Review- need your help

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06/26/2008

Got a bad review, and what worse I think is a fake. Check our records and nobody matching that description fits any of our guests for July.

Contacted TA but it will take some days before they take a look and hopefully respond to it. II need to respond to it - please need your help. Any suggestions how to handle this would be appreciated.

This is what is says:

"As far as accommodations go the room was around $130 per night and was cramped so the place was nothing special. What is all the fuss is about on this site? Our overall experience was almost ruined by the rudeness of the owners who acted as though we were imposing on them.
The location is barely downtown and we had to travel to get to anywhere interesting."

plus 3 bubbles for location and cleanliness and 1 bubble for service.

1. we do not advertise we are downtown and past reviews if mention tell how great our location is

2. our 300+ reviews rave how clean we are-never ever had anybody say any different

3.never had anybody accuse us for being rude - and no we did not have any confrontation with any guests this month or any other month.

4.$130/ night is a darn good price for our very large city (most hotels start at around $200)

 

 

seashanty's picture
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06/02/2008

 i'm sorry.  even when a place deserves a bad review from my perspective, i'm reluctant to leave one. 

Kay Nein's picture
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02/13/2012

How does TA determine if a review is fake?  Do they contact the reviewer and ask them such?    I wonder what their process is.

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10/07/2008

Recently there was a post on FB of a famous actor who was enjoying a waterfall not far from here. I thought, hey wouldn't that be great to have a photo of him sitting on the porch, then I remembered he is a heroine addict. I thought about someone shooting up in one our rooms and felt ill just thinking about it.

Why am I sharing this? Because not everything is always as it seems. We do what we can do. We can't please everyone and appearances are not everything. So we take the good with the bad in this business, as we do in life in general.

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05/22/2008

Really not alot you can do but do a professional sounding mgt response and move on.  Let the new good ones play over the crap. If people see you have mostly all excellent reviews, why would they bother with one nasty one?

Don't whine, don't apologize, just state the facts.

timberbandb's picture
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EmptyNest wrote:

Really not alot you can do but do a professional sounding mgt response and move on.  Let the new good ones play over the crap. If people see you have mostly all excellent reviews, why would they bother with one nasty one?

Don't whine, don't apologize, just state the facts.

And remember that you are really writing to new, potential guests. That's who you want to make the impression on, those folks and your "regulars" (who already know and love you) will be the ones reading the review. 

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10/07/2008

EmptyNest wrote:

Really not alot you can do but do a professional sounding mgt response and move on.  Let the new good ones play over the crap. If people see you have mostly all excellent reviews, why would they bother with one nasty one?

Don't whine, don't apologize, just state the facts.

I agree.

We put our heart and soul into our business, so it does hurt when someone doesn't like, or appreciate what we do and takes the time to go out of their way to say something negative.

We know there are people out there who are not our ideal guest, it happens. We know there are people out there who are selfish and greedy. We know there are people out there who are lawless and evil.  Sometimes these go to B&B's.

 

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10/07/2008

I am not sure how you can expect TA to remove or do whatever if reviews are anon. How are you going to tell them this person did not stay there if you don't know who they are. Yes we do detective work and are intuitive on who our guests are, moreso than the avg lodging choice, but still, that is the point of TA to review anon.

I am very sorry to hear this. We know you are awesome!

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06/26/2008

I am not holding my breath that they will remove. The person who reviewed is only anon on line, TA must have more info on them and ways of contacting them for the proof of stay. All I knew about them that they are from a very specific location and I checked all guest that came from there. We have ResKey system and all bookings are entered through that, so I can proof that they did not stay here as long as I know the date and/or name. I am less fuming today, but it still hurts.

Breakfast Diva's picture
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05/26/2009

TA will not take it down. The reviewer does not need to show proof of stay and frankly, TA just doesn't care. bb.com is the only directory that I know of that will go back to the reviewer for proof of stay.

Just do your management response and with all your other fabulous reviews, the traveler who is reading the reviews will know what's up.

I'm sorry this happened to you.

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04/02/2014

Dealing with this too - we always get 5s and an occasional 4 but got two 3s in two days.  One picked the cheapest room for her 40th anniversary even though I advised against it as it's the handicap-equipped room and not romantic at all.  She didn't want to pay the $90 extra for the huge, gorgeous room with fireplace, jacuzzi and patio for her one special night away.  Review complained she had to sign an "agreement" to check-in and tv was only 20" (can't put larger one as wheelchair guests could bump head).   Didn't mention my husband volunteered to take lots of photos of them around the place after she told him they have almost no photos of themselves together in 40 years.  Only that room wasn't good, etc.  drives you nuts as he didn't have to take all those photos for her but did to be nice.  The other one booked least expensive, after 20 minutes asked to see most expensive which they saw online was still empty and asked for 20% discount to switch.  Husband did it and she then wrote review the room was way overpriced and heard a guest above her at some point.   Live and learn - being nice and/or upgrading at discount won't stop the negative peeps from giving bad reviews.  I think it's in their nature.

just write a good response and let it go (when you figure out how let me know because I'm still irritated)!

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06/26/2008

I do not think it will ever stop hurting and irritating.  After a while we just choose not to think about it.

 

Highlands John's picture
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April wrote:

I do not think it will ever stop hurting and irritating.  After a while we just choose not to think about it.

Spot on. I have a -ve review from about 5 years ago. They were noisy, I asked them to keep the noise down, they left a spiteful and retaliatory review. Still makes me angry even now, can't even read it still.

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06/26/2008

On the days like that I think I am in the wrong business and all I want to do is quit. Unfortunately I am in years 1 of 5 years exit plan. 

happykeeper's picture
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12/11/2008

That caught my attention! We are formulating our exit strategy. Any tips would be appreciated now that you are in the first year of yours.

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06/26/2008

My strategy is simple- I just told my husband I will not do it for longer than 5 years. We own a couple of properties and the grand plan is that all but one (the house I live in) of them will be rented to regular tenants. I am still toying with idea of just continuing with 2-3 bedroom B&B perhaps on seasonal basis only. We are both visual artists and want go back to painting. I am also interested in reflexology, reiki and yoga and would like to do something with that as well.

happykeeper's picture
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12/11/2008

I love that strategy. It kind of sounds like you may choose to to retire where you are without selling assets. We have thought a lot about that because we love where we live, but the maintenance on such a large house can be more than we might want to handle.

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04/02/2014

It's great to have a plan.  We have to get our kids through school and off to college before we would ever sell.  By then, we'll have the place paid off and have saved for our retirement place down South.  However, we don't want to live down there in July & August, so one idea is to keep this place an run it seasonally from July-October when we make more than 60% of our money anyway.  So at mid-50s, we'll only work 4 months a year until we decide to sell.  Something to look forward to on those days when ...

happykeeper's picture
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12/11/2008

We really do like what we do and the idea of opening seasonally is very appealing. Our challenge is that we will have to choose what season, since we can be very busy most anytime of the year. The peak season is DEC 15- APR 15, but our August is super busy. We would have to work less 5 years from now to continue to enjoy it as we do now.

Of course, we have to get on that 5 year exit plan now, since we are coming into our mid-50's now.

Thanks for reinforcing the benefit of having a plan.

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05/22/2008

Our plan changed when the recession kicked in. We couldn't sell our place. So we are still here and love it. It isn't expensive on upkeep so unless someone hands us the cash we want, we will be here till they roll us out the door Smiling

happykeeper's picture
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12/11/2008

LOL We sometimes think we may do the same. Perhaps when we put together our exit plan, we should have a couple of paths to choose from.

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01/12/2013

I would respond immediately while waiting for T_A to remove.  My response would be something like:

We believe this review was inadvertently placed under the wrong location and are awaiting removal from Tri p Ad visor.  Please read our other 300+ reviews and you will see that this one is quite clearly a mistake.  We are not located near downtown, nor do we advertise as such. However, we ARE in a wonderful location, as you will see from the many other reviews.

It took TA four days to respond to my request to remove a review.  They had actually already posted my response by the time they answered my request.  You could lose a booking or two in the meantime.  Prospective guests will see right through this one when they look at the others.  Try not to worry about it.

Highlands John's picture
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04/16/2010

TA used to take the attitude that if you post a response you're basically saying the review is legit, don't know if that's still true.

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06/24/2008

Highlands John wrote:

TA used to take the attitude that if you post a response you're basically saying the review is legit, don't know if that's still true.

That's what I recall as well, HJ. 

April, while it tugs deeply on your heart right now, tomorrow is a new day and with the high number of excellent reviews people will see through this one.  Give it a few days, allowing TA to respond, if nothing by the end of the week post a reply touting on your other great reviews and stating you have no record of these guests and believe the review was posted to your listing by accident.  Then move on.  It will quickly be buried and when read will be looked upon as sour grapes.  

Madeleine's picture
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09/29/2011

You know, it does sound like a fake.

You could leave it for a few days to see if ta takes it down. They will probably day that the guest got the dates mixed up, tho. We've heard innkeepers get that response before.

If the review stands you might want to respond that given all the other reviewers saying differently, you think these folks did a review on the wrong property. That you don't have any record of these guests and their experience doesn't sound like they stayed with you. (especially if they posted with a photo of themselves!)

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