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The recent pandemic has shifted the consumer mindset when it comes to travel. People have a heightened sensitivity around cleanliness and safety, and some have not yet adapted to the operational changes hotels have had to make to ensure a safe environment for guests. This has resulted in an influx in negative online reviews left by disappointed customers. We all know that negative reviews can make or break your hotel’s reputation. This pandemic has made the hospitality industry more vulnerable as it’s trying to recover.