Using Facebook to engage with guests – a cautionary tale
Those in hospitality thinking that Facebook may be a viable alternative to TripAdvisor might like to delve deeper into this story (Warning! Not for the faint of heart or those offended by bad language):
Points to remember:
- Facebook is a recurring two-way street, unlike TripAdvisor the ‘reviewer’ can comment multiple times
- Anyone else can join in: friends of the ‘reviewer’, any online passers-by
- Stories like this have a habit of spreading backwards to more conventional media, in this case to TripAdvisor
Somewhat bizarrely, despite all this, there are still 7 ‘Speciality lodgings’ in Glasgow ranked worse than Bluesky!
Our (narrow) take on Facebook and other social media…
If you want to attract gushers and ranters, then social media is fine; if you wnat to know what your serious customers think, then you need to give them a channel where they can comment in private (and be assured of getting a response).