How Negative Reviews Arise
People post negative reviews all the time. Sometimes, people feel more comfortable posting about a negative experience after their hotel stay instead of speaking up about it while it is happening. For service professionals, this is not ideal. Something could go wrong with a guest's stay and it could go completely undetected by the hotel staff because they simply were unaware of the situation. The first time they hear of the incident could be by reading the review online. This means that in order to snag a negative review before it is posted on the web, you and your staff need to be dedicated to communicating with guests while they are staying at your property. More people are willing to discuss service recovery opportunities if they are simply asked.