To Fight, or Respond

I've just received a negative review due to the fact that I declined to accept a reservation in December, when I am thinking of shutting down. I received the rez on Tuesday night and spoke to the man on Wednesday, not even 24 hours later. I had NOT blocked out the dates on the reservation program because I had not made the final decision, thinking I had plenty of time to decide. That's my doing - I own up to that. But this man was beyond irate, called me a "f*#(ng bi##h" and told me I don't know how to run a business. I've worked all that out in my head, I have no thoughts about this jacka$$ one way or the other. I'm now very glad I didn't take his rez.

But now, I'm not sure if T--A will remove the review since he did not stay here? Or if I should even try that route, and instead just respond in a matter that will focus on his irrational behavior. I have no doubts that anyone reading the review and my response will understand that everyone needs a freaking vacation and the fact that this man was inconvenienced for 24 hours is a ridiculous reason to be so upset. He did not even receive a confirmation. He sent the request and I emailed him to call me.

Just wondering if any of you have had a similar situation, where you received a bad review by someone that didn't stay with you? It hasn't changed my five star and hopefully will be buried soon enough.

Wow, I am sooooo glad you did not take that reservation!
TA says they can review you even if they did not stay there. He didn't say he stayed or broke any other rules, calling you names, comparing you to another inn or anything did he? If so you can have that removed. I would try to have it removed anyway, did he verbally call you that name? not in print right? Saying this guy was a wing nut. You reserve the right to refuse service to lunatics, and deny a reservation.
I would be so fired up after that!

If he did not stay with you, I did not think he could post a valid review on TA.
I would just post a mgt response stating the facts. Be very professional about it.
If the review is really out of line, contact TA for sure.

I guarantee that anyone who would call me any kind of name would not have a reservation at my N & N. To disrespect me even before arriving means even more disrespect after. It is not going to happen.

Joey Bloggs said:

Wow, I am sooooo glad you did not take that reservation!
TA says they can review you even if they did not stay there. He didn't say he stayed or broke any other rules, calling you names, comparing you to another inn or anything did he? If so you can have that removed. I would try to have it removed anyway, did he verbally call you that name? not in print right? Saying this guy was a wing nut. You reserve the right to refuse service to lunatics, and deny a reservation.
I would be so fired up after that!.

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Joey Bloggs said:

Wow, I am sooooo glad you did not take that reservation!
TA says they can review you even if they did not stay there. He didn't say he stayed or broke any other rules, calling you names, comparing you to another inn or anything did he? If so you can have that removed. I would try to have it removed anyway, did he verbally call you that name? not in print right? Saying this guy was a wing nut. You reserve the right to refuse service to lunatics, and deny a reservation.
I would be so fired up after that!

Click to expand...

I sent an email to TA asking for it to be removed, but I have my doubts that they will, so I am working out my response in my head. I'll remain professional, not in the least bit emotional...but the main point of my response will be that he never received a confirmation. Why the extreme behavior when you had no guarantee that you had a booking? It makes no sense to me.

No, he did not put any name calling or anything unprofessional in writing. He's not stupid - he's just an a$$hat. It's hard to get worked up about it because A) He proved that I don't want him here and B) He was so irrational, it's almost comical and C) I'm burned out - it's difficult to care about anything right now!

He's a jerk, swore at you then ran straight to TA. You have his private information, his home address and he pulls something like that?
See how it is. Why innkeepers twitch and walk crooked...

wow
I would do both
calmly request that the review be removed
and
state your case ... we are sorry that we are unable to accept any reservations during the time requested in december - due to an error/oversight/finalization of plans - whatever you want to say - our online reservation system did show those dates as available however we did contact the person in less than 24 hours to explain and offer alternate dates.
end
do not engage.
imagine what kind of guest experience this person would bring to your place!

I spoke with TA, and as expected, it does not fit the guidelines for removal. He had an interaction with the establishment - and that's pretty much all it takes. I think I want my response to be directed at the general public, or prospective guests...correct? I know that I can remain professional if directing it at him, but that is not the route I want to go, is it? All my other responses are directed to the guest that reviewed, but using some marketing pizazz to make it sound good. Do I keep with that trend, and write to him? Or remove myself completely and direct to the public?

BananaE29 said:

I spoke with TA, and as expected, it does not fit the guidelines for removal. He had an interaction with the establishment - and that's pretty much all it takes. I think I want my response to be directed at the general public, or prospective guests...correct? I know that I can remain professional if directing it at him, but that is not the route I want to go, is it? All my other responses are directed to the guest that reviewed, but using some marketing pizazz to make it sound good. Do I keep with that trend, and write to him? Or remove myself completely and direct to the public?.

Click to expand...

BananaE29 said:

I spoke with TA, and as expected, it does not fit the guidelines for removal. He had an interaction with the establishment - and that's pretty much all it takes. I think I want my response to be directed at the general public, or prospective guests...correct? I know that I can remain professional if directing it at him, but that is not the route I want to go, is it? All my other responses are directed to the guest that reviewed, but using some marketing pizazz to make it sound good. Do I keep with that trend, and write to him? Or remove myself completely and direct to the public?

Click to expand...

In this instance I would direct to the public and be careful when describing him or YOUR resp will be removed. I read whole house on the review, I can only imagine you nipped this one in the bud before it became a nuclear bomb!
We're here for you Banana!

Joey Bloggs said:

BananaE29 said:

I spoke with TA, and as expected, it does not fit the guidelines for removal. He had an interaction with the establishment - and that's pretty much all it takes. I think I want my response to be directed at the general public, or prospective guests...correct? I know that I can remain professional if directing it at him, but that is not the route I want to go, is it? All my other responses are directed to the guest that reviewed, but using some marketing pizazz to make it sound good. Do I keep with that trend, and write to him? Or remove myself completely and direct to the public?.

Click to expand...

BananaE29 said:

I spoke with TA, and as expected, it does not fit the guidelines for removal. He had an interaction with the establishment - and that's pretty much all it takes. I think I want my response to be directed at the general public, or prospective guests...correct? I know that I can remain professional if directing it at him, but that is not the route I want to go, is it? All my other responses are directed to the guest that reviewed, but using some marketing pizazz to make it sound good. Do I keep with that trend, and write to him? Or remove myself completely and direct to the public?

Click to expand...

In this instance I would direct to the public and be careful when describing him or YOUR resp will be removed. I read whole house on the review, I can only imagine you nipped this one in the bud before it became a nuclear bomb!
We're here for you Banana!

.

Click to expand...

Joey Bloggs said:

In this instance I would direct to the public and be careful when describing him or YOUR resp will be removed. I read whole house on the review, I can only imagine you nipped this one in the bud before it became a nuclear bomb!
We're here for you Banana!

Click to expand...

Thank you, JB! Yes, his whole family. I can only imagine the Hell I would have gone through with a whole tribe with his mentality. Will share my response here for input before posting.

BananaE29 said:

Joey Bloggs said:

BananaE29 said:

I spoke with TA, and as expected, it does not fit the guidelines for removal. He had an interaction with the establishment - and that's pretty much all it takes. I think I want my response to be directed at the general public, or prospective guests...correct? I know that I can remain professional if directing it at him, but that is not the route I want to go, is it? All my other responses are directed to the guest that reviewed, but using some marketing pizazz to make it sound good. Do I keep with that trend, and write to him? Or remove myself completely and direct to the public?.

Click to expand...

BananaE29 said:

I spoke with TA, and as expected, it does not fit the guidelines for removal. He had an interaction with the establishment - and that's pretty much all it takes. I think I want my response to be directed at the general public, or prospective guests...correct? I know that I can remain professional if directing it at him, but that is not the route I want to go, is it? All my other responses are directed to the guest that reviewed, but using some marketing pizazz to make it sound good. Do I keep with that trend, and write to him? Or remove myself completely and direct to the public?

Click to expand...

In this instance I would direct to the public and be careful when describing him or YOUR resp will be removed. I read whole house on the review, I can only imagine you nipped this one in the bud before it became a nuclear bomb!
We're here for you Banana!

.

Click to expand...

Joey Bloggs said:

In this instance I would direct to the public and be careful when describing him or YOUR resp will be removed. I read whole house on the review, I can only imagine you nipped this one in the bud before it became a nuclear bomb!
We're here for you Banana!

Click to expand...

Thank you, JB! Yes, his whole family. I can only imagine the Hell I would have gone through with a whole tribe with his mentality. Will share my response here for input before posting.
.

Click to expand...

I want to keep it short and not address his personal remarks (my family vacation, my business practices, etc), but it is a little lengthy because I want to quote my reservation request response. So, how is this?

I appreciate this person sharing their experience, as it gives us the opportunity to clarify the reservation and confirmation process with our future guests.
At blah blah (edited by swirt) B&B, we have an secure online reservation program which enables a guest to make a reservation request via email. This is only a request for a specific date, room, etc. - it does not guarantee availability. The user receives a message upon completing this request which reads verbatim “If all necessary information is included in your reservation request, we will email you a confirmation. If we have questions, we will phone you at either number you have listed. If you do not want a phone call, it is important for you to phone us immediately after sending your request. Your reservation is not confirmed until you receive a confirmation email.”
In this situation, when the reservation request was received, the sender was notified within 24 hours that the rooms would not be available. The booking request is for six months in the future, and there is no doubt that this family will be able to find lodging accommodations elsewhere. We sincerely hope they enjoy their stay on our beautiful island.

Since I don't know your inn, I can't see the review. Did he rate ANYTHING?
Yes, he has a right to review but he can't rate the location, sleep quality, rooms, or cleanliness and if he has, you have a right to have it removed from T/A.
As to responding, I think you should take to it as a rational person would think:
Unfortunately the dates (six months in advance), which should have been marked out, were not. We contacted the guest promptly and apologized only to be met with some extremely strong feelings. We are sorry that this person felt so wronged.

BananaE29 said:

BananaE29 said:

Joey Bloggs said:

BananaE29 said:

I spoke with TA, and as expected, it does not fit the guidelines for removal. He had an interaction with the establishment - and that's pretty much all it takes. I think I want my response to be directed at the general public, or prospective guests...correct? I know that I can remain professional if directing it at him, but that is not the route I want to go, is it? All my other responses are directed to the guest that reviewed, but using some marketing pizazz to make it sound good. Do I keep with that trend, and write to him? Or remove myself completely and direct to the public?.

Click to expand...

BananaE29 said:

I spoke with TA, and as expected, it does not fit the guidelines for removal. He had an interaction with the establishment - and that's pretty much all it takes. I think I want my response to be directed at the general public, or prospective guests...correct? I know that I can remain professional if directing it at him, but that is not the route I want to go, is it? All my other responses are directed to the guest that reviewed, but using some marketing pizazz to make it sound good. Do I keep with that trend, and write to him? Or remove myself completely and direct to the public?

Click to expand...

In this instance I would direct to the public and be careful when describing him or YOUR resp will be removed. I read whole house on the review, I can only imagine you nipped this one in the bud before it became a nuclear bomb!
We're here for you Banana!

.

Click to expand...

Joey Bloggs said:

In this instance I would direct to the public and be careful when describing him or YOUR resp will be removed. I read whole house on the review, I can only imagine you nipped this one in the bud before it became a nuclear bomb!
We're here for you Banana!

Click to expand...

Thank you, JB! Yes, his whole family. I can only imagine the Hell I would have gone through with a whole tribe with his mentality. Will share my response here for input before posting.
.

Click to expand...

I want to keep it short and not address his personal remarks (my family vacation, my business practices, etc), but it is a little lengthy because I want to quote my reservation request response. So, how is this?

I appreciate this person sharing their experience, as it gives us the opportunity to clarify the reservation and confirmation process with our future guests.
At blah blah (edited by swirt) B&B, we have an secure online reservation program which enables a guest to make a reservation request via email. This is only a request for a specific date, room, etc. - it does not guarantee availability. The user receives a message upon completing this request which reads verbatim “If all necessary information is included in your reservation request, we will email you a confirmation. If we have questions, we will phone you at either number you have listed. If you do not want a phone call, it is important for you to phone us immediately after sending your request. Your reservation is not confirmed until you receive a confirmation email.”
In this situation, when the reservation request was received, the sender was notified within 24 hours that the rooms would not be available. The booking request is for six months in the future, and there is no doubt that this family will be able to find lodging accommodations elsewhere. We sincerely hope they enjoy their stay on our beautiful island.
.

Click to expand...

I don't think you need to go into the details about your" Verbatim" Keep it short and sweet. I like what John S said.

BananaE29 said:

BananaE29 said:

Joey Bloggs said:

BananaE29 said:

I spoke with TA, and as expected, it does not fit the guidelines for removal. He had an interaction with the establishment - and that's pretty much all it takes. I think I want my response to be directed at the general public, or prospective guests...correct? I know that I can remain professional if directing it at him, but that is not the route I want to go, is it? All my other responses are directed to the guest that reviewed, but using some marketing pizazz to make it sound good. Do I keep with that trend, and write to him? Or remove myself completely and direct to the public?.

Click to expand...

BananaE29 said:

I spoke with TA, and as expected, it does not fit the guidelines for removal. He had an interaction with the establishment - and that's pretty much all it takes. I think I want my response to be directed at the general public, or prospective guests...correct? I know that I can remain professional if directing it at him, but that is not the route I want to go, is it? All my other responses are directed to the guest that reviewed, but using some marketing pizazz to make it sound good. Do I keep with that trend, and write to him? Or remove myself completely and direct to the public?

Click to expand...

In this instance I would direct to the public and be careful when describing him or YOUR resp will be removed. I read whole house on the review, I can only imagine you nipped this one in the bud before it became a nuclear bomb!
We're here for you Banana!

.

Click to expand...

Joey Bloggs said:

In this instance I would direct to the public and be careful when describing him or YOUR resp will be removed. I read whole house on the review, I can only imagine you nipped this one in the bud before it became a nuclear bomb!
We're here for you Banana!

Click to expand...

Thank you, JB! Yes, his whole family. I can only imagine the Hell I would have gone through with a whole tribe with his mentality. Will share my response here for input before posting.
.

Click to expand...

I want to keep it short and not address his personal remarks (my family vacation, my business practices, etc), but it is a little lengthy because I want to quote my reservation request response. So, how is this?

I appreciate this person sharing their experience, as it gives us the opportunity to clarify the reservation and confirmation process with our future guests.
At blah blah (edited by swirt) B&B, we have an secure online reservation program which enables a guest to make a reservation request via email. This is only a request for a specific date, room, etc. - it does not guarantee availability. The user receives a message upon completing this request which reads verbatim “If all necessary information is included in your reservation request, we will email you a confirmation. If we have questions, we will phone you at either number you have listed. If you do not want a phone call, it is important for you to phone us immediately after sending your request. Your reservation is not confirmed until you receive a confirmation email.”
In this situation, when the reservation request was received, the sender was notified within 24 hours that the rooms would not be available. The booking request is for six months in the future, and there is no doubt that this family will be able to find lodging accommodations elsewhere. We sincerely hope they enjoy their stay on our beautiful island.
.

Click to expand...

I DO think that you need to state your policy verbatim. I read the review and this response is just right. Perfect.
TA will not take it down, as I have had a similar situation that occurred over the phone re multiple phone calls re not being able to accommodate a reservation, you know, a little thing, like my daughter was giving birth to my grand-daughter at that very moment.... on Christmas Eve... finally, I just told them I had to go. They wrote a crappy review.

EmptyNest said:

BananaE29 said:

BananaE29 said:

Joey Bloggs said:

BananaE29 said:

I spoke with TA, and as expected, it does not fit the guidelines for removal. He had an interaction with the establishment - and that's pretty much all it takes. I think I want my response to be directed at the general public, or prospective guests...correct? I know that I can remain professional if directing it at him, but that is not the route I want to go, is it? All my other responses are directed to the guest that reviewed, but using some marketing pizazz to make it sound good. Do I keep with that trend, and write to him? Or remove myself completely and direct to the public?.

Click to expand...

BananaE29 said:

I spoke with TA, and as expected, it does not fit the guidelines for removal. He had an interaction with the establishment - and that's pretty much all it takes. I think I want my response to be directed at the general public, or prospective guests...correct? I know that I can remain professional if directing it at him, but that is not the route I want to go, is it? All my other responses are directed to the guest that reviewed, but using some marketing pizazz to make it sound good. Do I keep with that trend, and write to him? Or remove myself completely and direct to the public?

Click to expand...

In this instance I would direct to the public and be careful when describing him or YOUR resp will be removed. I read whole house on the review, I can only imagine you nipped this one in the bud before it became a nuclear bomb!
We're here for you Banana!

.

Click to expand...

Joey Bloggs said:

In this instance I would direct to the public and be careful when describing him or YOUR resp will be removed. I read whole house on the review, I can only imagine you nipped this one in the bud before it became a nuclear bomb!
We're here for you Banana!

Click to expand...

Thank you, JB! Yes, his whole family. I can only imagine the Hell I would have gone through with a whole tribe with his mentality. Will share my response here for input before posting.
.

Click to expand...

I want to keep it short and not address his personal remarks (my family vacation, my business practices, etc), but it is a little lengthy because I want to quote my reservation request response. So, how is this?

I appreciate this person sharing their experience, as it gives us the opportunity to clarify the reservation and confirmation process with our future guests.
At blah blah (edited by swirt) B&B, we have an secure online reservation program which enables a guest to make a reservation request via email. This is only a request for a specific date, room, etc. - it does not guarantee availability. The user receives a message upon completing this request which reads verbatim “If all necessary information is included in your reservation request, we will email you a confirmation. If we have questions, we will phone you at either number you have listed. If you do not want a phone call, it is important for you to phone us immediately after sending your request. Your reservation is not confirmed until you receive a confirmation email.”
In this situation, when the reservation request was received, the sender was notified within 24 hours that the rooms would not be available. The booking request is for six months in the future, and there is no doubt that this family will be able to find lodging accommodations elsewhere. We sincerely hope they enjoy their stay on our beautiful island.
.

Click to expand...

I don't think you need to go into the details about your" Verbatim" Keep it short and sweet. I like what John S said.
.

Click to expand...

Thank you. I think that those who really understand will read right through it.

Jon Sable said:

Since I don't know your inn, I can't see the review. Did he rate ANYTHING?
Yes, he has a right to review but he can't rate the location, sleep quality, rooms, or cleanliness and if he has, you have a right to have it removed from T/A.
As to responding, I think you should take to it as a rational person would think:
Unfortunately the dates (six months in advance), which should have been marked out, were not. We contacted the guest promptly and apologized only to be met with some extremely strong feelings. We are sorry that this person felt so wronged..

Click to expand...

Jon, I sent you a message with my inn info. I like your response.

my version:
The person writing the review did not receive a confirmation of booking. He did, however, receive a sincere apology for the misunderstanding and inconvenience. The request was for dates 6 months in advance for which we had planned to close the inn, but had not yet blocked the rooms in our on line reservation system.
I do not believe we deserve a negative review for an administrative error which never harmed the reviewer. He did not confirm, or pay for a reservation. He was not inconvenienced.
We take pride in our inn and our customer service. Please read our glowing service reviews before taking this one seriously.

and for the record, what a chit-head.

BananaE29 said:

Jon Sable said:

Since I don't know your inn, I can't see the review. Did he rate ANYTHING?
Yes, he has a right to review but he can't rate the location, sleep quality, rooms, or cleanliness and if he has, you have a right to have it removed from T/A.
As to responding, I think you should take to it as a rational person would think:
Unfortunately the dates (six months in advance), which should have been marked out, were not. We contacted the guest promptly and apologized only to be met with some extremely strong feelings. We are sorry that this person felt so wronged..

Click to expand...

Jon, I sent you a message with my inn info. I like your response.
.

Click to expand...

I read the review and I think that the reply I posted should do the job. You can play with a little, but I think that most people will read into also how he treated you.
You may want to consider changing "strong feelings" with "harsh feelings" because more people will read in the word "words" instead of "feelings" and understand how nasty he was to you.
But don't sweat it. You will get to tell your side of it for a long while to your guests who will laugh it off.
BTW, is his quote accurate? If not, you may want to ask T/A to remove for misquoting you.

Jon Sable said:

BananaE29 said:

Jon Sable said:

Since I don't know your inn, I can't see the review. Did he rate ANYTHING?
Yes, he has a right to review but he can't rate the location, sleep quality, rooms, or cleanliness and if he has, you have a right to have it removed from T/A.
As to responding, I think you should take to it as a rational person would think:
Unfortunately the dates (six months in advance), which should have been marked out, were not. We contacted the guest promptly and apologized only to be met with some extremely strong feelings. We are sorry that this person felt so wronged..

Click to expand...

Jon, I sent you a message with my inn info. I like your response.
.

Click to expand...

I read the review and I think that the reply I posted should do the job. You can play with a little, but I think that most people will read into also how he treated you.
You may want to consider changing "strong feelings" with "harsh feelings" because more people will read in the word "words" instead of "feelings" and understand how nasty he was to you.
But don't sweat it. You will get to tell your side of it for a long while to your guests who will laugh it off.
BTW, is his quote accurate? If not, you may want to ask T/A to remove for misquoting you.
.

Click to expand...

No. I was pleasant to the end, when I discontinued the call. I was a 911 operator for many years before this, and am able to shelf my personal feelings when dealing with emotional people on the phone. My quote was "Good luck with your search for lodging for your family. Have a good day." And as I took the phone away from my ear to hang up, I heard the lovely response from him. I wasn't sarcastic, but at the end, I wasn't putting a lot of heart into it either. I sincerely tried to help him with other lodging, looking up availability for other B&Bs and even directing him to condos that could accommodate 8 adults in one condo, therefore saving him A LOT of money.

I don't want to fight TA. I'm too tired and too burned out and too busy right now to let them get to me. I'll post the response later today - a shortened version of mine, but I'll put a little of yours in there too.