Responding to online praise simply makes sense for hotels as members of the hospitality industry, writes hospitality consultant Carla Caccavale. In addition, it provides an opportunity to build the hotel's image online. "We're in the hospitality business, and that means we have to be hospitable in person and online. Ignoring a glowing review is really no different than a staffer giving a guest the silent treatment in person," Caccavale writes.
Published in Brief: