Original post:https://blogs.ubc.ca/meichenfeng/2014/09/28/hotels-use-online-reviews-as-blueprint-for-renovations/

As I am one of those people who rely much on the Internet, I partly agree with your opinions about the power of online comment for hotels and the problems of communication between customers and hotel managers.
Internet has become an important source for almost everything. People are now able to share their feelings online, and their comments usually can influence  heavily on other people’s decisions . It is true that other competitors can artificially write some bad comments, trying to tarnish other hotels’ reputations. Yet you ignore one thing that the hotel itself can also use underhand method to improve their reputations (e.g. delete the unexpected comments). Therefore, neither of the expected nor unexpected comments online are deserved to consider.

Indeed there is a communication gap between today’s business and its customers, and companies are responsible for these unpleasant situations. Hotel management is a core issue of every hotel. Usually, service does not reach the designated position due to the lack of regulations or regulatory oversight. A small detail may destroy a business. Hotels should reveal their operations and exam their employees periodically. Also, except for supervising the work performance of employees, hotels should also approach their customers proactively, asking for their opinions or requirements.