Please answer/discuss the following questions?

• Increasingly, information about hotels is distributed via Web 2.0 sites. Unfortunately, some of the information posted on such sites is not accurate or fair to hotels. Assume that you are the RM for a property that has just received an extremely negative customer review. The review was written by Ray Snipe, a previous hotel guest at your property. Mr. Snipes review has now been posted on TripAdvisor.com. Some of the facts stated in this consumers review are true, while others are not. The reviewer ends the long review by writing and posting the following:

  "The staff wasnt unfriendly, but they werent particularly friendly either. Its in a relatively safe neighborhood, so there is that. But I would only suggest you stay here if you are absolutely desperate. Other than that, I recommend you spend your money at a nice hotel."

  As the property RM, identify the key content elements that should be included in any response to Mr. Snipe that you could post on the same consumer-generated traveler review site.