Question: Lets apply our learning about dealing with customer complaints. Look at the new hotel reviews on the Overlook Lodge site to see what the guests

Lets apply our learning about dealing with customer complaints. Look at the new hotel reviews on the Overlook Lodge site to see what the guests are thinking and feeling about their stay at Overlook Lodge.

1. Determine which three (3) reviews you would respond to and why.
It's not possible to respond to each and every review. You should typically respond to online reviews that meet three criteria. First, the review needs to be specific--not just a general complaint. Second, the review should touch on something we can realistically try to solve. Third, the review should be about something that most guests would be concerned with.

2. Choose one (1) of the complaint reviews and write a response.

If you were in charge of online marketing for this business, how would you respond to your chosen review? Draft up a response. Take into consideration this week's content and use the direct approach.

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