It is so interesting how technology is impacting this line of business - I find it fascinating. If someone has left bad feedback, I always try and respond in a positive way. Sometimes I need to wait for a day or two to cool down before responding to the negative comments :-) Every comment gives the owner an opportunity to show that they care about the level of service they provide to guests.

I have been influenced by the motels I see doing this very well. They always start off with a comment like "Thanks for the feedback as this allows us to improve guests services........" - and then go on to subtly respond to the feedback.