8. Responding to Negative Social Media Posts. As the assistant manager of the Grand Superior Hotel, you are responsible for monitoring social media feeds and responding to both complaints and positive feedback. This morning, you came upon the following review, and you must now respond appropriately. The Grand Superior is a boutique hotel, not part of a chain. The manager insists that complaints be dealt with on a case-by-case basis.

CUSTOMER REVIEW

The Grand Superior... not grand, not great had a disappointing stay here three days ago. I'd expected a lot better service and facilities-the free WiFi I'd been promised, a state-of-the-art business centre, a swimmable pool, and a fully equipped gym. At check-in I was told there'd been a problem with my reservation. I showed them my booking confirmation on my phone guaranteeing me a conference rate S50 less than the standard rate, Apparently, the guaranteed-rate room was gone. I ended up paying over $200 more than I'd expected for the 4-night stay. No apologies from the staf, I was told that this was the last room at the hotel-take it or leave it. There were other issues. The wifi password I got didn't work. I went to the Business centre but closed at 4 p.m. If it hadn't been for a colleague there, who let me use the wifi in his room, I would have been stuck and forced to cancel my presentation. I was stressed at that point. A workout would have been nice, but both the gym and the pool were closed for repairs. I hadn't heard about this when I registered. Because of the mix-up with my reservation no one knew about my dietary restrictions. I ended up eating a scallop (I'm allergic to seafood) and that meant a trip to the emergency room. I managed to give my presentation but the conference was a washout because of how sick I felt. All the front desk staff could suggest was taking some antacids. I hoped I might get a rebate or refund when I checked out but no such luck. The beds are comfortable here and the rooms have spectacular views but I'm glad this is the only time I'll ever have to stay here.