‘There’s a roach in my room’… Stopping the online complaints going viral

Hotels should have a manager dedicated to dealing with complaints which surface on the internet on sites like Trip Advisor. That’s one of the findings from a University of Canberra study which examined the negative effects of adverse publicity on the internet. A swift response from a hotel offering a free night’s stay can turn around people’s view of the place. But travellers should also take the reviews with a pinch of salt, as they are not always written by genuine guests.