Managing complaints shouldn’t feel overwhelming. This strategy gives hotels and restaurants a clear, confident system for handling every review — positive, negative, or unfair — with professionalism and ease. Instead of reacting under pressure, operators gain a structured method that protects reputation, strengthens guest trust, and restores control in moments that usually feel chaotic.

Hospitality Marketing Expert Dawn Gribble’s approach turns feedback into opportunity: TIP transforms praise into powerful social proof, while EASE helps teams respond to criticism without stress, defensiveness, or hesitation. With this framework, you replace uncertainty with clarity, reduce anxiety around public reviews, and build a consistent brand voice that reassures guests and elevates your online presence.

You’ll know exactly what to say, how to say it, and how to prevent issues from repeating. The result: fewer sleepless nights, stronger guest loyalty, and an online reputation that works for your business, not against it.