The ‘Clap Back’: how a one-star review can be your most valuable

It is hardly news that a professional review can make or break a hospitality business’s reputation. However, the continued rise of platforms like TripAdvisor and, more broadly speaking, social media has completely changed the game.  Now, everyone is a potential reviewer. I have myself publicly posted far from complimentary reviews of rancid crab cakes, among other things, …

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