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BENCHMARKING, RESPONSES TO GUEST IN SOCIAL MEDIA. 

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BENCHMARKING, RESPONSES TO GUEST IN SOCIAL MEDIA. 

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We can observe different luxury hotels in Madrid, with different reviews published by customers referred their experience on TripAdvisor and Website, with the response that corresponds to each one, where we observe:

-Type of language used.

-Type of Vocabulary used.

-Prominent expressions.

Rosewood Villamagna, Madrid.

Mandarin Oriental Ritz, Madrid.

Four Season, Madrid.

Edition Madrid.

Santo Mauro Luxury Collection, Madrid.

JW Marriot, Madrid

The Westin Palace, Madrid.

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The website does not show published reviews, from Tripadvisor we could mention 4 reviews. 

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Rosewood Villamagna, Madrid. Answer reviews generically that affect positively, and those that affect negatively.​

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Positive review, TripAdvisor: Answered by Mr.. Charles L Morris, General Manager.

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Mr. Juan C, conveys his wonderful experience :​

"We spent two wonderful days"  and his satisfaction.​

"We will come back and recommend it".​

​

The General Manager Mr. Charles L Morris, gives the appreciation replying in formal and standard language using an elegant vocabulary.​

​

" Many thanks for your kind review".

​

Adding an elegant  motivating phrase " Your words increase our desire to exceed all your expectations".​

​

Ends with mention again:​

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"We are very happy that you enjoyed your experience with us and we hope that whenever you consider Rosewood Villamagna your home in Madrid"​

​

Involving clients who come back and spend the stay with them and showing gratitude. ​

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Positive review, TripAdvisor: Answered by Mr.. Charles L Morris, General Manager.

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The second review with positive impact:​

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The second review with positive impact:​

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Ms. Jessica Baumgartner, convey that it was all of his charm.​

​

"Everything was 10/10" .​

She  adds from her perspective that they could improve.​

​

"Where would I improve?" ​

​

"My bedroom got a little hot in the middle of the night even with the air on".​

​

Hotel’s General Manager, Mr. Charles L Morris, responds with appreciation to the comment:​

​

"Thank you for having taken the time to share your experience"​

​

We can observe a used of formal language in this comment.​

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At the same time, does not express anything about the customer’s suggestion towards improvement.​

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Mr. Charles L. Morris, tells them that they are expecting to be back soon.​

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Negative review, TripAdvisor : Answered by Mr. Charles L Morris, General Manager .

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Mr. Markinlala, convey his dissatisfaction with his stay:​

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"The hotel is very old and outdated" ​

​

"The check-in experience was also very mediocre and there is nothing in the room to welcome you, no wine, no chocolates or anything ". ​

​

In this situation, the  General Manager Mr. Charles L Morris, apologizes:

​

" I am sorry to hear about your experience"​

​

Uses formal but severe language  " We are usually known for our exceptional attention to detail and regret that we have failed on that occasion". ​

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Adds "That it was a pleasure you spend time with you at the time of check out on listening to various comments share" and shows the interest of hearing feedback for daily improvement "​

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" It is with these that we continue to improve and strive to provide a consistent and excellent service in all areas at all times" ​

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Ends apologizing for the situation again. ​

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" Although I regret not to alter the outcome of his experience on this occasion, I make him extend it again in all sincerity"​

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Negative review, TripAdvisor : Answered by Mr. Charles L Morris, General Manager .

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The second review with negative impact:​

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The second review with negative impact:​

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Ms. Barbara, expresses her dissatisfaction:

The lack of knowledge of the waitress about the types of tea.​

​

"The waiter did not know if there was red tea". ​

​

High cost “ Really expensive". ​

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The General Manager Mr. Charles L Morris, answered with formal language and appreciation for the feedback ​

"Thank you so much for taking the time to share your opinion with us"​.

He apologizes and asks them for another chance to be satisfied. ​

"We would appreciate it if you gave us another chance and can be sure that we will try to do everything possible to make your experience in our hotel as excellent as many guests have already had the opportunity to enjoy." ​

Formal language of gratitude and same severe expressing:​

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" Many guests have already been able to enjoy it"​

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The website does not show published reviews, from TripAdvisor we could mention 4 reviews. 

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Mandarin Oriental Ritz, Madrid. Answers reviews generically that affect positively, and those that affect negatively.

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Positive Review, TripAdvisor : Answered by Marketing Team.

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Mr./Ms. Carinaltac, conveys:​

His good experience "Service Unsurpassed".

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Details "A very nice detail is that each cushion cover had our initial".

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The Marketing team at Mandarin Oriental Ritz, Madrid express gratitude:

​

Use formal language and precise vocabulary .​

"Thank you for always choosing us and for sharing your opinion about Mandarin Oriental Ritz, Madrid"

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"We are glad to hear that you have been treated exceptionally by the entire hotel team and that your expectations were exceeded".

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"We look forward to having the immense pleasure of welcoming you back soon" expressing the satisfaction that reflect to the team.​
​

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Positive Review, from TripAdvisor : Answered by Marketing Team.

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Ms. Natalia V, expresses happiness at her stay .

"This hotel as a whole is elegance to superlative". ​

The marketing team at Mandarin Oriental Ritz, Madrid uses a formal language and vocabulary of gratitude and happiness for the positive experience of our guests.

"Thank you so much for choosing us and sharing your opinion about our hotel.

​

"We are happy that you enjoyed your experience with us and thank you for the kind words towards our colleagues"

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Negative Review, from TripAdvisor : Answered by Marketing Team.

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Mr. Alejandro transmits:

That they started having, a good experience and left with a bad perception. ​

"The person who attended us at first was very friendly and took good care of us. Now, we end up with a very bad taste in the mouth because of the embarrassing  and lamentable attitude of one of the waiters"​

In this situation the Mandarin Oriental Madrid Marketing team, answer:​

​

Saying apologies using a formal and standard language, with a precise vocabulary, ​

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"We are sorry to hear that we have not been able to meet your expectations. We would have liked you to have a better experience in our hotel and that is why we took cream to improve".​

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Negative Review, from TripAdvisor : Answered by Marketing Team.

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The second  review with negative impact:​

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The second  review with negative impact:​

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Ms. Irene N.  conveys her dissatisfaction with her stay:

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"As others have indicated, the staff is mostly incompetent".

"When we arrived (late at night) we learned that the hotel had canceled our reservation although the others we were traveling with still had their reservation".​

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The Mandarin Oriental Madrid marketing team responds to this by saying:​

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"We sincerely appreciate your feedback".​

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Using formal and correct language.  Expresses importance, valuing customer feedback and apologizing for the situation. ​

​

"We value any feedback as it is critical to our continuous improvement process. We strive to provide exceptional experiences, and regret that we did not meet your expectations on this occasion". ​

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They end by adding:​

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"We look forward to the opportunity to welcome you back and reverse your perception"​

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Transmitting will do everything on their part to have a wonderful hotel experience.

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The website does not show published reviews, from TripAdvisor we could mention 4 reviews. 

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Four Season, Madrid. Answer reviews generically that affect positively, and those that affect negatively.​

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-Positive review, from TripAdvisor: Answered by : Ms. Luisa de Beni, Customer Service/Reception .

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Mr Jason K, convey:​

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"This is the first time we’ve stayed at a Four Seasons in a major city and it didn’t disappoint".​

" This hotel is truly something special". ​

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Ms. Luisa de Beni, Customer Service/Reception.

​

Responds with a formal language using technical vocabulary, reflecting appreciation to the guests.​

​

"It’s fantastic to know that our location, amenities like the rooftop terrace, and overall experience exceeded your expectations". ​

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"We are honoured to have been part of your first Four Seasons experience in a great city, and we are delighted that you have left such a positive impression “.​

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Positive review, from TripAdvisor: Answered by Ms. Lorena Gonzalez Customer Service.

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●Ms. Monserrat A. Cuevas, conveys her wonderful experience at the hotel:

●"One of the best hotels out there!"

●"Super thoughtful details in each room, excellent treatment, the Dani terrace is delicious and with beautiful views of the city. The pool in the spa just as amazing.very highly recommended!"

●Ms. Lorena Gonzalez Customer Service/ Recepction, answer the review:

●She uses a formal language, a specific and standard vocabulary.

●Where she express grateful to the feedback and gives the reason to the client.

● She ends by saying that they hope you will come back.

●"First of all, thank you for sharing your experience with us on TripAdvisor, as you mentioned, both Dani on the roof terrace and our wonderful SPA are two jewels that make our hotel a unique place, we are very happy that you enjoyed your visit so much and we hope to welcome you back very soon!"

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Negative review, from TripAdvisor: Answered by Ms.  Lorena Gonzalez, Customer Service/Reception.

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Ms. Lu, expresses:​

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"Horrible treatment for people who want to visit the roof bar. Horrible treatment by staff for us who wanted to visit the roof bar."​

Ms. Lorena Gonzalez, Customer Service/Reception, responds to the review using a formal language, a vocabulary that conveys the importance of this feedback.​

"We are very sorry to read these lines".​

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"We would love to know more about your experience so that we can understand where and when it could have happened,  we are willing to solutionate "

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-Positive review, from TripAdvisor : Answered by: Mr. Camino Diaz, Customer Service/Reception at Four Seasons Madrid Hotel.

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The second review with improvements needed:

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The second review with improvements needed:

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Ms, Sandy, conveys that had a good experience, need to make improvements.​

"Some necessary improvements"

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"Toiletries seemed to be bought for few euros in some low-end market-no brand or luxury present as expected".

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Adds the positive side of her experience​.

" The breakfast area is great with super gastronomic options both à la carte and in the buffet area. The hosts and the waters are super friendly and attentive to details. Truly an amazing experience".

​

Mr. Camino Diaz, Customer Service/Reception, responds:​

Using formal language and a vocabulary of appreciations.

"Thank you for taking the time to give us your opinion, we really appreciate it and take it into consideration"​.

Apologizes for the inconvenience caused .​

"We apologize for the extended check in time, problems with food in the lobby, and the disturbance of neighbouring guests".

​

"Your comments on the condition of the room and amenities are taken into account and will be addressed"

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Makes it known that feedback is very important to the team.​

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​The answers of the reviews published on the Website are not shown. We could mention 3 reviews from TripAdvisor.

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The majority of the responses to reviews published on TripAdvisor are focused on addressing the negatives reviews and points to improve.

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-Negative review, from TripAdvisor : Answered by Ms.  Isabel Luque Parrales, Director of Rooms.

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The  first review with negative impact:​

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The  first review with negative impact:​

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Mr. Nishel S. expresses his dissatisfaction:

"DISGRACEFUL, DISRESPECTFUL & BAD SERVICE. DO NOT STAY "​

​

“This hotel was not up to a standard of even an Aloft let alone an Edition property”.​

​

Ms. Isabel Luque Parrales, Director of Rooms, responds:​

Using formal language and standard, shows gratitude to the feedback, and apologizes for what happened.​

Shows interest to what happened, offering the client to contact her to better understand the situation and not to let it happen again.​

"If you would be so kind and have the time, I would love the opportunity to speak with you to understand what more we can do".​​

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Negative review, from TripAdvisor : Answered by Ms.  Isabel Luque Parrales, Director of Rooms.

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Ms. Sarah D, conveys:​

"The hotel itself is fabulous’ adds her experience with the Valet team ‘However, the valet team parked our car and caused huge damage to one of the wheels". ​

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"We are really very disappointed to have been ignored for over 1 week with no response or acknowledgement of what happened to our car".​

‘I would not recommend leaving the car with the valet team’.​

​

Ms. Isabel Luque Parrales, Director of Rooms, responds to the review:​

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Using formal language with a vocabulary of apologies for what happened and thanks for having contacted her. ​

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I am truly sorry that we have not acted on your request, especially when it relates to such a sensitive matter.​

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She ends by expressing her concern about the situation , showing interest and wanting to make a solution:

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" I am currently investigating with my team to understand what happened and what action has been taken and I will contact you directly as soon as possible."​
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Negative review, from TripAdvisor: Answered by Ms.  Isabel Luque Parrales, Director of Rooms.

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Ms. Sarah H, expresses the positive side of her stay and the points that she found to improve :​

"Pros: Warm and friendly staff. Beautiful interior design. Good rooftop area. The food offered was very good. Great location in the heart of Madrid".​

​

"Cons: The room was not ready in time for check-in. The restaurants and disco/lounge advertised were closed, which we were not informed about before our stay. No elite member benefits were offered at the Marriott Bonvoy Platinum.  ​

Ms. Isabel Luque Parrales, Director of Rooms responds:​

​ In a way and with a wide vocabulary,  showing gratitude and interest, giving support also towards the points to improve ​

"Thank you for choosing to stay at The Madrid Edition and for your generous comments about our team, as well as the hotel’s location and amenities.

"We are committed to improving our guests experience and will take your recommendation into account".​

" We look forward to welcoming you soon and sharing the improvements we are making on the basis of your valuable contribution".​

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We can mention 4 reviews, from TripAdvisor and from the website. 

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In TripAdvisor, there are very few reviews with answers, and mostly response those with points to improve and few response in these years. And from the Website there are very few published answers from Santo Mauro, Madrid side.

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Positive review, from TripAdvisor : Answered by Ms. Covadonga Perez, previous Front Desk Manager.

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Ms. Luan Dave, conveys her wonderful stay .

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" Extra thanks also to the room service staff-we appreciate your excellence".

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"A very special place".​

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Ms. Covadonga Perez, previous Front Desk Manager, answers the review:​

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Using a formal language, precise and cordial vocabulary where she expresses:​

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"We appreciate your business and value your comments". ​

"Your comments have been shared with the hotel topic critically to understand how we can continue offering optional service to guests like you."​

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Positive review, from TripAdvisor: Answered by Ms. Amaia Echevarria Fernandez, The previous General Manager.

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The  second review with positive impact  from Website:

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The  second review with positive impact  from Website:

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Mr. David C, expresses his pleasure in the hotel and mentions some points to improve. ​

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"Great place, good staff, lack of attention to details". ​

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Ms. Amaia Echevarría Fernandez The previous General Manager, responds to the review:​

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Using  formal language, regrets the inconvenience and apologizes. ​

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“I have learned that the service received during your recent stay has not met your expectations”. ​

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“For this, I sincerely regret"​

Shows interest in knowing more about what happened to prevent for the future.​

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"The experience you describe is not characteristic of the level of service our partners strive to provide".​

"I would love to have the opportunity to hear more about your recent stay in an effort to prevent this problem from occurring in the future".

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Negative review,  from Website: Answered by Ms. Covadonga Perez Front Desk Manager.

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Ms. Margo Black, conveys her dissatisfaction to her stay.

"A very mediocre room".​

Ms. Covadonga Pérez, Front Desk Manager, responds to the review:​

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Using a formal, standard language showing appreciation to the feedback.​

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“First of all, thank you for choosing the Santo Mauro, a Luxury Collection Hotel, Madrid for your stay in Madrid".​

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She apologizes to the situation and tries to improve it :​

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"We are sorry that you did not like the room we assigned. We thought you’d like us to make an improvement".​

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Negative review, from TripAdvisor : Answered by Mr. Fernando Nuñez, General Manager.

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Ms. Ana Milena, conveys his not good experience:​

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"We tried to have a drink on the terrace the manager did not even let us talk everything is for the guest"​

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Mr. Fernando Nuñez, General Manager, answers the review:​

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Using a formal language, using a precise vocabulary and assinged customer feedback, transmitting:​

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“I appreciate your bringing this to our attention. I will share your message with the F&B leadership team."

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From TripAdvisor, there are no reviews with published answers . From the Website, we mention responses of reviews that had impact negative and positive.

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Positive review,  from the Website: Answered by Ms. Lydia Contreras Assistant Front of House Manager.

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Mr. Jacob K, expresses his appreciation to his experience in the hotel.

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"The best stay in Madrid in the best property. Overall, one of the best stays I’ve ever had at a Marriott hotel. It made me feel important, cared for and expensive. I love feeling like this. The location was" ​

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Ms. Lydia Contrera, Front of House Manager’s Assistant, answers the review:​

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Using a formal language, clear vocabulary and shows gratitude to the feedback.​

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"We are delighted to know that you enjoyed your stay and felt satisfied with our hotel, staff, furniture and location".​

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"We are happy to know that you enjoyed our serene space, JW Garden".​

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Positive review, from the Website: Answered by Lydia Contreras Assistant Front of House Manager.

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Mr. Eric, conveys his pleasure about your experience:​

"Luxury boutique experience in a perfect location".​

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Ms. Lydia Contreras, Front of House Manager’s Assistant, responds to the review:​

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Using a formal language, clear, shows appreciation and happiness at the customer feedback. ​

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"Thank you for sharing your experience at the JW Marriott Hotel Madrid during your stay in the city”.​

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“We are delighted to hear that you enjoyed your stay and were satisfied with our hotel, especially the gym as well as the location and service"

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Negative review, from the TripAdvisor : Answered by Ms. Lydia Contreras, Front of House Manager’s Assistant.

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Mr./Ms. MMD, conveys his dissatisfaction:​

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"Multiple failures in service delivery.” ​

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Ms. Lydia Contreras, Front of House Manager’s Assistant, responds to the review:​

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Using a formal language, clear vocabulary,  being grateful for the  feedback, and apologizing for the experience that had the guest. ​

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" I recognize that your time is valuable and appreciate the feedback you have provided" where you want to improve future experiences. ​

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" I trust that these necessary steps will ensure that your unfortunate experience is an isolated incident".​

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Negative review, from the Website: Answered by Ms.  Guadalupe Muñiz, Front Desk Manager.

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The guest, expresses his displeasure at the experience, that had in the hotel:​

" I do not recommend this accommodation. Lack of attention from staff, electrical problems, poor service". ​

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Ms. Guadalupe Muñiz, Front of House Manager, responds to the review:​

Using a formal language and clear and professional vocabulary, thanking client for the feedback, apologizes for what happened, and shows interest in sharing this feedback to be able to prevent these situations.​

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" Providing the highest level of hospitality is our number one priority and I sincerely apologize for not meeting your expectations". ​

"We would like to share your comments with the appropriate management team to ensure that the necessary guidelines have been established and are reviewed to prevent this situation from occurring in the future".

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We can observe 4 reviews from TripAdvisor and Website.

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From TripAdvisor side, we find responses positive reviews and those that affect negatively.

From the Website, we can see that both positive and negative reviews are answered.

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Positive review, TripAdvisor: Answered by Ms. Paloma Hidalgo Director of Rooms.

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Mr. Artimini, conveys his happiness and pleasure and personalized treatment to its celebration.

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"We were updated and we received a welcome of champagne and macaron in honour of our honeymoon A special gift".

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" Thank you for making our stay so lovely".

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Ms. Paloma Hidalgo Director of Rooms, answers the review:​

Using a formal language, a professional and elegant vocabulary, shows importance and interest in the customer’s comment. ​

"Thank you so much for choosing us for this special occasion and congratulations on your honeymoon!

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“We are delighted that you enjoyed your stay with us and that the renovation did not affect your experience.”

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Shows the guest’s interest to the point of improvement.​

“On the other hand, I take note of your comments about the shower to share with our engineer and solve the problem".

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Positive review, from Website:  Answered by Ms. Paloma Hidalgo Director of Room at The Westin Palace, Madrid.​​

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​Ms. Ivy, conveys the pleasant stay at the hotel.​

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“Absolutely stunning view of this Converance hosell to anywhere" ​

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Ms. Paloma Hidalgo, Director of Rooms, responds to the review:​

​

Conveying gratitude for the feedback, and happiness that it has brought to the team,  see that they have exceeded their expectations.​

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"We appreciate the time it took us to write this review.​

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"I have shared your amazing feedback with our partners to celebrate that we have exceeded their expectations with the service they provided".

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Negative review, from TripAdvisor: Answered by Ms. Paloma Hidalgo Director of Room at The Westin Palace, Madrid.

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Mr. Paolo, transmits the points to improve:​

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"The check-in was smooth but very cold without any information about the property (major renovation works are being carried out). ​

“I was "upgraded" to a refurbished executive room that was decent but certainly not spacious (we didn’t know where to put the second suitcase) nor had balcony as requested when booking (2 months before!). ​

​

Ms. Paloma Hidalgo, responds to the review:​

​

Using a formal, professional language, and  clear vocabulary, being grateful to the feedback, and apologizes for what happened, offers the client to contact her so that you can improve the situation and not happen again.​

​

I fully understand your disappointment with the inferior service received and have shared your experience with the entire hotel team to learn from it and take immediate steps to improve the quality of service.​

“Please feel free to contact me at thepalacemadrid@thepalacemadrid.com to send me your stay details to follow up with the promised compensation”.​

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Negative review, Website: Answered by Ms. Paloma Hidalgo Director of Room at The Westin Palace, Madrid.

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Ms. Taylor, conveys that she didn’t have the best experience detailing.​

"They along with the cold stone receptionists gave some vibe that felt very unwelcoming.​

​

Kind of fun to watch this strange phenomenon but definitely not so nice to experience first-hand"

Adding positively "The guest service staff was the only friendly face we saw"​

Ms. Paloma Hidalgo, Director of Rooms, responds to the review,​

​

Mainly thanking that he shared his experience.​

​

"Thank you for your opinion and honest feedback regarding your stay".​

Apologizes for what happened, shows interest and commitment to the customer in order to give better experiences. ​

​

She kindly offers to contact her so that we can help you in more detail.​

​

“It is with obvious concern that I have read your experience and, first of all, please accept my apologies for the inferior service received.​

“I understand your disappointment and please feel free to contact me at Paloma. hidalgo@thepalacemadrid.com to share more details of your stay”.​

​
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I hope with this BENCHMARKING (RESPONSES TO GUEST IN SOCIAL MEDIA). We could better understand how the different Luxury Hotels in Madrid, respond to the Guest Review in Social Media and how can we take this as reference in order to improve for the Brand Convexion.

The Westin Palace, to The Luxury Collection Brand.

Having all majority the same structure to answer the reviews:

Being the correct way:

Showing appreciation to the feedback and for the Membership Loyalty.

Showing interest to what occurred, if is a specific situation, (honey moon) we have to mention and detail.

In case that the review has a negative impact, if exist different inconvenience of the same department, instead of mention each one, we collect for department and we personalized and detail the answer.

Showing interest and dedication to this inconvenience mentioned previously, and looking forward for a solution, and report to the Managers to take action.

In case that the review has a positive impact, we show the happiness to the dedication of the guest to share the feedback with us, and we share this with the associates in order to celebrate it, and in case that has mention in particularly to the employee, we mention it.

Finding, expressing again appreciation and we looking forward to welcoming again soon.