In a hotel social media manager's shoes: Answering positive and negative feedback (samples)

The following are sample hotel reviews, which I am answering for a class assignment as if I were the hotels' social media manager. I do not actually work for either of these companies.

Dear Travelwith3kiddos,

We're so happy to have had you with us not once, but twice! Thank you for choosing Hyatt Regency Orlando and for taking the time to tell us about your stay.

Mother nature certainly throws our pool maintenance team a curve ball from time to time -- but from the the hotel's three pools to our full-service spa to your comfy bed, our Hyatt family strives to exceed your family's expectations. We hope you'll be back soon, and we hope you won't see a single unsatisfactory thing. But if you do, please don't hesitate to report it to the front desk right away. We want to know if there's anything we could do to make your stay better, and we want to do it as soon as possible.

Corey Crawford is the culinary genius behind the B-line Diner, and we'll be sure to give your compliments to the chef. Cappricio Grill is now Fiorenzo Italian Steakhouse. Fiorenzo's open kitchen allows you to enjoy the creation of your steak, seafood, pizza or pasta dinner as well as the taste. Reservations are required at Fiorenzo, which ensures that guests won't wait to be seated due to walk-ins.

During your stay, we do our best to keep your car happy and safe in our covered parking areas, and we're glad to hear that you were pleased with our shuttle service. If you bring your family back between now and Dec. 30, 2014, be sure to check out our "Park and Ride" package (http://orlando.regency.hyatt.com/en/hotel/offers/offer-detail.html?offerId=52945012). You'll get complimentary hotel valet for one car, plus five I-Ride Trolley tickets per night during your stay.

Thanks again for your stellar review, and please let me know if I can answer any questions for you about Hyatt Regency Orlando. We hope to see you soon!

Sincerely,

Julie McKinney
Social Media Manager
Hyatt Regency Orlando

Dear Luv2TravelWithHubby,

I hope you'll accept our deepest apologies for not making your 10-year high school reunion the enjoyable experience it should have been. Your room should have been ready at 4 p.m., and your bed and towel requests should have been honored when you asked the first time. Your room and our grounds should have been in tip-top shape, as well, and we regret that this was not so during your visit.

We would love to host you and your husband at Hilton Fort Lauderdale Marina again -- and this time, we'll blow you away with our service. Please email me at julie@hilton.com, and I will be happy to help you book your next stay at a discounted rate. Take advantage of our hotel's concierge services to book tours and visits to the best attractions in the area. We'll get you set up to go on a snorkeling adventure, play a game of golf or explore the Everglades on an airboat excursion. Without even leaving the hotel, you can enjoy an outdoor heated pool, full-service spa and fitness center. After a full day of fun in Fort Lauderdale, we'd love to have you join us for dinner at Nanking or The G. (Peruse the menus here: http://www.fortlauderdalemarinahotel.com/activities-en.html)

Thank you for your constructive criticism, and I hope you'll give us a chance to redeem ourselves and win your confidence in Hilton Fort Lauderdale Marina.

Sincerely,

Julie McKinney
Social Media Manager
Hilton Fort Lauderdale Marina