Purpose
To manage the hotel’s online reputation and learn from guest feedback.
Scope
Covers reviews on travel and map platforms and social media.
Responsibility
Marketing Manager monitors; General Manager approves sensitive replies; HODs act on feedback.
Detailed procedure
- Check the review platforms daily and log new reviews.
- Thank guests for positive reviews with a personal reply.
- Reply to negative reviews politely within 24 hours, without sharing private details.
- Invite the guest to contact the hotel to resolve the matter.
- Share the reviews with the departments concerned.
- Review themes monthly and track improvements.
Standards and guidelines
- Replies are courteous and never defensive.
- Guest privacy is protected in all replies.
- Fake reviews are reported to the platform.
Required records and documentation
- Review log
- Reply templates
- Monthly review analysis
Related images
Document control
| Reference | MK-SOP-003 | Version | 1.0 |
|---|---|---|---|
| Department | Marketing | Review cycle | Annually |
| Effective date | Next review | ||
| Prepared by | Approved by |
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Read SOP guideThis SOP is a template for operational planning and training. Adapt it to your property, local law and approved emergency plans.