TripAdvisor review

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deercrossing's picture
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Any comments on TripAdvisor. I had a client cancel same day and she lost her deposit. She was angry and wrote a bogus report that was horrible. She never saw our place. TripAdvisor is not pulling the review. Any ideas?

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And that is why Trip Advisor is hated by most lodging. Sometimes all lodging gets bad reviews. Just keep in mind that you can respond to her post. It's the only thing you can do. 

Arks's picture
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Like Kathleen, I ask for a TA review in my 3-days-after "Thanks for your stay" ResKey e-mail, and don't feel a bit funny about it!

The request is not in the body of the e-mail, but below my signature at the end, and it just says "Review us on TripAdvisor:" and gives the link to my TA page, followed by links to my FB page, Twitter page, G+ page, etc.

The fact that most ignore the request makes me feel assured that they don't feel put on the spot. They know that part is part of a "form letter", not a personal request. The links is just there as a reminder, if they want to use it.

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Proud Texan's picture
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THIS is exactly why I refuse to have anything to with TA.   Way too many reports of their lack of innkeeper support.

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Yes I agree with you . My big beef is they use our name for their benefit. I have not claimed my B&B either. By law they have not got my permission to use my B&B for there profit. They have no respect for any one but themselves. It is their way and only their way.

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Highlands John's picture
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ta is not perfect I know, but it's there and we don't just have to live with it, we can use it to it's best advantage.

I can't help feeling that those who say they don't like to email guests and ask for a review are over-estimating their relationship with past guests, and I think the number of complaints here and in ta,  of guests leaving all chatty and smiles, then writing critical reviews shows this. For most they may be all charming to your face but once they're out the door you're just a proprietor of a B&B they once stayed in, that's not a criticism of guests, just the way it is.  Maybe I'm just cynical, or maybe that's an aspect of our location, most of our guests are touring from a long way away and therefore unlikely to come back to the area.

Like others have said many don't bother to write a review, even though I ask, and I think a part of that is the hastle of setting up an account/password but mostly because once they've driven down the road your are...not forgotten but something they once did. However those that do write a review help convince others to book, that's the point for us.

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gillumhouse's picture
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As a traveler, I can say I am most likely to NOT repeat - no matter how much I liked a facility and the staff (I say this because I have mostly been up to now, a "hit & split" traveler. For me, with 2 exceptions, there is so much to be seen and done that I want to experience all I can during my one chance (life is a one chance no matter how many years it goes on).

The one thing I have been to and REALLY want to do again - in the summer next time - is the D-Day Memorial in Virginia. It is awesome but a windy day in January was not the time to do it.  (The other 2 are Williamsburg and the windjammer cruise on the Lewis R French out of Camden.)

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gillumhouse wrote:

As a traveler, I can say I am most likely to NOT repeat - no matter how much I liked a facility and the staff (I say this because I have mostly been up to now, a "hit & split" traveler. For me, with 2 exceptions, there is so much to be seen and done that I want to experience all I can during my one chance (life is a one chance no matter how many years it goes on).

I think that very much sums up the majority of travelers we get here and I guess that's a "symptom" of being in a destintion. Lots say they want to come back, very few do.

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Highlands John wrote:

gillumhouse wrote:

As a traveler, I can say I am most likely to NOT repeat - no matter how much I liked a facility and the staff (I say this because I have mostly been up to now, a "hit & split" traveler. For me, with 2 exceptions, there is so much to be seen and done that I want to experience all I can during my one chance (life is a one chance no matter how many years it goes on).

I think that very much sums up the majority of travelers we get here and I guess that's a "symptom" of being in a destintion. Lots say they want to come back, very few do.

We used to run 40% repeat. Not any longer. I bet we're down to 20%. Because guests hate us? No, not at all. We have some guests who are here 2-4x/year. But, more people are wanting to see more things and not repeat the same places.

That guests say they want to come back is an indication, I think, that they enjoyed the stay and, if there weren't so many other things to do, they'd be here again.

Ex - we have guests who make one BIG trip each year - Vietnam, India, Zimbabwe, etc. They would go to those places once. But they come here a couple of times just for a quick 'get out of the house' for a couple of days.

So, for some people, we are their 'big' trip, their 'once in a lifetime' and they won't be back. They'll tell a lot of people, but they won't be back. (Hard to imagine where we 'live' is a 'once in a lifetime' vacation, but there you go.)

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Madeleine wrote:

 (Hard to imagine where we 'live' is a 'once in a lifetime' vacation, but there you go.)

We had a once in a lifetime vacation there. yes

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Highlands John wrote:

Madeleine wrote:

 (Hard to imagine where we 'live' is a 'once in a lifetime' vacation, but there you go.)

We had a once in a lifetime vacation there. yes

Ta! Someday we'll visit you. We have guests we really like who live in Edinburgh so we keep saying we're going to visit them and see the rest of the country at the same time!

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Due to the one trip I repeated (and would again if I had the cash and did not have DH as he can no longer do it) I have been in your city several times - it IS a stop. If ever I am again, I know where I will stay. The one time I did stay in your town, I misjudged how far it was and you would NOT have wanted us - I think we arrived at 10 or 11 PM - but I called at 6 to give an update of where we were. I honestly do not remember if we even saw an innkeeper. I know I do not remember the breakfast - it was in 1988.

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my concern with this is - if you do not claim your listing (which is free) then should a libellous review pop up you will not be notified - we are notified for every review and can reply - I don't want to be involved with tripadviser but once you are listed by a guest I feel you have to cover yourself 

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Proud Texan wrote:

THIS is exactly why I refuse to have anything to with TA.   Way too many reports of their lack of innkeeper support.

You don't have to have anything to do with them for someone to post a review - any reviewer is able to add you.  Refusing to work with them doesn't make reviews go away.  Often, neither does anything else, though.

Your only real ability is to submit a management response and go from there.

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Highlands John's picture
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muirford wrote:

Your only real ability is to submit a management response and go from there.

The best form of defense is attack. You need to always be encouraging the people that love place to write reviews, that way if you get a bad/ malicious review it's in the minority and shows it for what it is. 

That's why my booking system asks me at check-out if I want to send the guest a review request, which it then does automatically a week and a bit later.  

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Highlands John wrote:

muirford wrote:

Your only real ability is to submit a management response and go from there.

The best form of defense is attack. You need to always be encouraging the people that love place to write reviews, that way if you get a bad/ malicious review it's in the minority and shows it for what it is. 

That's why my booking system asks me at check-out if I want to send the guest a review request, which it then does automatically a week and a bit later.  

Yes, but then it states below the review that it was solicited by the innkeeper.  At least that is what happened to me after I signed up for that.   Immediately I stopped doing that.  No way do I want to see that with every review. I'd rather not get any  Sad

 

 

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gillumhouse's picture
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RezKey sends my request for review.- not TA

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gillumhouse wrote:

RezKey sends my request for review.- not TA

Yes, I have had an automatic email set up through Rezkey as well, but after a short while I stopped that.    I feel funny asking for reviews.  I feel that I put my peeps on the spot, so I stopped asking all together.

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I don't use the ta system for sending emails, I use my own property management system.

If you don't have this facility what I used to do was on the check-out day I would write an email to the person asking for a review, personalized a bit so it doesn't look like a copy sent to everyone ("Hope you enjoyed your day at..." or "Hope you had a safe journey home", that sort of thing) then I put the date I want to send it on the end of the subject line and save it to my draft folder.  Every couple of days or so I go to my draft folder, find any with expired dates on the subject line, edit to remove the date and send.

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Agreed it is never as bad to other people, only to you. So please don't let it get you down! Some people don't trust places without one odd ball negative review...they say that publicly.

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deercrossing's picture
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So here's their answer:

Thank you for writing to TripAdvisor.

We have completed a review inquiry into your complaint, and the details of our standard review inquiry procedures cannot be disclosed. The review in question will remain, and the decision about whether a review will remain posted is exclusively that of TripAdvisor and is final.

We cannot offer any further comment on this decision.

Regards,

Dan
TripAdvisor Support Team

On the positive side a guest said he read that review and it made him read every other one and said that was B.S. and had a nice stay with us. I guess I'll "grin and bear it!)

Thanks for all your support -

Stu

 

 

 

 

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Reply to the review. Point out that the guest had not stayed and was dismayed at having to pay for cancellation. It will make others realize what was going on, and those who do play games will understand that your policy is your policy.

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Highlands John's picture
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That's a PITA, sorry to hear that. Encourage more people to write reviews and this one will soon be buried.

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Highlands John wrote:

That's a PITA, sorry to hear that. Encourage more people to write reviews and this one will soon be buried.

I may be the only one, but I don't look at reviews in date order. I see the first few that are showing, then I click on the graph to see the worst reviews, if there are more bad than good especially so...when I read them though it is an immediate inclination of a pita writing it "My boyfriend and me went away this place and it was..." and so on.

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Urgggh...so sorry...in time it will get buried by your wonderful reviews, but I know how something like this can rent space in your head.  angry

Ya know...some people love to read the bad reviews for humor, so you might get some new folks who find you just by browsing the * reviews on TA.  Your response should give them a good idea that it is a bogus review.  

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HJ it reminds me of the story I was telling a guest who asked for our cat to be out in the guest areas. I told her about the multiple incidents where someone freaked out over a cat: 

#1) She was on the porch and a neighborhood cat walked by. She ran inside and told me "You said there were not cats here!" and checked out. 

Of course I have no control over neighborhood cats! sheesh - and good riddance 

#2) A couple here recently married. A cat in the house is taboo in their culture. She saw one in our quarters and screamed her lungs out and ran upstairs, her husband trailing behind her.

Those are two of the cat stories. These people did NOT write a review, but can you imagine THEIR PERSPECTIVE if they had? I am sure they would have called us liars, there are cats at the inn, cats on the property, cats everywhere!

This guest shook her head and said "I can't believe it!" I said, "Believe it, I have more if you want to listen..." Smiling

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Sheesh!

Reviews are so subjective, the couple who left the review I referred to stayed in a mansion house  charging 3x our rate and an expensive apartment in Edinburgh during their visit, we can't compete with that. We were doomed to get criticised for something  before they'd even knocked on the door.

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We had that too. Couple who had just come from Boston where they told me they were charged for parking, WiFi and breakfast and they rated us low on value. C'mon people.

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Madeleine wrote:

We had that too. Couple who had just come from Boston where they told me they were charged for parking, WiFi and breakfast and they rated us low on value. C'mon people.

Yeah that one gets you doesn't it! I had that one a FREE ROOM. You all remember me here shaking my head about it, how much better value could you get? And then we all discussed and said they probably looked at the reg rate and used THAT for the review or something stupid!

 

Generic's picture
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You can't fix stupid. http://youtu.be/fL6wbsGx9qw

Highlands John's picture
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What a complete b****

I think you've been incredibly nice in your response under the circumstances, good luck with getting it removed.

 

 

Joey Camb's picture
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do you mean the one with long term immigrants camping in the woods? not fricking likely in the highlands of Scotland in the winter!

Highlands John's picture
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I laid into them a bit, to far ?

 

Sometimes I think it's very easy to obsess too much on a couple of negative points in a review and miss the overall tone of the review which is good. Did I ?

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nope you did fine - made them sound a bit weird without actually saying it which is the key

Highlands John's picture
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Thank you.

 

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You sounded very even keel. Nice response HJ.

Highlands John's picture
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yes

That one that just appeared in the past half hour, no 449, I couldn't have written it better myself. They were a lovely couple.

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Highlands John wrote:

yes

That one that just appeared in the past half hour, no 449, I couldn't have written it better myself. They were a lovely couple.

It was poetic, I hope you share it on your website/blog/FB page...really lovely!

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Joey Bloggs wrote:

Highlands John wrote:

yes

That one that just appeared in the past half hour, no 449, I couldn't have written it better myself. They were a lovely couple.

It was poetic, I hope you share it on your website/blog/FB page...really lovely!

Is there some sort of official "share" from TA to FB?

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Highlands John wrote:

Joey Bloggs wrote:

Highlands John wrote:

yes

That one that just appeared in the past half hour, no 449, I couldn't have written it better myself. They were a lovely couple.

It was poetic, I hope you share it on your website/blog/FB page...really lovely!

Is there some sort of official "share" from TA to FB?

Just cut n paste the link to THAT review and paste it in. They used to have a button to share a while ago, it is not there now.

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I must confess I am a bit miffed about that review which is why I've not responded so far. I've written a response, would you give it a once over before I post it, please?

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Yes, that's the one. You do get students camping in the woods, but that's part of an estate with a very exclusive castle venue, there's no way they allow the sort of camping inferred in the review.

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I'm so sorry you're going through this. It's like getting hit in the gut.

I recently was successful with getting TA to pull a review because they rated 'sleep' when they didn't stay. With mine, they said in their review they didn't stay, so I was lucky. Unfortunately, yours lied that they had stayed and it will prove more difficult to prove. Do you have any correspondance stating that she cancelled?

Get all proof you can together. Start with disputing the review, then a blackmail through your TA account or rep, and I see you've already done an owner's response.

Hang in there, even if it doesn't get pulled, you have a lot of other really terrific reviews and people can see through this one.

By the way, I'm proud of you for sticking to your rules! Don't let these jerks blackmail you.

 

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Another route for speedy help is TWITTER.

If you tweet to them publicly they are more apt to answer. 

If you don't have the ph# Maddie shared, then try it. We have some insider innfo here from past BAD TA stuff as a whole.

deercrossing's picture
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I have called them, e-mailed them and have been waiting, waiting, waiting. They won't put me through to their "research" department and say they are aware of my problem and they will get back to me - been about 3 weeks now. Thanks for all the input. It's heartening to have the support.

Stu

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I once waited for over 3 weeks for them to remove a review that was a violation of THEIR OWN terms of service. Only to tell the person how to lie and not violate the terms of service and repost the lies, when TA KNEW that it was lies because they had seen the guests bias from the first review that violated their terms of service. It's still there, but buried so damn deep that hardly anyone ever reads it anymore.

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deercrossing wrote:

I have called them, e-mailed them and have been waiting, waiting, waiting. They won't put me through to their "research" department and say they are aware of my problem and they will get back to me - been about 3 weeks now. Thanks for all the input. It's heartening to have the support.

Stu

I see that you have paid for a business listing with them.  Don't you have a rep to contact?  Maybe they could offer help getting this issue resolved.   Worth a try and I wish you luck. I found it interesting that the reviewer made 3 reviews that same day - rating them 1,3,5 just to make it appear they are fair and balanced!

At least you made an attempt to call out their lies in your MG response.  All your other reviews are very nice and you already have a start on good reviews to move that review down the chain.  Try not to dwell on this as it only makes you bitter and has an affect on your attitude with current guests. (this said by experience) Close the book on this bottom dweller and focus on the wonderful people at your door now. 

deercrossing's picture
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We spent 1 night at this place and I can honestly say ... it was not what we had expected. The rooms were old & tacky not to mention the air stunk, the rooms stunk, the water stunk - and everything was dirty & stinky. We paid $70 for a room and we didn't even want to get under the comforter or sheets! We took our sleeping bags out of our backpacks and put them on top of the bed since everything looked so un-kept. Had we not been out in the middle of nowhere - we would have moved to another hotel that night.

So: We do not have $70.00 rooms. This review was so wrong and they did not even step foot on the property. Our cancellation policy is very good but less than 24 hours means the night's deposit is lost. She is angry. Look up the rest of my reviews: We are Deer Crossing Bed & Breakfast in Hamilton, Montana (Big Sky Country)

 

Thanks for you input, folks.

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So sorry you are going through this. I've said it before, but you weren't here -- welcome, btw -- so I'll repeat it for you: I think the most important reviews are the bad ones, because they give me a clear insight into how much the innkeeper cares . . . about everything. More important than the review is the innkeeper's response. Is it polite or demeaning? Does it address the issue, or attempt to sidestep it? I think your response is good, and states the most important facts: this reviewer is upset over losing her deposit, and never actually stayed with you. Her intent is clear. What's good is that you stated she lost her deposit. She didn't follow the rules, and suffered the consequences. (Ahem, potential guests!)

What I do think you should add, though, is something that addresses the room charge. She says she paid $70. You don't have such a room, but you didn't mention that in your response. If you do, the whole assertion that the review is a lie is supported. If you just let it slide, potential guests will want the $70 room, too. Something to think about.

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deercrossing's picture
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I will try to amend my response - the $70.00 note makes a lot of sense. I've learned so much in just 1/2 a day from you folks..

Highlands John's picture
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Many of us have had to suffer unjust reviews for one reason or another, it seems like the end of the world, it's not. Most important thing is to keep asking happy guests to post reviews. The bad one then becomes buried and less and less credible. 

I had one last week, gave us 4/5 but complained of noise and compared us to a mansion or castle charging more than double our rate. Also made stupid comments about the area that are just not true. They are already down to no.3 and I'm trying to decide whether or not to respond.

 

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