

 

Another one. Please acknowledge every important piece of information. Do not sound like a robot

 

Our Answer

 

Dear [Guest’s Name],

 

Thank you for taking the time to share your experience. I’m truly sorry to hear that your stay did not meet your expectations, particularly regarding the size of your single room.

We understand how important it is for our guests to feel comfortable, especially when traveling alone and paying a single supplement. While our single rooms are designed to accommodate solo travelers, I acknowledge that their size may not always align with the expectations of every guest. Your feedback regarding the layout and overall feel of the room is important to us, and we’ll be reviewing this to see how we can improve.

I’m glad to hear that our front desk staff did their best to assist you and allowed adjustments to the room setup to make your stay more comfortable. Our team strives to provide solutions whenever possible, and I regret that we were unable to offer an alternative room during your visit.

We also recognize that our reputation as a quality hotel means we must consistently meet high expectations, and I’m sorry that we fell short on this occasion.

Thank you for bringing this to our attention, as it helps us to evaluate and enhance the experience we provide. If you’d like to share more details about your stay, please feel free to contact me directly at [contact information]. I hope we can have the opportunity to provide you with a better experience in the future.

Warm regards,

Hotel Management