Can you help me respond to this review?

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TheBeachHouse

TheBeachHouse

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I respond to every review - good bad or boring. This one has me stumped. It's almost passive/aggressive. He mentions something good and something bad in each sentence.
I don't worry about the friendliness factor. But the air conditioning comment p1sses me off. To me, I EXPECT the air in a hotel room to keep me awake. It's unfamiliar noise! Anyway - your thoughts?
We stayed here in Sept for 2 nights. Beautiful house but the air conditioning was so loud in the bedroom. Lovely breakfast and stunning views.
Very disappointed in the owner/host saw him on arrival then did not make contact until paying. Didn't even speak to us at breakfast so not very friendly although met some lovely guests.
Quite a walk to town although very pretty along the coast.
 
I want to say that the air conditioning is brand new. (Not only is it new, but we had the house re-wired so we could support AC!)
 
Here is what I have so far and I'm not happy with it.
Thank you so much for your very positive review of our home, breakfast and water views. Sorry to read that we missed the chance to chat during your visit. Sometimes the morning chores take us away from our guests. Maybe next time!
I do like to be very clear about the accommodations so that future guests know where they will be staying. Each room has a portable air conditioner (that is rarely needed because of the sea breezes.) None of the units are more than two years old. All are in perfect condition. We are an antique home and central air is not an option. we understand that unfamiliar sounds can disturb one's sleep - it is the same for me when I travel.
 
Did he just stay? Id be putting due to the fab sea breezes Air con is rarely necessary especially in October!
 
TheBeachHouse said:
I want to say that the air conditioning is brand new. (Not only is it new, but we had the house re-wired so we could support AC!).
Click to expand...
We are a motel, but I do like to chat with our guests as well, some like to chat and some not so much, I like your comment as is, we all have busy times and you have breakfast to serve.
Some folks are just uncomfortable in a strange place, don't sleep well and the AC unit or mini-fridge usually gets the blame, the other half bring a fan as they need the noise to sleep, can't win. Me, I always feel like I'm melting so I would probably run the AC rather than the ocean breeze.
I'd probably say something along the line of "I'm sorry you didn't find the AC acceptable, our home was rewired and the AC units recently installed to accommodate guests who desired more than the cooling ocean breezes that we enjoy".
You didn't ask the question, but do you think the AC units are noisy? If so and it is not just the operation of the machine, would putting it on one of those sponge floor pads reduce the noise (sounded like you were speaking of the roll around portable units)?
 
TheBeachHouse said:
I want to say that the air conditioning is brand new. (Not only is it new, but we had the house re-wired so we could support AC!).
Click to expand...
I like your response, maybe an edit along these lines?
"Thank you so much for your very positive review of our home, breakfast and water views.
We have recently added portable air conditioners to each room (that are rarely needed because of the sea breezes) The units are maintained in tip top condition. The inn is a heritage building so central air is not an option. we understand that unfamiliar sounds can disturb one's sleep - it is the same for me when I travel. :)
Sorry to read that we missed the chance to chat during your visit. Sometimes the morning chores take us away from our guests. Maybe next time!
Best wishes, "
 
Anon Inn said:
TheBeachHouse said:
I want to say that the air conditioning is brand new. (Not only is it new, but we had the house re-wired so we could support AC!).
Click to expand...
I like your response, maybe an edit along these lines?
"Thank you so much for your very positive review of our home, breakfast and water views.
We have recently added portable air conditioners to each room (that are rarely needed because of the sea breezes) The units are maintained in tip top condition. The inn is a heritage building so central air is not an option. we understand that unfamiliar sounds can disturb one's sleep - it is the same for me when I travel. :)
Sorry to read that we missed the chance to chat during your visit. Sometimes the morning chores take us away from our guests. Maybe next time!
Best wishes, "
.
Click to expand...
I like this but I'd take out the part about chores taking you away from the guests. (The guests are the job.) I'd add in place of that - we're happy you were able to make some new friends. That's part of the fun of a B&B stay.
Or, sorry we didn't chat as much as you wanted. We do make an effort to speak with everyone, but you seemed so engaged with the other guests we didn't want to interrupt.
 
I do like to be very clear about the accommodations so that future guests know where they will be staying. Each room has an air conditioner that is rarely needed because of the sea breezes. We are an antique home and central air is not used because we want our guests to have the option of using or not using A/C for their personal comfort.
 
Anon Inn said:
TheBeachHouse said:
I want to say that the air conditioning is brand new. (Not only is it new, but we had the house re-wired so we could support AC!).
Click to expand...
I like your response, maybe an edit along these lines?
"Thank you so much for your very positive review of our home, breakfast and water views.
We have recently added portable air conditioners to each room (that are rarely needed because of the sea breezes) The units are maintained in tip top condition. The inn is a heritage building so central air is not an option. we understand that unfamiliar sounds can disturb one's sleep - it is the same for me when I travel. :)
Sorry to read that we missed the chance to chat during your visit. Sometimes the morning chores take us away from our guests. Maybe next time!
Best wishes, "
.
Click to expand...
Anon Inn said:
I like your response, maybe an edit along these lines?
​ Here's my edits as well….
regular_smile.gif
I like the review except I would….
"Thank you so much for your very positive review of our home, breakfast and water views.
We have recently added portable air conditioners to each room for our guests comfort. (though we rarely needed it ourselves because of the sea breezes) The units are maintained in tip top condition. The inn is a heritage building so central air is not an option. we understand that unfamiliar sounds can disturb one's sleep - it is the same for me when I travel. :)
Sorry to read that we missed the chance to chat during your visit. We missed talking to you as well but didn't want to interrupt the conversation between you and the other guests….
Best wishes, "
Click to expand...
 
Like yourself I've never come across a silent a/c yet, others have addressed that.
As far as the not talking thing I would turn it around and say some like "some guests like to chat and we enjoy talking with them, others prefer their own company so we try not to intrude, I'm sorry we misjudged you".
 
I do not have a response for you ... but I have a suggestion. This may not be what you want to hear ... this may be unpopular to say, I don't know. And I'm trying to think of the best way to say it because I mean it to be helpful. But here goes.
When you have guests mentioning in reviews that you are not friendly, when you feel you are run off your feet getting things done, if you cannot get paid help so you can slow down, (there are two of you, right?) you have to make a concerted effort to speak to each guest.
You have said 'should I interrupt' a conversation? No ... you should JOIN a conversation. Have some prepared comments ... have you tried our muffins? what are your plans for today? look each person in the eye and say something, anything .... Is there anything you need? Guests who are chatting with one another and are really social are likely expecting that from you. Quiet guests who sit and read are also looking for that from you.
I tended to do this at breakfast because I was cooking and serving on my own. No matter how much I had to do ... and it was a lot with eight guest rooms ... that forced slow down was crucial.
Guests don't want to feel you are too busy for them. They don't want to know how much work is involved in running your inn.
They want to feel important and they are.
Each person staying with you should get that contact. It's like when you dine someplace and the chef or owner goes from table to table. It only takes a few minutes but it goes a long way to enhancing the guest experience.
 
You all rock! All suggestions are exactly what I was looking for! I know what I want to say, but have to be careful how to say it!!!!
And I do agree, the guests ARE the job, so I won't 'complain' about being busy.
 
seashanty said:
I do not have a response for you ... but I have a suggestion. This may not be what you want to hear ... this may be unpopular to say, I don't know. And I'm trying to think of the best way to say it because I mean it to be helpful. But here goes.
When you have guests mentioning in reviews that you are not friendly, when you feel you are run off your feet getting things done, if you cannot get paid help so you can slow down, (there are two of you, right?) you have to make a concerted effort to speak to each guest.
You have said 'should I interrupt' a conversation? No ... you should JOIN a conversation. Have some prepared comments ... have you tried our muffins? what are your plans for today? look each person in the eye and say something, anything .... Is there anything you need? Guests who are chatting with one another and are really social are likely expecting that from you. Quiet guests who sit and read are also looking for that from you.
I tended to do this at breakfast because I was cooking and serving on my own. No matter how much I had to do ... and it was a lot with eight guest rooms ... that forced slow down was crucial.
Guests don't want to feel you are too busy for them. They don't want to know how much work is involved in running your inn.
They want to feel important and they are.
Each person staying with you should get that contact. It's like when you dine someplace and the chef or owner goes from table to table. It only takes a few minutes but it goes a long way to enhancing the guest experience..
Click to expand...
Seashanty, Thank you for redirecting us to what is the most important!
regular_smile.gif

 
seashanty said:
I do not have a response for you ... but I have a suggestion. This may not be what you want to hear ... this may be unpopular to say, I don't know. And I'm trying to think of the best way to say it because I mean it to be helpful. But here goes.
When you have guests mentioning in reviews that you are not friendly, when you feel you are run off your feet getting things done, if you cannot get paid help so you can slow down, (there are two of you, right?) you have to make a concerted effort to speak to each guest.
You have said 'should I interrupt' a conversation? No ... you should JOIN a conversation. Have some prepared comments ... have you tried our muffins? what are your plans for today? look each person in the eye and say something, anything .... Is there anything you need? Guests who are chatting with one another and are really social are likely expecting that from you. Quiet guests who sit and read are also looking for that from you.
I tended to do this at breakfast because I was cooking and serving on my own. No matter how much I had to do ... and it was a lot with eight guest rooms ... that forced slow down was crucial.
Guests don't want to feel you are too busy for them. They don't want to know how much work is involved in running your inn.
They want to feel important and they are.
Each person staying with you should get that contact. It's like when you dine someplace and the chef or owner goes from table to table. It only takes a few minutes but it goes a long way to enhancing the guest experience..
Click to expand...
I partly agree. I don't agree with interrupting guest conversations to 'join in'. We've had glares and sharp comments when we've 'interrupted' to ask a simple question about the breakfast we were preparing. I can't imagine what we would have gotten had we inserted our comments into a conversation.
I make the rounds to each table when I'm getting the sausage order in. (Do you want it or not?) If I get rebuffed then the guest gets their meal and I get lost. If anyone is sitting alone, I'll try a little harder. If a couple isn't speaking to each other or anyone else, I'll try again to engage. But if there is 'inter-table' conversation going on, I'm out of it unless I hear a question.
 
Morticia said:
seashanty said:
I do not have a response for you ... but I have a suggestion. This may not be what you want to hear ... this may be unpopular to say, I don't know. And I'm trying to think of the best way to say it because I mean it to be helpful. But here goes.
When you have guests mentioning in reviews that you are not friendly, when you feel you are run off your feet getting things done, if you cannot get paid help so you can slow down, (there are two of you, right?) you have to make a concerted effort to speak to each guest.
You have said 'should I interrupt' a conversation? No ... you should JOIN a conversation. Have some prepared comments ... have you tried our muffins? what are your plans for today? look each person in the eye and say something, anything .... Is there anything you need? Guests who are chatting with one another and are really social are likely expecting that from you. Quiet guests who sit and read are also looking for that from you.
I tended to do this at breakfast because I was cooking and serving on my own. No matter how much I had to do ... and it was a lot with eight guest rooms ... that forced slow down was crucial.
Guests don't want to feel you are too busy for them. They don't want to know how much work is involved in running your inn.
They want to feel important and they are.
Each person staying with you should get that contact. It's like when you dine someplace and the chef or owner goes from table to table. It only takes a few minutes but it goes a long way to enhancing the guest experience..
Click to expand...
I partly agree. I don't agree with interrupting guest conversations to 'join in'. We've had glares and sharp comments when we've 'interrupted' to ask a simple question about the breakfast we were preparing. I can't imagine what we would have gotten had we inserted our comments into a conversation.
I make the rounds to each table when I'm getting the sausage order in. (Do you want it or not?) If I get rebuffed then the guest gets their meal and I get lost. If anyone is sitting alone, I'll try a little harder. If a couple isn't speaking to each other or anyone else, I'll try again to engage. But if there is 'inter-table' conversation going on, I'm out of it unless I hear a question.
.
Click to expand...
I do suspect that while this reviewer was 'meet(ing) some lovely guests,' we were hesitant to interrupt. I would likely go back to the apartment and tell Hubby, "They are talking to each other! I love to see them make friends!" But I wouldn't say anything to them so as not to 'break the spell' or even be considered rude or intrusive.
Anyway, loving these very helpful comments.
 
Morticia said:
seashanty said:
I do not have a response for you ... but I have a suggestion. This may not be what you want to hear ... this may be unpopular to say, I don't know. And I'm trying to think of the best way to say it because I mean it to be helpful. But here goes.
When you have guests mentioning in reviews that you are not friendly, when you feel you are run off your feet getting things done, if you cannot get paid help so you can slow down, (there are two of you, right?) you have to make a concerted effort to speak to each guest.
You have said 'should I interrupt' a conversation? No ... you should JOIN a conversation. Have some prepared comments ... have you tried our muffins? what are your plans for today? look each person in the eye and say something, anything .... Is there anything you need? Guests who are chatting with one another and are really social are likely expecting that from you. Quiet guests who sit and read are also looking for that from you.
I tended to do this at breakfast because I was cooking and serving on my own. No matter how much I had to do ... and it was a lot with eight guest rooms ... that forced slow down was crucial.
Guests don't want to feel you are too busy for them. They don't want to know how much work is involved in running your inn.
They want to feel important and they are.
Each person staying with you should get that contact. It's like when you dine someplace and the chef or owner goes from table to table. It only takes a few minutes but it goes a long way to enhancing the guest experience..
Click to expand...
I partly agree. I don't agree with interrupting guest conversations to 'join in'. We've had glares and sharp comments when we've 'interrupted' to ask a simple question about the breakfast we were preparing. I can't imagine what we would have gotten had we inserted our comments into a conversation.
I make the rounds to each table when I'm getting the sausage order in. (Do you want it or not?) If I get rebuffed then the guest gets their meal and I get lost. If anyone is sitting alone, I'll try a little harder. If a couple isn't speaking to each other or anyone else, I'll try again to engage. But if there is 'inter-table' conversation going on, I'm out of it unless I hear a question.
.
Click to expand...
We will have to disagree (and not to hijack this thread as it was asking how to respond) but if more than one guest who I thought was busy having a conversation with other guests then posts a reviews that I was unfriendly I would think my perception is incorrect and I would approach. Not barging in to or interrupting conversations but with an excuse me or a smile and a pause ... and if I was rebuffed, I made the effort. I am talking here about a guest you checked in but haven't spoken to at all since then.
It's a delicate dance and we can't please everyone. Nor do we have 'all day' to try to engage someone in conversation.
:)
Morticia said:
I partly agree. I don't agree with interrupting guest conversations to 'join in'. We've had glares and sharp comments when we've 'interrupted' to ask a simple question about the breakfast we were preparing. I can't imagine what we would have gotten had we inserted our comments into a conversation.
I make the rounds to each table when I'm getting the sausage order in. (Do you want it or not?) If I get rebuffed then the guest gets their meal and I get lost. If anyone is sitting alone, I'll try a little harder. If a couple isn't speaking to each other or anyone else, I'll try again to engage. But if there is 'inter-table' conversation going on, I'm out of it unless I hear a question.
Click to expand...
 
seashanty said:
Morticia said:
seashanty said:
I do not have a response for you ... but I have a suggestion. This may not be what you want to hear ... this may be unpopular to say, I don't know. And I'm trying to think of the best way to say it because I mean it to be helpful. But here goes.
When you have guests mentioning in reviews that you are not friendly, when you feel you are run off your feet getting things done, if you cannot get paid help so you can slow down, (there are two of you, right?) you have to make a concerted effort to speak to each guest.
You have said 'should I interrupt' a conversation? No ... you should JOIN a conversation. Have some prepared comments ... have you tried our muffins? what are your plans for today? look each person in the eye and say something, anything .... Is there anything you need? Guests who are chatting with one another and are really social are likely expecting that from you. Quiet guests who sit and read are also looking for that from you.
I tended to do this at breakfast because I was cooking and serving on my own. No matter how much I had to do ... and it was a lot with eight guest rooms ... that forced slow down was crucial.
Guests don't want to feel you are too busy for them. They don't want to know how much work is involved in running your inn.
They want to feel important and they are.
Each person staying with you should get that contact. It's like when you dine someplace and the chef or owner goes from table to table. It only takes a few minutes but it goes a long way to enhancing the guest experience..
Click to expand...
I partly agree. I don't agree with interrupting guest conversations to 'join in'. We've had glares and sharp comments when we've 'interrupted' to ask a simple question about the breakfast we were preparing. I can't imagine what we would have gotten had we inserted our comments into a conversation.
I make the rounds to each table when I'm getting the sausage order in. (Do you want it or not?) If I get rebuffed then the guest gets their meal and I get lost. If anyone is sitting alone, I'll try a little harder. If a couple isn't speaking to each other or anyone else, I'll try again to engage. But if there is 'inter-table' conversation going on, I'm out of it unless I hear a question.
.
Click to expand...
We will have to disagree (and not to hijack this thread as it was asking how to respond) but if more than one guest who I thought was busy having a conversation with other guests then posts a reviews that I was unfriendly I would think my perception is incorrect and I would approach. Not barging in to or interrupting conversations but with an excuse me or a smile and a pause ... and if I was rebuffed, I made the effort. I am talking here about a guest you checked in but haven't spoken to at all since then.
It's a delicate dance and we can't please everyone. Nor do we have 'all day' to try to engage someone in conversation.
:)
Morticia said:
I partly agree. I don't agree with interrupting guest conversations to 'join in'. We've had glares and sharp comments when we've 'interrupted' to ask a simple question about the breakfast we were preparing. I can't imagine what we would have gotten had we inserted our comments into a conversation.
I make the rounds to each table when I'm getting the sausage order in. (Do you want it or not?) If I get rebuffed then the guest gets their meal and I get lost. If anyone is sitting alone, I'll try a little harder. If a couple isn't speaking to each other or anyone else, I'll try again to engage. But if there is 'inter-table' conversation going on, I'm out of it unless I hear a question.
Click to expand...
.
Click to expand...
seashanty said:
We will have to disagree (and not to hijack this thread as it was asking how to respond)
Click to expand...
As if we could ever stick to a topic. :)
 
Morticia said:
seashanty said:
Morticia said:
seashanty said:
I do not have a response for you ... but I have a suggestion. This may not be what you want to hear ... this may be unpopular to say, I don't know. And I'm trying to think of the best way to say it because I mean it to be helpful. But here goes.
When you have guests mentioning in reviews that you are not friendly, when you feel you are run off your feet getting things done, if you cannot get paid help so you can slow down, (there are two of you, right?) you have to make a concerted effort to speak to each guest.
You have said 'should I interrupt' a conversation? No ... you should JOIN a conversation. Have some prepared comments ... have you tried our muffins? what are your plans for today? look each person in the eye and say something, anything .... Is there anything you need? Guests who are chatting with one another and are really social are likely expecting that from you. Quiet guests who sit and read are also looking for that from you.
I tended to do this at breakfast because I was cooking and serving on my own. No matter how much I had to do ... and it was a lot with eight guest rooms ... that forced slow down was crucial.
Guests don't want to feel you are too busy for them. They don't want to know how much work is involved in running your inn.
They want to feel important and they are.
Each person staying with you should get that contact. It's like when you dine someplace and the chef or owner goes from table to table. It only takes a few minutes but it goes a long way to enhancing the guest experience..
Click to expand...
I partly agree. I don't agree with interrupting guest conversations to 'join in'. We've had glares and sharp comments when we've 'interrupted' to ask a simple question about the breakfast we were preparing. I can't imagine what we would have gotten had we inserted our comments into a conversation.
I make the rounds to each table when I'm getting the sausage order in. (Do you want it or not?) If I get rebuffed then the guest gets their meal and I get lost. If anyone is sitting alone, I'll try a little harder. If a couple isn't speaking to each other or anyone else, I'll try again to engage. But if there is 'inter-table' conversation going on, I'm out of it unless I hear a question.
.
Click to expand...
We will have to disagree (and not to hijack this thread as it was asking how to respond) but if more than one guest who I thought was busy having a conversation with other guests then posts a reviews that I was unfriendly I would think my perception is incorrect and I would approach. Not barging in to or interrupting conversations but with an excuse me or a smile and a pause ... and if I was rebuffed, I made the effort. I am talking here about a guest you checked in but haven't spoken to at all since then.
It's a delicate dance and we can't please everyone. Nor do we have 'all day' to try to engage someone in conversation.
:)
Morticia said:
I partly agree. I don't agree with interrupting guest conversations to 'join in'. We've had glares and sharp comments when we've 'interrupted' to ask a simple question about the breakfast we were preparing. I can't imagine what we would have gotten had we inserted our comments into a conversation.
I make the rounds to each table when I'm getting the sausage order in. (Do you want it or not?) If I get rebuffed then the guest gets their meal and I get lost. If anyone is sitting alone, I'll try a little harder. If a couple isn't speaking to each other or anyone else, I'll try again to engage. But if there is 'inter-table' conversation going on, I'm out of it unless I hear a question.
Click to expand...
.
Click to expand...
seashanty said:
We will have to disagree (and not to hijack this thread as it was asking how to respond)
Click to expand...
As if we could ever stick to a topic. :)
.
Click to expand...
chatting is half the fun!
 
Morticia said:
seashanty said:
I do not have a response for you ... but I have a suggestion. This may not be what you want to hear ... this may be unpopular to say, I don't know. And I'm trying to think of the best way to say it because I mean it to be helpful. But here goes.
When you have guests mentioning in reviews that you are not friendly, when you feel you are run off your feet getting things done, if you cannot get paid help so you can slow down, (there are two of you, right?) you have to make a concerted effort to speak to each guest.
You have said 'should I interrupt' a conversation? No ... you should JOIN a conversation. Have some prepared comments ... have you tried our muffins? what are your plans for today? look each person in the eye and say something, anything .... Is there anything you need? Guests who are chatting with one another and are really social are likely expecting that from you. Quiet guests who sit and read are also looking for that from you.
I tended to do this at breakfast because I was cooking and serving on my own. No matter how much I had to do ... and it was a lot with eight guest rooms ... that forced slow down was crucial.
Guests don't want to feel you are too busy for them. They don't want to know how much work is involved in running your inn.
They want to feel important and they are.
Each person staying with you should get that contact. It's like when you dine someplace and the chef or owner goes from table to table. It only takes a few minutes but it goes a long way to enhancing the guest experience..
Click to expand...
I partly agree. I don't agree with interrupting guest conversations to 'join in'. We've had glares and sharp comments when we've 'interrupted' to ask a simple question about the breakfast we were preparing. I can't imagine what we would have gotten had we inserted our comments into a conversation.
I make the rounds to each table when I'm getting the sausage order in. (Do you want it or not?) If I get rebuffed then the guest gets their meal and I get lost. If anyone is sitting alone, I'll try a little harder. If a couple isn't speaking to each other or anyone else, I'll try again to engage. But if there is 'inter-table' conversation going on, I'm out of it unless I hear a question.
.
Click to expand...
Well I definitely think its important to interact with them, even if they are creeps!
I usually try to find out their interests and suggest places here they might enjoy visiting.
For example, if they play music
I tell them about the Music Museum. They all love that!
If we only talk about breakfast they are not really that interested and many of them dont even eat breakfast! Wife does and hubby watches or just has coffee.
I have made many suggestions as far as good beaches and they all seem to appreciate it.
 
The collection of several four owl eyes reviews in the past few days has dropped us from #1 to #6!
TA says out of 26 B&Bs, but there are really only 16. The other 10 they list are all closed.
 

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