An Analysis of Hotels Response to Online Guest Complaints
DOI:
https://doi.org/10.55606/jupensi.v6i1.7044Keywords:
Business Writing, Complaint, Correspondence, Language Expressions, StructureAbstract
Business writing by hotel administrators in responding to guest complaint reviews on TripAdvisor is crucial for maintaining an appropriate tone that fosters positive feedback from the guest as a single mishandled TripAdvisor complaint can rapidly decease the prospective guests’ trust. The purpose of this study is to examine the structures and identify the language expressions used in complaint replies by the hotel administrators on an online platform called TripAdvisor, and also examine the alignment between the practice and Shirley Taylor’s theory to provide a strategic business writing framework for replying complaints efficiently. The method of this study is a descriptive-qualitative approach, which requires interpretation of the data patterns. This study conducted on Tripadvisor, an online platform, focuses on the Harris Kuta Tuban and Melia Hotel. The result of this study showed the specific structure of business writing (introduction, details, action or response, and closing) and the language expressions (greeting, apologies, etc.) used by those hotel administrators. The findings of this study provide a strategic business writing structure that is going to make it easier to write complaint replies efficiently. In addition, we are going to learn more about the language expressions used by prestigious hotels to reply to customers’ complaints.
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