Next steps for Union Street (Score 2)

How does Union Street get itself out of this PR nightmare? I recommend they invest in a real-time mobile feedback system so that they can react to and ideally fix any guest complaints on the spot before the guests leave and go squawking on social media. There are a couple of good feedback platforms out there such as Osurv (http://osurv.com/). Successful hotels understand that it’s ultimately cheaper to please your current customers than to pay the high acquisition costs of acquiring new ones.