Name: Desiree Mae Angel C.

Baldonado Date: October 08, 2022

Section: HRS 201

CASE STUDY: CORINTHIA HOTEL LONDON

QUESTIONS:
1. How did Corinthia Hotel London treat customer feedback?
Based on the article, Corinthia Hotel London treats customer feedback as
a very important factor that them improve their services and enhance their
reputation by responding as quickly as possible. Positive feedback is treated as
awards for doing excellent work while negative ones are being handled
immediately with amends offered.

2. Explain the implications of fast response to customer complaints on the hotel’s

reputation.
Fast response to customer complaints will make their clients feel that the
establishment is more reliable and well-grounded than other hotels. This is a
good gesture especially if the clients are in generations X and Y wherein people
tend to seek solutions quickly to their problems.
Aside from that, an increase in the number of customers would greatly be
possible if a fast response is done. It will preserve and improve customer
retention and trust in the hotel.

3. After receiving negative feedback from an unsatisfied guest, can you win the
guest back? How?
Yes, I can. One thing I think is possible to win a guest back is by calmly
handling the situation, giving the hotel’s apology first, taking the fault, giving them
amends, and assuring them of not repeating the same bad experience they have
had before. Do not just say it, do it. Do not proffer false hopes to your clients
again. Always apologize, be patient, and be kind, and you can win the guest
back.

4. Did online reviews make it easier for Corinthia Hotel London to gain customers?
How?
The article mentioned that good reviews online are more powerful and can
easily attract customers to try the services or products in the said hotel rather
than trying advertising and marketing because it came directly from old
customers whose experiences were genuine, unlike the advertising which is a
little skeptical since we all know that sometimes what we see online isn’t as good
as we expected.