ASSIGNMENT 4
AHMAD SUBHAN KHALID 70110430
SUBMITTED TO MAAM SANA SHAHID
SECTION C
Case Study
QUESTION 1
Do you use online reviews when choosing a hotel or restaurant? How much do
these comments influence your choices?
Online reviews play a significant role in the decision-making process for many people when
choosing a hotel. They provide first hand insights into the experiences of previous guests and can
give potential customers a better understanding of what to expect.
Yes I have use online reviews for choosing Hotel by

Authentic feedback: Online reviews are often seen as authentic and unbiased opinions
from real guests. People trust the experiences and opinions shared by others who have
stayed at a particular hotel.

Overall reputation: The collective sentiment and rating of a hotel based on online reviews
can contribute to its overall reputation. A hotel with consistently positive reviews is more
likely to attract potential guests.

Specific considerations: Online reviews can address specific aspects that are important
to individual travelers, such as cleanliness, customer service, location, amenities, and
value for money. These insights help guests assess whether a hotel meets their specific
needs and preferences.

Validation of expectations: By reading reviews, potential guests can gain a better
understanding of what to expect from a hotel. Positive reviews can reinforce positive
expectations, while negative reviews can alert guests to potential issues or
shortcomings.
Decision-making confidence: Reviews provide a basis for comparison among different hotels.
Positive reviews can instill confidence in potential guests and make them more likely to choose a
particular hotel over its competitors
QUESTION 2
What steps do you recommend a hotel take when dealing with a negative online
review?
Dealing with negative online reviews can be challenging, but it's important for hostels to address
them effectively. Here are some recommended steps:

Stay calm and professional: Respond in a calm and professional manner, even if the
review is unfair or frustrating. Avoid getting defensive or engaging in arguments.

Read and understand the review
Carefully read the negative review to fully understand the guest's concerns and the
specific issues they encountered. This will help you respond appropriately.

Apologize and empathize:
Begin your response by acknowledging the guest's concerns and offering a genuine
apology for any inconvenience or disappointment they experienced. Show empathy and
understanding.

Encourage offline communication:
To further address the guest's concerns, invite them to contact you directly via phone or
email. This allows for a more personal and confidential conversation to find a resolution.

Learn from the feedback:
Use negative reviews as an opportunity to identify areas for improvement in your hostel.
Analyze the feedback and make necessary changes to enhance the guest experience.

Monitor and track reviews
Regularly monitor online review platforms and social media channels to stay aware of
new reviews. This allows you to respond promptly and address any emerging issues.
Remember, handling negative reviews professionally and promptly can demonstrate your
commitment to guest satisfaction and help maintain a positive reputation for your hostel.
.