How should I respond to guest feedback?

I received some feedback from a guest, and I'm not sure how to respond. What should I say?

It's important to acknowledge the feedback first. You could say, 'Thank you for your feedback, we appreciate your input.'

What if the feedback is negative?

For negative feedback, express empathy. You might say, 'I'm sorry to hear that your experience wasn't up to our standards. We value your feedback and will work to improve.'

Should I offer something in return?

Offering a gesture, like a discount or a complimentary service, can help rebuild trust. Just ensure it's appropriate for the situation.

How can I encourage more guests to leave feedback?

You can encourage feedback by sending follow-up emails after their stay, or by providing a feedback form at checkout.