So you think when you post on social networking sites only your friends are reading your comments? Well you are wrong. According to a recent article I read from The Wall Street Journal Many hotels and resort properties are trying to keep a good status and have begun to monitor what is being said on Facebook and Twitter. Some places are even giving previous guests whom did not have a good experience perks to come back and have a better experience the next time around.
If you want to increase the odds that your complaint will be heard, include the full name of the hotel and your real name.
For example, A 47 year old man by the name of Paul Heron used this complaint technique and was able to upgrade from a room with a view of air conditioning ducts to one overlooking the pool at the Orlando World Center Marriott Resort in Florida. Mr. Heron posted on his Twitter “At the Orlando Marriott World Center for RIM WES 2010 [a technology conference]. But I have the crappiest room in the hotel.” A front desk employee read this comment and went to Mr. Heron’s room and gave him an apology and offered him a better room.
This hotel alone has interacted with many of their future and previous guests on twitter and have even started handing out wine, milk and cookies, and better rooms to guests they know are coming because they interacted with them on Twitter in advance.
Many hotels now tell customers to interact with them through social networking sites instead of a front desk request. Hotels know that many travelers now use the Web—and specifically the reviews, blog posts and other online missives of past guests—to decide where to stay. About 41% of leisure travelers and 50% of business travelers say user reviews influence their travel decisions, according to a survey from comScore Inc., a firm that tracks online traffic, and Google Inc.
I personally have never tried using social networking sites to complain or connect with hospitality services until I read this article. I am about to go on a cruise in a few weeks and since I just created a Twitter account I decided to look up the hotel we are staying at before we get on our cruise in Ft. Lauderdale. Sure enough I explained my concern about getting a taxi from the hotel to the cruise port and what normally costs 30-50$ to take a taxi the hotel is providing a taxi for me and my family for free. I strongly consider in the future when planning travels to check some hotels and resorts out on twitter and facebook before your trip. Who knows, maybe you will save a few bucks just like I did!
Awesome post!!! I worked in the world of hospitality and tourism for a few years and can tell you just listening makes a world of difference. This really interests me that now properties are actually reading reviews on these networking sites and taking them to heart. Even while he was still in the hotel they went and upgraded him. That’s impressive. That really makes me want to start doing this also when I travel. Awesome news about the taxi too! So glad to hear that these networking sites have a real purpose too. I was starting to wonder there for a moment. Always good to hear positive reinforcement! Great and interesting post. Have a blast on your trip and let me know if you get anything else comped or free by using this way of informing! Really cool…..
Amy, I too read this article. Did it just blow your mind that this was happening and you hadn’t heard anything about it until now? I was stunned! But, like you said-it’s worth a try. I’m glad that you did it and it worked for the best for you. That is awesome news. It is nice to see that this form of media (social networking) is getting some attention – for the betterment. It’s interesting that you found the hotel on Twitter. I hadn’t even thought about it. I’m planning a vacation in the next few weeks as well, and though I read this article too- it didn’t even occur to me to try to find out the best place to go. I’m still narrowing down, but instead of my having to turmoil over which hotel I can afford or feeling as though I’m in the seat of- what can I do for them, it’s time for me to take the reigns and say- What can THEY do for ME! I love it when the public revolts for a good cause. Gives “Carpe Diem” a whole new look.
[...] Click here for a link to Amy’s blog Amy, I too read this article. Did it just blow your mind that this was happening and you hadn’t heard anything about it until now? I was stunned! But, like you said-it’s worth a try. I’m glad that you did it and it worked for the best for you. That is awesome news. It is nice to see that this form of media (social networking) is getting some attention – for the betterment. It’s interesting that you found the hotel on Twitter. I hadn’t even thought about it. I’m planning a vacation in the next few weeks as well, and though I read this article too- it didn’t even occur to me to try to find out the best place to go. I’m still narrowing down, but instead of my having to turmoil over which hotel I can afford or feeling as though I’m in the seat of- what can I do for them, it’s time for me to take the reigns and say- What can THEY do for ME! I love it when the public revolts for a good cause. Gives “Carpe Diem” a whole new look. Possibly related posts: (automatically generated)2010 AP Stylebook UpdateNow it’s websiteThrowing out the AP Stylebook (style book?) Posted by skred Filed in Blog Comments Leave a Comment » [...]
Amy,
I find this very interesting. Hotels that post on the internet have seen improvements with more guests. However, what concerns me is that since this guy post this article people will start taking advantage of hotel owners just to get “bang for their buck.” Everyone searches for a good deal and if they see a way that they can save money and get the best they will run it in the ground to the point where they would ruin it for the people who really need to see that improvement in the hotel. On the other hand, hotels posting on twitter and facebook are not a bad idea. It is a good source of information and it will bring awareness to the consumer.
Christen
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Amy- This is a helpful post! Although I am very aware that everyone uses instant communication through Twitter and Facebook for both business and social purposes, I did not know that companies are now extending customer service through social media. It is great to read that hotels recognize how their guests interact and that guests are probably more likely to complain about a bad room over a tweet or status update than to walk down to the front desk. Now the desk can come to you via social media. Actually, I just recently watched a podcast regarding how one man used social media in a similar manner and ended up reaping a few benefits.
[...] Commented on: “PR Connections- want a hotel upgrade?” by Amy Green on Agreen’s PR Blog. [...]