Someone's been clicking me !!!!! ..... or ..... why TA drives me nuts

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OK - "someone" (and thanks to all of you that have .... because I know it's YOU) has been clicking "review helpful buttons on TA. 

We just got our 9th 5 "button" review and we are still at 4.5 in the overall ranking.  Honestly - it drives me bonkers.  I have a streak of paranoia that would rank up there with almost anyone and everytime I see my number of reviews has gone up my heart sinks because I KNOW that someone has finally decided to reveal the fact that they hated my quirkiness, they didn't appreciate (fill in the blank). 

It's coming, that "well, it wasn't what we hoped .... the quiche was cold .... ", I know it is, so I would absolutely love to have a temporary "day in the sun" period when I can finally see those five buttons in a glorious shining row.  How many reviews on TA did it take you until you got your row of shiny ones?????

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you are right!

i'll dazzle 'em with breakfast .... or not.

 

 

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gillumhouse's picture
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I hope you are feeling better today.

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We have had guests tell us they reviewed us on TA but when i go there, i see we have no reviews at all! why is this? The same ones who say they will review on TA also say they will review on other sites like the ........ and when i go there they have, so I'm pretty sure they did the TA too. But why does it always say "be the first to rate this B&B" when I check it?

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Morticia's picture
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Sunshine wrote:

We have had guests tell us they reviewed us on TA but when i go there, i see we have no reviews at all! why is this? The same ones who say they will review on TA also say they will review on other sites like the ........ and when i go there they have, so I'm pretty sure they did the TA too. But why does it always say "be the first to rate this B&B" when I check it?

Probably because the guest has not received or followed the directions in the email the received (or didn't receive) back from TA. You have to verify you wrote the review and you stayed at the inn.

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that must be it! Thanks.

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I feel a bad review coming. 

Guests are here to claim a gift certificate. Complaint number one: the nicest room costs more than the gift giver opted to give a certficate for.  Complaint number two: I offered the nicest room if the guest wanted to pay the difference (no) which did not go over very well.  Complaint number three: the nicest room was not available on the date the guest wanted to stay here so number one and two are kind of moot points.  Complaint number four: the room they chose to stay in is 'too small'  ... back to complaint number three, two and one.  Complaint number five: there's not nuch here worth doing.  Well ... the gift giver loves it here and wanted to share her experience with them. Different strokes for different folks? 

When I explained check in time, I heard a complaint that was too late a check in time.  I explained the reason and thought I heard a grudging acceptance.   Was asked how many rooms we have.  When told how many, response was that it's an awfully SMALL place.  So, no surprise, the guests arrived an hour before check in.    I anticipated this.  What I didn't anticipate was that they would march right up the stairs ahead of me in search of their room wondering where on earth everyone was. 

It's going to be a long night! 

Morticia's picture
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I wouldn't hatch that egg just yet. They may: A) love it; B) not know about online reviews.

My similar horror story... guest on GC. Daughter and best friends of guests LOVE it here, daughter gives them GC. All OK until breakfast. Lively crowd. Guy doesn't like noise at breakfast, wife is trying to converse with other guests who are really having a good time discussing their profession (teaching).

GC guests leave. Guy says to hubs, 'This was terrible. It was like eating in a mess hall,' and stomps out the door. Wife says, 'Don't mind him, he likes it quiet at breakfast.' Guy YELLS at wife, 'Don't you dare apologize for me, get in the car right now.' Yowza!

Best friends show up a day later. Want to know how it went. Sorta laughing up their sleeves. We say, 'Wonderful!' We all laugh.

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Hey, they showed up today and both are raving reviews! Both 5 stars. yay,my first reviews!

Yeah, after reading this thread I know it will fluctuate but hey... I'll enjoy it while it lasts!!!!

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20+ 5-star reviews to balance out the 4-4 stars we had. We're up to something like 30+ reviews now and were going along with 5 full stars until we got a 2-star rating. That dropped us back to 4.5.

If I had to guess, I'd say you have to have not so much a run of 5 stars as some % of 5 stars to 4 stars. For me, it seems like a 5:1 ratio. 5- 5 stars to 1-4 star to get the 5 star rating. But probably not with JUST 5-6 reviews. Once you get quite few more reviews, you should hit the solid 5-star rating you deserve.

swirt's picture
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What you described is could just the be the rounding rule at play.

With a 0.5 star increment system, and normal rounding, it means that you'd need a 4.75 or above in order to get rounded up to 5.

20 @ 5 plus 4 @ 4 is an average of 4.83  Would round to 5

20 @ 5 plus 4 @ 2  1 @ 2 is an average of 4.72  would round to 4.5 

Add in to that the notion that newer values carry more weight and it could more than explain what you saw.

And their math might intentionally be funny...well not so much the math, but the rounding rule.  They could decide to build in a little safety by making the rounding rule have a little bias, As in you need a 4.8 before it rounds to 5 

Morticia's picture
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I think my point was that it happened almost immediately. The day after I saw the review in fact, which would make it less than a week since the date of the review.

swirt's picture
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Ahh...I see what you were saying.  We'd need more data to say for sure.  Like you said, could have just been that the update happened coincidentally around that time, or it could help define that things are recalculated continually.   Need more data points Eye-wink

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swirt wrote:

Ahh...I see what you were saying.  We'd need more data to say for sure.  Like you said, could have just been that the update happened coincidentally around that time, or it could help define that things are recalculated continually.   Need more data points Eye-wink

Take a look at the 2 inns in positions 1 & 2. They just swapped places today. That's 2 corrections in a week.

swirt's picture
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Possibly.  Or it is two different things.  One update of star count and one update of the ranking.  The rank ordering is not 100% tied to star count as far as I can tell.  It is possible they all update continuously, but it is just as possible that they update them on different schedules.

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Nothing to do with what we were talking about but it's an annoying observation on TA...I didn't think you could review multiple places in one review. I was looking at other places in town and one reviewer went on and on about how boring it is here and how she would rather take her young, bored family to another town and stay at this other place instead. And then she named the town and the other hotel.

I thought that was taboo. For me it's annoying. Why do I want to know that someone who hasn't a clue how to entertain themselves if the room doesn't have a phone is bored, the TV only got 3 channels (again with the 'boring') and wouldn't let her kid play on the playground because it was 'old'? And the only place there is to eat in the whole town is McD's and Friendlys. Hmmmm. I can tell you exactly how far down Main St they drove. 10 feet. Then they were so bored they had to stop.

Sorry, I guess those things are important to know if you've decided you'd like to try a rustic cabin in the woods but don't realize what that actually means. And it IS rustic out there.

I'm having fun trying to figure people out with the reviews. Average rate stated on TA for another place (a hotel) is $132. My average price stated on TA is a smidge higher, about 1/2 the cost of a single breakfast at a diner. What does everyone complain about on that hotel's reviews? The breakfast. It was just a continental. Go figure. It's too far out of town to walk to restaurants. It's too far away to walk to anything. Funniest one was that they relocated the hotel to an entirely different town about 15 miles away. So, yes, it IS too far to walk!

But some did like that all the hallways are inside the building so it's 'safe' for single females.

So, for a couple of dollars more they could stay here, in town, walk to everything, have a full breakfast AND, amazingly, have interior hallways! But do they? No. It's easier to complain and 'settle' than to try something new.

OK, here's another review that says there's no place to eat in this town, 'everything is closed until spring.' Not sure WHAT town they were in but not much closes here in the winter. No, the stores were all closed until spring. The restaurants were all closed so they HAD to eat in the hotel. People are funny.

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I noticed in my weekly TA update that a review about the local chain hotel mentioned both our B&B and the local independent hotel as alternatives to that chain.  I was surprised to see that, too - but it must be allowed.  Maybe that's a rule change?

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swirt's picture
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People ARE funny!  That has been my mantra since we opened the B&B.

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swirt wrote:

People ARE funny!  That has been my mantra since we opened the B&B.

and of course by that you don't mean funny ha ha

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swirt's picture
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Well I try to keep the spirit of the Mantra, meaning funny ha ha.  But usually doesn't end up that way Smiling

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swirt wrote:

Well I try to keep the spirit of the Mantra, meaning funny ha ha.  But usually doesn't end up that way Smiling

They are only funny ha ha when they leave and it becomes a funny guest story under your belt, like our sleep walker - aka Mrs Robinson.  Well that is what she is called around DH anyway. lol

swirt's picture
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TA may not run the calculation to produce the average on an ongoing basis.  They may only run that caclulation once a month.  It would help mask the influence of any one event.  Google and the other search engiens do the same thing.  If the effects were immediate, it would be too easy to see how the system works. 

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swirt wrote:

TA may not run the calculation to produce the average on an ongoing basis.  They may only run that caclulation once a month.  It would help mask the influence of any one event.  Google and the other search engiens do the same thing.  If the effects were immediate, it would be too easy to see how the system works. 

That could be, or not. We just got a 2-star rating and the 5 stars we had across the board dropped overnight to 4.5. It could be it was time to redo the calc, but the recalc, I think, just happened a few weeks ago, when we went from 4.5 up to a full 5 stars. And a bunch of us did that all at once, so it was definitely a recalc. And a couple of inns swapped positions at the same time.

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Don't fret about it. Just take it as it comes. I have one fellow who has an absolute fit if he doesn't get all 5's..and wants to respond to al of them. I tell him NO! It is not worth the grief and extra time. No need unless there is a real issue that does need addressed. You can't be ALL CONSUMED with TA..REALLY;-)

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