Nowadays hotels and resorts are appointing fulltime employees to respond to guest complaints on TripAdvisor and other Social Media. The following is a complaint on TripAdvisor about a Pacific resort property. As the company representative for managing social media, make a detailed response to the following complaint. Then explain the importance of managing social media from the perspective of customer satisfaction and negative word of mouth. Use academic sources in your answer.

Complaint

"Extremely overpriced disappointment"

Reviewed 12 June 2016 via mobile o0--+

Stunning location! However services stated on website are not available and prices are 3 times those advertised with a huge cancellation fee. We arrived during a thunderstorm to no hot water in our room, and no phone to call reception. Despite being advised the problem was fixed 3 times, each time having to walk to reception to enquire what had been done, there was still no hot water after 24 hours. So as well as having cold showers, our precious holiday time and plans were interrupted by waiting around for maintenance and having repair men in our room meaning we missed out on planned activities. I dislike confrontation but was forced to ask management for a room with hot water. The manager who never introduced herself left the receptionist to advise of the outcome of moving to another room and avoided us the rest of our stay. A male member of the management team, who also did not tell us his name was then sarcastic and condescending when handing over the key to new room, stating he didn't know what the fuss was all about.

Further to this, the so called "world class restaurant" had an average menu with the food produced not being what was listed on the website. We arrived at 7pm and entrees arrived within a reasonable time but by 10pm were still waiting for mains. Jioji, an amazing member of staff sorted the meals but instead of prawn risotto, I received mashed potato with no explanation. On the positive side we were offered a free cocktail or desert of our choice. This resort is advertised as "luxury" and for the cost I would expect huge improvements if I were to recommend this resort to anyone. Ruined our holiday.