Question: 1. What steps do you recommend a hotel take when dealing with a negative online review? 2. Do you use online reviews when choosing a

1. What steps do you recommend a hotel take when dealing with a negative online review?
2. Do you use online reviews when choosing a hotel or restaurant? Do you tend to write online reviews?
Trip Advisor offers a review system for major travel partners and other travel-related businesses. Its community of travelers influences opinions and behaviors around the world. This case discusses options for handling negative reviews. Most marketers agree that listening and responding is the best strategy.

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