When negative online reviews threaten to take a toll on your hotel's reputation, there are key ways to go on the offensive and win back guests' loyalty -- and their online praise. Some keys to the strategy include being remarkable -- meaning offering service that guests truly remark about online; being upfront about encouraging guests to write favorable reviews if they had a good experience; being scrupulous; monitoring your reputation; and converting disgruntled guests into advocates by handling their complaints with ingenuity.

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