To Fight, or Respond

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01/12/2013

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?

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09/29/2011

BananaE29 wrote:

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?

Direct your response to the readers.

And make sure the rooms are offline.

You can say something in the response to the guest along the lines of,  "as I explained in our lengthy phone call... Where I advised you of several other places to stay... And apologize for being unable to confirm the availability of the rooms."

Say that all reservations that have been confirmed by you are honored. You can certainly say the reservation process was not completed.

You don't have to say you're going on vacation in your response. Just say there was a prior commitment and the calendar was not up to date  "at that moment."

 

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10/07/2008

BananaE29 wrote:

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?

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! heart

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01/12/2013

Joey Bloggs wrote:

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! heart

 

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.

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01/12/2013

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.

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01/12/2013

Bless you Swirt Smiling 

Momma Smurf's picture
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12/06/2010

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.

__________________

The Truth and an Open Mind Shall Set You Free

 

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05/22/2008

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.

Generic's picture
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02/24/2011

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

seashanty's picture
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06/02/2008

  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! 

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10/07/2008

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...

gillumhouse's picture
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05/22/2008

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.

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05/22/2008

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.

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10/07/2008

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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01/12/2013

Joey Bloggs wrote:

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!

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!

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