When guest feedback appears online, what is recommended?

• A. Acknowledge, apologize if appropriate, offer to resolve offline, and escalate to management as needed
• B. Refuse to respond
• C. Blame the guest
• D. Delete the comment

Answer: (A)

When guest feedback appears online, respond in a constructive and professional way that shows you heard the guest and are taking action. Acknowledge the issue, apologize if appropriate, offer to resolve the matter offline, and escalate to management as needed. This approach demonstrates empathy, accountability, and a commitment to fixing the problem, while moving complex or sensitive issues into a private channel where details can be gathered and addressed without public back-and-forth. It preserves goodwill and trust with the guest and with others who read the response.

Other approaches fall short because they ignore the guest, assign blame, or remove the opportunity for resolution. Refusing to respond leaves concerns unaddressed; blaming the guest escalates conflict; deleting the comment avoids accountability and can damage credibility.