The guest gave the hotel a bad review. What can I say to get her to delete the bad reviews? Is there a model for reference?

Summary: When dealing with hotel bad reviews, the main points of communication with guests should include apologizing to the guests, understanding the real reasons for the dissatisfaction of the guests, and the ways and sincerity to solve the dissatisfaction of the guests, hoping to get the understanding of the guests.

For example, hello, this is a hotel. I'm sorry to bring you unhappiness during your stay, and we are extremely sorry for it. I hope you can directly feedback what we can't do, and we will take your feedback seriously and solve it sincerely. At the same time, in order to show our sincerity, we can send you a hotel coupon of 100 yuan, and sincerely hope to get your understanding.

Hotel management service elements:

1, a purpose.

The customer is God.

2. Two attitudes.

Smile with your heart

3. three essences.

Clean tools, clean individuals and clean environment.

4, four diligence.

Eye diligence, mouth diligence, foot diligence and hand diligence.

Five, five is the same as five.

The guests arrived, smiling, warm, respectful and serving; Foreign guests are the same as domestic guests, strangers are the same as regular customers, checking is the same as not checking, leaders are present or not, guests have different attitudes and services are the same.

6. Six specifications.

Service, appearance, language, guidance, hospitality and skills should be standardized.

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