​

• 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:​

​

•  "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. ​

• 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.​

​

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

​

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

​

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

​

• High cost “ Really expensive". ​

​

• 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:​

​

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

  ​

​

• "The hotel is very old and outdated" ​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". ​

  ​

• 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 "​

​

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

  ​

• Ends apologizing for the situation again. ​

​

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

​

-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.

  
  

​

• "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".​

​

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

​

•  "We sincerely appreciate your feedback".​

​

•  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". ​

​

• They end by adding:​

​

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

​

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

• 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, ​

​

• "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".​

​

​

•  "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". ​

​

• 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". ​

​

• "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 “.​

​

​

• "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".​

  ​

•  "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 "

​

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

​

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

​

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

​

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

​

• " 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."​
  ​
  ​

​

• "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".​

​

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

​

• "A very special place".​

​

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

​

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

​

•  "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."​

​

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

​

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

​

• Using  formal language, regrets the inconvenience and apologizes. ​

​

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

​

• “For this, I sincerely regret"​

  
  

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

​

• "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".

​

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

​

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

​

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

​

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

​

​

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

​

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

​

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

​

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

​

• "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" ​

​

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

  ​

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

​

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

​

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

​

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

​

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

​

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

​

• “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"

​

• "Multiple failures in service delivery.” ​

​

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

​

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

​

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

​

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

​

• 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.​

  ​

• " 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".

​

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

​

• 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.​

​

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

​

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

​

• "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”.​

​

•  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”.​

​
​

●"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!"

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.