THE PERFECT RESPONSE TO ANY GUEST SURVEY
Here are a few tips to consider when replying to guest surveys:
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BE PROMPT! You always want to respond to the guest within 24 hours.
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BE PERSONAL! Always use the guest name and include specific details about their stay.
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BE APPRECIATIVE! Always thank the guest for there business.
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PROVIDE A RESOLUTION! Always include some type of resolution in the email.
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STAY PROFESSIONAL! Self explanatory
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Last but certainly not least FOLLOW UP!!!!! It is not over until the issue is resolved!
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1
Guest Unhappy with Housekeeping Service
Dear [Guest's Name],
Thank you for taking the time to share your feedback following your recent stay with us. I am truly sorry to hear that the cleanliness of your room did not meet your expectations. Providing a welcoming and spotless environment is our top priority, and I apologize for falling short on this occasion.
Please know that we are taking your comments to heart, and I am addressing this with our team to ensure that our standards are consistently upheld. Your comfort and satisfaction are incredibly important to us, and we hope to have the opportunity to welcome you back and provide you with the exceptional experience you deserve.
If there is anything more I can do for you, or if you'd like to share any additional details about your experience, please feel free to reach out.
Warm regards,
[Your Full Name]
[Your Position]
2
Guest Unhappy with Food
Dear [Guest's Name],
Thank you for sharing your feedback about your recent dining experience with us. I am truly sorry to hear that the food did not meet your expectations. We strive to provide delicious and memorable meals, and I apologize for falling short in delivering that during your stay.
Please know that your feedback is invaluable to us, and I have shared your comments with our culinary team to ensure we continue to improve and better serve our guests. We would love the opportunity to welcome you back and provide a dining experience that reflects the high standards we are known for.
If there is anything more I can do to address your concerns, please do not hesitate to reach out.
Warm regards,
[Your Full Name]
[Your Position]
3
Guest Unhappy with Check-in Process
Dear [Guest's Name],
Thank you for taking the time to provide feedback on your recent stay. I am very sorry to hear that your check-in experience did not meet your expectations. We understand that the check-in process sets the tone for your entire stay, and I apologize for any inconvenience or delays you may have encountered.
Your comfort and satisfaction are our top priorities, and I have shared your comments with our front desk team to ensure we improve and provide a more seamless experience for our guests. We hope to have the opportunity to welcome you back and provide a smooth and welcoming check-in experience.
If there is anything further I can do to address your concerns, please don’t hesitate to reach out.
Warm regards,
[Your Full Name]
[Your Position]
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Final Thoughts
These examples will help you effectively address your guests' concerns and create opportunities to welcome them back in the future.
