Reference no: EM133177100

The Following is a review taken from Trip Advisor for the Moon Palladium Hotel

2/5 Poor

Shantell

Travelled with family

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities

Our room was not clean and sanitary. Urine on the toilet, hair in the sink and greasy hand prints on the headboard of the bed. I immediately asked front desk to please send up cleaning staff to rectify and was told at 6:30pm that there was no cleaning staff on premise but would send someone up to clean. Nobody ever came and I cleaned myself so that my family could stay in a clean room. In addition to dirty rooms the hallways and common areas are also not sanitary, dirty bead-sheets and take out food Containers sat in hallways for 2 days during our stay. Other than location, there is not much to say positive for this hotel and it's unhelpful staff.

1. As it relates to reputation management, explain to the revenue manager the impact such a review may have on the property.
2. Outline what actions the management should take with regard to this review.
3. There was no response from the hotel management on trip advisor. Explain to the manager how a response may be valuable to the property.
4. Write a response that you think would be a suitable response to this review.
5. Since the property had reached the end of the second quarter, you manager asked you to analyze the NPS score for the last quarter, and to provide some feedback and recommendations to him. You were able to extract the following information from the tool before it crashed.

Categories of Guest responses	Number of Guests
# of Guest with scores between 10-9	50
# of Guest with scores between 7-8	40
# of Guest with scores between 0 - 6	28

Using the information calculate the NPS score and provide the information requested of the manager.