Four star review! I'm spoiled.

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TheBeachHouse's picture
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Our first four star TA review.  And what is the complaint?  Actually, I couldn't wait to see because they start with "very nice room.....wonderful views....lovely walk along the coast.....good breakfast....gracious host."

And yet?.......the pillows were foam.   "Recommend down pillows which they may have but we did not ask."

Gotta laugh.  

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Could it be that this reviewer is one that does not give out 5's very often?  Check out their other reviews. 

But Beachie, just use the Mgr response to boost all the great things you have for your guests.  I would not even bother about the pillow comment, that is unless you are going to start having a menu. 

I keep 2 down and 2 alternatives on each bed.  The alternatives are more firm.  Rarely happens that someone asks for different pillows.  More often, I find the down off the bed - either on the floor or in the closet. 

Innkeep's picture
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I've got a better one.  My only 4 star is from a man who stayed for free!!  Now, granted he's a world traveler and very sophisticated.  I decided I'd take a 4 because I think he was comparing me to the Ritz.  Not anything I could do about it and I don't think it scared anybody away wink

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We've had 4 star reviews from people who stayed for free. And they complained it wasn't worth it.

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Highlands John's picture
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Sheesh!!

I'd be tempted to throw the house keys into the Loch and walk off into the sunset.

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Silverspoon's picture
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Yup we too just received a rare 4* from frequent world travelers who own a second home in Turkey and travel extensively.  This was their first visit to our area of the USA so they really have nothing to compare us with other than the 5* hotels they usually stay in while traveling Europe and the world.  They said nothing negative in the review, only glowing positive comments, but they gave us 4 circles on value (they booked our most expensive, ocean-view cottage), rooms (800 sq ft of private indoor space) and sleep quality (whatever that means...I know the birds woke them up at least one morning).

Ahhhh, well I wrote a lovely response thanking them and lied a bit saying that from frequent world travelers, we considered their review "high praise".  Hopefully anyone reading the review will put it in context.

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Highlands John's picture
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Reviews are relative.

We had a review last year from a Finish couple, gave us 4 and a couple a negatives, but basically they were staying in country houses and manor houses for the rest of their trip charging almost 3x our price, so there was no way we could live up to that.

dumitru's picture
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I would respond with a link to articles about the down farms, where it actually comes from and how it is harvested. Should put them in place Smiling

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TheBeachHouse's picture
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dumitru wrote:

I would respond with a link to articles about the down farms, where it actually comes from and how it is harvested. Should put them in place Smiling

 

awesome!

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dumitru wrote:

I would respond with a link to articles about the down farms, where it actually comes from and how it is harvested. Should put them in place Smiling

TA will not allow you to use links

happykeeper's picture
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I am hoping you don't throw a pillow at me, but this is your moment to market your place. Get in their and pitch what you've got. Thank them for the nice things they say and then toot your horn!

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TheBeachHouse's picture
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happykeeper wrote:

I am hoping you don't throw a pillow at me, but this is your moment to market your place. Get in their and pitch what you've got. Thank them for the nice things they say and then toot your horn!

 

I will absolutely respond.   Highlight the views etc., but should I not even mention the pillows?  I like the idea of mentioning hypoaltergenic pillows.

TheBeachHouse's picture
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happykeeper wrote:

I am hoping you don't throw a pillow at me, but this is your moment to market your place. Get in their and pitch what you've got. Thank them for the nice things they say and then toot your horn!

 

I will absolutely respond.   Highlight the views etc., but should I not even mention the pillows?  I like the idea of mentioning hypoaltergenic pillows.

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happykeeper wrote:

I am hoping you don't throw a pillow at me, but this is your moment to market your place. Get in their and pitch what you've got. Thank them for the nice things they say and then toot your horn!

 

I will absolutely respond.   Highlight the views etc., but should I not even mention the pillows?  I like the idea of mentioning hypoaltergenic pillows.

happykeeper's picture
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Hmm.. I haven't seen the full review so this is kind of speculation and I am putting it into a hypothetical of something we might receive. I might be missing the point.

First, is there a valid point buried in their comment? I know that if I got something that said they could not find down pillows even though we say we have them, I would want to know what we could do to not have it happen to anyone else. Why couldn't they find them? How do we make sure the next guest can. How do I thank them for bringing it to our attention and then quickly explain how we addressed it.

THEN I would figure out what we want to market to the readers that can tie in comfortably with the review. In your case, I would be trying to decide whether our pillows are special enough to market. Hypoallergenic comes in many forms. Are yours a brand you want to promote you have? Are they special in some other way?  Are there a variety of pillows that you want to promote to demonstrate that you can meet most any pillow need? OH the things we can do with pillows!

 

TheBeachHouse's picture
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happykeeper wrote:

Hmm.. I haven't seen the full review so this is kind of speculation and I am putting it into a hypothetical of something we might receive. I might be missing the point.

First, is there a valid point buried in their comment? I know that if I got something that said they could not find down pillows even though we say we have them, I would want to know what we could do to not have it happen to anyone else. Why couldn't they find them? How do we make sure the next guest can. How do I thank them for bringing it to our attention and then quickly explain how we addressed it.

THEN I would figure out what we want to market to the readers that can tie in comfortably with the review. In your case, I would be trying to decide whether our pillows are special enough to market. Hypoallergenic comes in many forms. Are yours a brand you want to promote you have? Are they special in some other way?  Are there a variety of pillows that you want to promote to demonstrate that you can meet most any pillow need? OH the things we can do with pillows!

 

 

I hear you and you have a good point, but they specifically say they never asked if we had other pillows.   So they don't know and complain anyway.

But to the question, we don't specifically stock down pillows.  And most of the pillows we have are new.  We threw out the non puffy ones.  

I think it is a question of some picky sleepers.   I don't like down pillows at all, but if that is what they like, then I can see them missing them.  And seriously, if you are that picky about your pillow, bring it with you.  (I have a friend who always brings his pillow with him.  He accepts his eccentricity and blames no one.   He needs a certain pillow, so he solves the problem.  Gotta give him credit.)

happykeeper's picture
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Hmmm.. so what is the point buried in their comment?

Could they be saying that they had wished that they could have had that information without asking?

Just speculation on what the real point was.

TheBeachHouse's picture
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happykeeper wrote:

Hmmm.. so what is the point buried in their comment?

Could they be saying that they had wished that they could have had that information without asking?

Just speculation on what the real point was.

 

I guess I'm lost.  <scratching head and hoping I don't sound too dumb>

Should a comment make me want to offer a pillow menu, like a huge hotel?  We honestly do not have the storage capacity to store 'on demand' pillows.  

Do y'all offer pillow choices?   If you do, how do you do it?

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The Princess and the Pea

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Kay Nein's picture
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This review was a reflection on her NOT you.  Don't second guess yourself because this nimrod thought it best to keep her trap shut while staying there and then make a snarky comment online.  It's crappy, yes.  But, don't waste any time trying to figure out how to change what you do so it won't happen again.  You have plenty of guests that are 100% satisfied with their stay there.  

I had a guest write in a review that she wished that we had served grits.  Pissed me off!  We make grits all the time, just not on that one day out of 365 that she stayed with us.  We ask people what they want for breakfast so it's one less thing we have to think about. She should have said something if her whole stay revolved around her getting grits in the morning.  Her review was a downer cause she didn't get them.  S

happykeeper's picture
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I have been scratching my head from day one.

Really the point is to find the issue, thank them for bringing it to your attention, and briefly state how you addressed it for future guests. THEN move on to marketing what you want.

We offer pillow choices in each room. We make sure each room has one of every kind. There is no menu. Folks just pick the pillow they want from what we have there. We have no pillow menu. We thought about it, but decided it was all fluff! laugh

 

Madeleine's picture
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TheBeachHouse wrote:

 

Do y'all offer pillow choices?   If you do, how do you do it?

We have between 4 and 7 pillows on each bed. All different. That's the extent of the pillow menu!

Pillows are like coffee - you cannot please everyone. We have guests who bring their own pillows. We have guests who bring their own coffee.

I think what happy is trying to get at is what made them make that comment? Was there something, somewhere that implied a choice they felt they weren't offered?

I just can't get into someone's psyche like that.

 

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AH HA! We have our tshirt!

"Pillows are like coffee - you cannot please everyone. We have guests who bring their own pillows. We have guests who bring their own coffee."

Highlands John's picture
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Mattresses are something else that you are never going to please everyone, although we've never had someone bring their own............. yet!!

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You do what you have to do. If you have high quality and clean ones that is it. We had at least 4 pillow in each room.Each a different feel. One firm set, one medium set. If they didn't like them, then that is too bad. They should bring their own. Good Lord you can't be expected to meet every sleeper's need! Hotels certainly don't. Personally  I don't like down and my husband is allergic.

I always bring my own pillow with me when I travel and if they are that worried about it so should they.

Kay Nein's picture
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Oh, the things people do with pillows  surprise

Breakfast Diva's picture
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I feel your pain because it recently happened to us also. They used glowing words...amazing, wonderful, beautiful, gorgeous, etc. What did they mark us a 4 for? Oops, I accidently forgot to check and clean their little box refrigerator. The rest of their almost 700 sq ft suite was sparkling clean. It was so obvious that it was just an oversite, but NOOOOOO, they had to mention it in their review and mark us a 4 for cleanliness and an overall of 4.

Some people just have to find fault. It still irks me though!

Madeleine's picture
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That was a friend of mine. She actually went to all the open rooms and tried all the pillows until she found the feather pillows and took them back to her room.

Yeesh, BH, what is wrong with you? No pillow menu? No down pillows? Slacker! Eye-wink

TheBeachHouse's picture
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Madeleine wrote:

That was a friend of mine. She actually went to all the open rooms and tried all the pillows until she found the feather pillows and took them back to her room.

Yeesh, BH, what is wrong with you? No pillow menu? No down pillows? Slacker! Eye-wink

 

hahahhahahahahhaha.   See, we are still learning.   Must get on line and shop for pillows.

Highlands John's picture
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Some people feel it is obligatory to put something negative in reviews.

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It is their duty to teach you and the world and they are the experts that need to share their superior knowledge

TheBeachHouse's picture
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Highlands John wrote:

Some people feel it is obligatory to put something negative in reviews.

 

Considering my response.  I was thinking of saying we have many guests who, because it is something they really care about, bring their own pillows. 

What I really want to say is, seriously????? You didn't ask?????? Did you even notice the two extra pillows in your closet??????   Did you really expect a choice of three pillow typse like you get in a Hilton?????       

gillumhouse's picture
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I would NOT encourage the "bring your own pillow" as you have no idea what "extras" that pillow might bring with it.

Madeleine's picture
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Do you have down pillows?

I would just say thanks for the review. The more you mention the words "down pillows" the more it shows up for your reviews!

Or mention you provide 6 pillows, all hypo allergenic.

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