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The Review Clinic is Open

By Daniel Edward Craig
June 15, 2011

Has your property received a guest review that makes your blood boil or heart sing? Want to respond but not sure how to make it sound professional and sincere? Fear you might make things worse?
The review doctors are in.
Every month Daniel Edward Craig and Michelle Wohl will host a free, one hour Webinar devoted to your review questions. In each review clinic we will pick a handful of reviews submitted by hoteliers for discussion.
You’ll learn tips and techniques for winning over travelers with thoughtful responses to negative, positive and mixed reviews. We’ll show you how to strike the right tone, use effective vocabulary, and handle reviews that contain false information.
Here’s how it works
Register for the Review Clinic and submit a link to the review you would like to discuss on the program. If you review is selected, we will confirm your participation in advance of the live session. If you have already responded to the review, we will discuss how you did. If you haven’t responded yet, we will discuss the best way to respond. If you’d prefer to remain anonymous, just let us know.
Prefer to just listen in and learn from others? No problem. All participants will be muted save for those confirmed in advance as webinar guests.
The next Review Clinic is Tuesday, June 23rd at 9:00am Pacific Time.
Register here. (Even if you can’t make the call register for the event and we will send you a link of the recorded Webinar to view on your own time.)
About the hosts:
Daniel Edward Craig is a former hotel general manager turned online reputation management consultant. A prolific author and blogger, he is currently a featured speaker at TripAdvisor’s Master Class events.
Michelle Wohl is the VP of Marketing and Client Services at Revinate. Her articles about customer service and social media are published regularly on hospitality sites and on the Revinate blog (

Daniel Edward Craig is a former general manager turned hotel consultant specializing in social media strategy, storytelling, and reputation management for the lodging industry. He is the author of three hotel-based novels, a popular blog, and various articles about issues in the hotel industry. His new e-book, The Hotelier’s Guide to Online Reputation Management, is now available. Visit or email Twitter: dcraig.

Copyright © 2011 Daniel Edward Craig


Daniel Edward Craig

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Also See: Help with Yelp for Hotels / Daniel Edward Craig / June 2011

How to Optimize Your TripAdvisor Listing / Daniel Edward Craig / May 2011

Online Reputation Manager: the Newest Position in Hotels? / Daniel Edward Craig / April 2011

Guest Satisfaction Index: the Next Big Measure of Hotel Performance? / Daniel Edward Craig / April 2011

Social Networking or Social Notworking? Social Media as a Sales Tool for Hotels / Daniel Edward Craig / March 2011

Social Search, Video, and Nimble Marketing: Tips for Hotels from Google’s UK Travel Industry Manager / Daniel Edward Craig / March 2011

B&B or Big-Box? Social Media Stirs the Sleeping Micro-Giant of the Lodging Industry / Daniel Edward Craig / February 2011

Social Media and Storytelling for Hotels / Daniel Edward Craig / February 2011

A Round-up of Social Media and Reputation Monitoring Tools for Hotels / Daniel Edward Craig / February 2011

The Confidence to be Transparent: Why Accor Hotel Group Posts TripAdvisor Reviews Directly to its Website; An interview with Jean-Luc Chrétien, Executive VP Marketing & Distribution, Accor / Daniel Edward Craig / December 2010

A Positive Spin on Negative Reviews / Daniel Edward Craig / November 2010

Walking After Midnight: How to Avoid Being Bumped from Your Hotel / Daniel Edward Craig / October 2010

Why Everyone Gets a Hotel Room Upgrade... But You / Daniel Edward Craig / April 2008

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