Review Management
12 Types of Negative Reviews: Classification and Response Strategy Chart
A double-sided A3 chart. Front: complete definitions and identifying features of 12 negative review event types. Back: accountability judgment matrix—when to apologize, when to just show empathy. Print it out, stick it on your desk, and judge how to respond to each negative review in 30 seconds.
What This Is
A double-sided A3 negative review classification and response strategy chart. Designed to be printed and pinned to your desk so you can judge how to respond to each negative review in 30 seconds.
What’s Inside
A3 Front: 12-Type Event Classification Master Chart
Each type includes: code, name, definition, identifying features, common keywords.
12 types:
- SERVICE_FAILURE
- FACILITY_FAILURE
- CLEANLINESS_FAILURE
- FOOD_ISSUE
- PRICE_PERCEPTION
- EXPECTATION_GAP
- COMMUNICATION_FAILURE
- BOOKING_PROCESS
- THIRD_PARTY_ISSUE
- NATURAL_LIMITATION
- POLICY_DISSATISFACTION
- STAFF_ATTITUDE
A3 Back: Accountability Judgment Matrix
- Hotel / Guest / Third-party proportion → Recommended action
- Hotel responsibility > 70%: Apologize generously + specific improvement commitment
- 30–70%: Show empathy + acknowledge partial issues + do not admit to unverified claims
- < 30%: Politely clarify facts + no apology + offer assistance
Who It’s For
- Customer service supervisors who respond to Google reviews daily
- Brand headquarters managing reviews across multiple locations
- Hotel chains looking to establish review response SOPs
How to Use
- Download the PDF, print on A3
- Pin it to your desk
- Each time you receive a negative review, first check the front to identify “which type is this”
- Then check the back to determine “whose responsibility is it”
- Follow the strategy matrix to decide your response direction
- Complete your judgment in 30 seconds
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