Reputation Management as a Social Media Manager

This post is a school assignment. The images below were provided and the responses below were created by me, as if I was the social media manager at each hotel. 

Complaint #1


Dear Travelwith3kiddos,

Thank you so much for your feedback. It is wonderful hearing from guests so that we can always strive to provide better service. While we have recently undergone a transition into the Hyatt Regency Orlando, customer service has been, and always will be our number one priority.

I am so glad your children enjoyed our pool, and due to your feedback we have created a new system for cleaning and timeliness to ensure that it doesn’t happen again. We have also implemented free valet parking for 5 days for one car due to your feedback.

I am sorry to hear that your experience at the Cappriccio, now the Fiorenzo Italian Steakhouse, was less than satisfactory. I do know that they get busy, but I apologize for your wait since you did have a reservation. I would like to invite you back to the hotel and offer you a dinner on us. Thank you again for your information, we can better provide customer service through feedback like yours. I hope we will be in touch soon.

Best wishes,

Amanda Scheffer Cavanagh

Social Media Manager, Hyatt Regency Orlando

Complaint #2



Thank you so much for providing us with your feedback. I am sorry that you were disappointed with your stay here. I would like to reassure you that at The Hilton Fort Lauderdale Marina we take customer satisfaction very seriously. I know that we were busy with many people for the reunion, but that is not an excuse for less than satisfactory service, or for not having your room ready for you.

I appreciate the multitude of feedback and would like you to know we have heard your answers loud and clear. We have now implemented a shield over our parking lot gate box, that was a great suggestion. We have also hired more pool maintenance to ensure that the pool is better kept. Also, we have added 2 more bath towels in the room automatically, so as to reduce customers need for more towels.

I would really like to speak to you about your stay more in depth so we can address all of your concerns. I would like to invite you back to rectify the bad experience you had as well as ensure other customers don’t walk away with a bad experience. I hope to talk to you soon.

Best wishes,

Amanda Scheffer Cavanagh

Social Media Manager, The Hilton Fort Lauderdale Marina