Expecting The First Bad Review

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So I look out to my pool area a couple hours ago and this is what I see:  My two female guests in the pool with a man I do not recognize.  Swimming around with glass beer bottles. My head just about flew off my freaking shoulders, but I took a deep breath and calmly walked outside.  Unfortunately, some other guests (who I LOVE!) followed me out to enjoy the outdoors and had to be witness to the very uncomfortable conversation that took place. 

Me (to the man):  "Hello.  Who are you?"

The Man:  "Why hello!  I am a friend of these purty ladies" (Insert nauseating southern intoxicated drawl, and a tip of the hat - yes, no kidding).

Me: "You need to be their friend off of this property. You need to leave"

Female Guest: "Are you kidding? We can't have a friend here? That's not right."

It went a little downhill from there.  I won't bore you with the verbal details, but all three loaded up, soaking flip flops, towels and dripping bodies through the house, all over the wood floors and started to go up the stairs.  I stopped the man from going up and told him he had to wait outside for them.  I followed the ladies (using that term lightly) upstairs and asked if one of them was sober enough to drive him back to wherever he came from.  One of them said she was not and the other (the one that made the reservation and has actually stayed here before) would not speak to me or look up from whatever she was doing on her phone.  To show that kind of disrespect after having been here before, and know that this is my home - to bring some drunk man into my house, with no regard for the liability it brings...on top of the way the room looked when I freshened it today (wet towels on bed, piles of sand everywhere, open food packages, decorative pillows on floor, white towels full of makeup - PIGS, PIGS, PIGS!!!). I just lost it.  I told them to leave with their friend and I would refund their money. I just wanted them gone. It didn't get too ugly, but man oh man, do I hate confrontation!  I hate it when people are disrespectful and when their stupidity affects other guests (as it did outside by the pool).

I've wondered a couple of times if I went overboard, but I really don't think so.  There is just no situation in which it is ok to bring a stranger into someone else's home, consume excessive alcohol on private property, and not even look at the owner when she's speaking to you.

muirford's picture
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I don't think anybody has mentioned this but you can notify TA of a possible illegitimate bad review.  I don't have access to the management side of TA anymore, but if you look under the options, there is something.  Say that you are being threatened with a bad review after removing the guest for drunk and disorderly, and they will at least do some extra screening if one comes in.

I wish I had done this for my one and only 1 star review - 'guest' showed up at the door expecting to check in at 11 a.m. and check out before 3 after booking a room online for that night.  I think she put in the review in as they peeled out of the driveway in his muscle car, though.

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OK, now I'm going to be proactive and add this to the end of our Policies:  Any guest(s) who refuses to abide by the Innkeepers' policies will be asked to leave immediately, without restitution of funds.  

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Right ON, banana.  Dontworryaboutit!

 

gillumhouse's picture
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As if the disrespect were not enough grounds to chuck them out the door, taking glass into a pool is unconscionable! I would have chucked them just for that!

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Sorry Banana.

IF a review is written you can easily express what happened, so please don't worry about that. I know this had to shake you up.  Next week it will be a bad memory of being in the people business. 

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Joey Bloggs wrote:

Sorry Banana.

IF a review is written you can easily express what happened, so please don't worry about that. I know this had to shake you up.  Next week it will be a bad memory of being in the people business. 

And if, in fact, they write a review saying you were mean or unreasonable or whatever they could possible say, come here with the resposne and get input.   We might be able to help.  (I'm big into having a second set of eyes on my written work, especially where emotions might come into play.)

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TheBeachHouse wrote:

And if, in fact, they write a review saying you were mean or unreasonable or whatever they could possible say, come here with the resposne and get input.   We might be able to help.  (I'm big into having a second set of eyes on my written work, especially where emotions might come into play.)

I very well may do that!  I also wait a day before responding to keep the emotions out of it.  While I haven't had any entirely bad reviews, a couple of little jabs that set me off required me to just settle down before writing a response. 

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BananaE29 wrote:

I very well may do that!  I also wait a day before responding to keep the emotions out of it. 

Reallysurprise

I had a bad review from people who were politely asked to keep the noise down 6 years ago and I'm still angry about it.

And knowing what I know now I would be considerably less polite in my reply if I was writing it now.

 

24 hour rule still applies though. yes

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Highlands John wrote:

BananaE29 wrote:

I very well may do that!  I also wait a day before responding to keep the emotions out of it. 

Reallysurprise

I had a bad review from people who were politely asked to keep the noise down 6 years ago and I'm still angry about it.

And knowing what I know now I would be considerably less polite in my reply if I was writing it now.

 

24 hour rule still applies though. yes

Agree, don't let them walk all over you in perpetuity. You don't have to be kissy kissy to a butt-head, tell it like it is, these guests were drunken louts who brought a guy back to party in the pool, and in observance of guest rules and decency I kicked them out! or whatever...our guest's comfort and relaxation are important to us!

People ToTALLY get that. As a B&B goer I would respect you to no end reading that, I would say "Great innkeepers!"

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01/12/2013

Thanks all.  Waking this morning, I'm sure I made the right decision.  I'm a worrier and I would have been up half the night wondering if they were going to come home drunk or with another person or wake the other guests, or trash their rooms.  It's nice to come here and have this support. 

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Dunno, I might not even have refunded them their money.  They broke the contract by breaking your rules.  Why should we forfeit $$ for a room that could have been rented to respectful folks?  Let them review you. I'm done with kowtowing to ignorant people... and the summer's just begun!!   

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Momma Smurf wrote:

Dunno, I might not even have refunded them their money.  They broke the contract by breaking your rules.  Why should we forfeit $$ for a room that could have been rented to respectful folks?  Let them review you. I'm done with kowtowing to ignorant people... and the summer's just begun!!   

Unfortunately, I do not have that policy written anywhere.  I try to allow for common sense, which is more and more rare these days. 

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Actually, neither do we, but am going to add it.  Also, would benefit someone running the place by their self, which I also did for the first 1.5 years.  Have tweaked policies numerous times since depending upon what nonsense we come up against, like last week's I want to switch dates guy.  Policy now updated to include cancellations and changes.

So adding to CYA: Any guest(s) who refuse to abide by innkeepers' policies will be asked to leave immediately, without restitution of funds. 

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Momma Smurf wrote:

Dunno, I might not even have refunded them their money.  They broke the contract by breaking your rules.  Why should we forfeit $$ for a room that could have been rented to respectful folks?  Let them review you. I'm done with kowtowing to ignorant people... and the summer's just begun!!   

If I were on my own, female and kicking out drunk guests inviting men back to the pool I would probably refund to get them out of there. Easy to say what our rules are, but much harder dealing with confrontation.

I already said this year you are gone, I won't fight, here's your money go away. I am done battling people.  No amount of effort is worth any amount of money.

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Yep.  I'm pretty sure it would have been worse if I had just told them to get out with no refund.  It's not even worth it.

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Momma Smurf wrote:

Dunno, I might not even have refunded them their money.  They broke the contract by breaking your rules.  Why should we forfeit $$ for a room that could have been rented to respectful folks?  Let them review you. I'm done with kowtowing to ignorant people... and the summer's just begun!!   

If I were on my own, female and kicking out drunk guests inviting men back to the pool I would probably refund to get them out of there. Easy to say what our rules are, but much harder dealing with confrontation.

I already said this year you are gone, I won't fight, here's your money go away. I am done battling people.  No amount of effort is worth any amount of money.

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You did exactly the right thing!  It always amazes me how thoughtless and crude some people can be.  These women were drunk and disorderly and having a strange man on the property represented a huge liability.  If he had slipped in the pool or hit his head and drowned you would really have had a problem.  Good for you.  yes

I bet they won't write a review....they really can't defend their actions and they came away without paying.  I bet that the refund pretty much guaranteed that they would just gloat and move on.

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Highlands John's picture
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I still can't believe the gall of some people (and I've been doing this lark for 10 years). You were absolutely right to confront this situation, and I know that's not easy.

They may not review,  we had a situation a few years ago where DH came very close to chucking two "ladies" off the premises at 4am, I waited with bated breath for the review to appear, it never did. We suspect the substance involved in this instance was not legal, which could explain the absence of a review. In your case they may not review because they don't want a reply stating they brought a stranger back for drunken jinks.

If they do, I strongly recommend you write a reply, file it away, think about it for 24 hours, then come back to it and carefully re-read the review and revisit your reply before posting. I always have a strong sense of urgency to post a reply asap, I always ignore that and think for 24 hours

happykeeper's picture
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Sound advice to take extra time in responding.

After our first bad review, I spent a lot of time coming up with a response. I researched. I edited. I consulted. In the end, I realized that I just wasn't prepared. I did post a response, but I then set out the goal for myself to NOT RESPOND TO THE REVIEWER, but to use it as a marketing tool to promote what we have. Now I am prepared to write a marketing spiel if we get another one. Lots less stress when I removed my personal stuff and made it part of my job.

I'm going on and on.. the short of it.... prepare now to capitalize on the opportunity to promote your fabulous property.

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happykeeper wrote:

Sound advice to take extra time in responding.

After our first bad review, I spent a lot of time coming up with a response. I researched. I edited. I consulted. In the end, I realized that I just wasn't prepared. I did post a response, but I then set out the goal for myself to NOT RESPOND TO THE REVIEWER, but to use it as a marketing tool to promote what we have. Now I am prepared to write a marketing spiel if we get another one. Lots less stress when I removed my personal stuff and made it part of my job.

I'm going on and on.. the short of it.... prepare now to capitalize on the opportunity to promote your fabulous property. (Inserted by JB - and to warn drunken lasciviousness is not welcomed there!)

You go on and on, so briefly Haps.  smiley

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Most of what's going on never makes it out!

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Legally, trespass, if I remember correctly. No one but you can give someone access to your property. It is not public land.

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01/12/2013

I'm a fa ce_bo ok stalker and have been watching her page.  She posted a picture of their receipt from a local restaurant - the bill was $130, and the food portion of that was around $25.  That was at 1 PM today and this all happened around 5 PM.   So she may have been a bit tipsy when she left.  Not much I can do.  I'm not required to give a breathalyzer before someone leaves my property.  I'm sorry, I guess I'm just a fuddy-duddy, but I think that kind of drinking is completely unnecessary.  And a big waste of money.

And yes, Maddy..I wondered the same thing.  What were they going to do with this guy?  Just unreal.  The fact that she's a return guest makes it that much worse.

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Maybe she used her first stay with you to see if she could get a way with something in the future.

no you are not a fuddy duddy!!! Any innkeeper worth their salt would do what you did and under similar circumstances, i would not have been so composed. i would have been screaming and maybe calling the cops.

people have no respect for others or their property.

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You had to do it. The liability is unbelievable. If they write a review it's your chance to reiterate your policies of no glass bottles in the pool area, only registered guests allowed for the safety of everyone!

You just have to be cool about the response so it doesn't sound like this happens a lot!

What were they going to do when they were all too drunk to drive him home? Let him sleep with them? Perhaps the original plan after all!

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05/22/2008

you ABSOLUTELY did the right thing. they wouldnt dare write a review! you can honestly defend and you have witnesses

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