Would you say something?

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TheBeachHouse's picture
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06/24/2013

Got a 4 star review.  All good comments and very matter of fact.   Really the kind of review people like because it is full of reality and facts.   But I didn't like the way he described breakfast.  

"Breakfast was a do-it-yourself affair with cold cereals, a coffee cake, some fruit, toaster waffles and instant oatmeal."

'Some fruit' is usually two or three kinds of melon and strawberries.  And he left out the yogurt (with granola, raisins,nuts, coconut) and hard boiled eggs and English muffins with cream cheese, peanut butter, honey and jam.    We also put out three kinds of juice and the buffet is really pretty.

So, the question, should I meantion the yogurt and eggs?   I know people who don't like continental don't like it becuase they want protein, 'real food', not just sweets?   Or do I let it go?  And if I comment, how do I phrase? 

I thought, "Thank you for the great review! Don't forget the yogurt bar with assorted toppings and we always have hard boiled eggs available."

  

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I say give it a day, ensure that you are not taking it too personally, as BD suggested.  Since you respond to all your reviews, respond to this one also. Just play it up - "We're so glad you liked our great weekday continental breakfast, which includes a yogurt bar with lots of toppings,  homemade breads, etc, etc (whatever you want specified here).  On weekends, we serve a fabulous hot full buffet breakfast that will keep you full all day.  Many of our guests skip lunch!" 

Whatever....you know, just turn it into a marketing opportunity and highlight the positives. 

Country Girl's picture
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Oops. meant for other topic.

 

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happykeeper's picture
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Do you respond to every review? Is this a four star amongst many fives? Have you thought about how and what you want to market in your response?

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TheBeachHouse's picture
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happykeeper wrote:

Do you respond to every review? Is this a four star amongst many fives? Have you thought about how and what you want to market in your response?

I respond to every review.   And I have maybe 3 4stars and 47 or 48 five stars.   

happykeeper's picture
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I would consider using it as an opportunity to refresh your breakfast description. One option might be to take the opportunity to introduce something new or mention that you switched to a premium brand or added prunes or that type of thing. It is very natural to let folks know that you have taken an action, perhaps not in response to the review (defensive) but as an everyday effort to provide guests what they want.

 

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I agree...Beach.  Since you respond to your reviews, seize this as an opportunity for a positive spin on your breakfast and thank them for their review.  I think that goes a long way when folks are reading responses. 

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happykeeper wrote:

I would consider using it as an opportunity to refresh your breakfast description. One option might be to take the opportunity to introduce something new or mention that you switched to a premium brand or added prunes or that type of thing. It is very natural to let folks know that you have taken an action, perhaps not in response to the review (defensive) but as an everyday effort to provide guests what they want.

 

Haps I am with you. Mark this date down, put on the Fife Badge again... Smiling

I have forgotten the URL for Beachies website, but perhaps SHOWING THEM WHAT YA GOT - shazzam is the best way to deal with this. Take this opportunity to get more photos (some close ups) of your breakfast lay out, stage it, go for it Beachie. Smiling If you think breakfast is a big worthy part of the stay, play it up on your website some more. I think that would be fantastic.

Great idea Haps.

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TheBeachHouse's picture
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we do have several breakfast pictures on our website.   It didn't occur to me to add them to TA.   GREAT idea.  I just checked and you can't add a photo to a management response, but I can certainly meantion it.   And add it to TA in general.

 

 

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TheBeachHouse wrote:

we do have several breakfast pictures on our website.   It didn't occur to me to add them to TA.   GREAT idea.  I just checked and you can't add a photo to a management response, but I can certainly meantion it.   And add it to TA in general.

 

You can also add a tab to your menu on your website that says breakfast. Avoid any confusion that way. 

Madeleine's picture
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We had a fair number of guests call us 'grandma's house' in a pejorative sense. I started to 'own' grandma. Mentioned how nice my grandma was and how welcoming she was.

Then we get the bathroom across the hall crowd saying they had a shared bath. I reply to every one of those saying the bathroom is private.

I see what you do. The comment doesn't present the breakfast the way you see it.

So - thanks for the review, glad you liked your stay, a small clarification about the buffet - it's a town ordinance and we provide all the wonderful items you mentioned plus... And on weekends we add...

Unless the buffet isn't due to a town ordinance but is just the way you do business. Then skip that part and throw in the bits he missed.

Short, sweet. No more than a sentence.

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TheBeachHouse's picture
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giggle.   love the responses.

I do like that y'all are here to bounce issues off of.  Just goes to show you, we all have our 'way.'  

I got another review titled, "Unexpectedly Charming."    It's a 5 star review full of nice comments and I'm sitting here thinking, "why unexpected????"    LOL

Breakfast Diva's picture
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05/26/2009

No, don't say anything. They were describing the type of breakfast you have. Remember, most b&bs are known for a hot breakfast and this reviewer was not making a negative out of it. You also can't expect them to include everything that's available on your breakfast buffet.

Now, if you are doing hot entrees on the weekends, then you could mention something about that. Otherwise you will just come across as defensive.

If you respond to all reviews, then just thank them for a lovely review and glad they enjoyed their stay.

TheBeachHouse's picture
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Breakfast Diva wrote:

No, don't say anything. They were describing the type of breakfast you have. Remember, most b&bs are known for a hot breakfast and this reviewer was not making a negative out of it. You also can't expect them to include everything that's available on your breakfast buffet.

Now, if you are doing hot entrees on the weekends, then you could mention something about that. Otherwise you will just come across as defensive.

If you respond to all reviews, then just thank them for a lovely review and glad they enjoyed their stay.

 

He just makes it sound so boring and un-thought-out.   When we really do a nice presentation.   Oh well.

Breakfast Diva's picture
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TheBeachHouse wrote:

Breakfast Diva wrote:

No, don't say anything. They were describing the type of breakfast you have. Remember, most b&bs are known for a hot breakfast and this reviewer was not making a negative out of it. You also can't expect them to include everything that's available on your breakfast buffet.

Now, if you are doing hot entrees on the weekends, then you could mention something about that. Otherwise you will just come across as defensive.

If you respond to all reviews, then just thank them for a lovely review and glad they enjoyed their stay.

 

He just makes it sound so boring and un-thought-out.   When we really do a nice presentation.   Oh well.

Your other reviews speak nicely of your breakfasts. Don't worry about it. You're taking it way too personally.

Anon Inn's picture
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09/26/2011

Like your response.  Positive, enthusiastic and to the point.  It is likely to be read and remembered by those checking the place out.

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