You Didn't Like Me In The Last Review....

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Generic's picture
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02/24/2011

Got a guest who gave us a rating under 7 out of 10 the last time they stayed here.... with a long list of things they didn't like about us.... and today they rebooked? WTF?

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JimBoone's picture
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As usual I'm the odd one here, but among my reviews I see about 4 different types or reviewers

1] the unhappy person: they didn't want to travel, nothing will please them.

2] the movie critic: their job is to critique every little item for future guests according to their views

3] the average joe: paid the price, got what he expected, and gives it an average rating

4] the happy person: likes me, likes something about the place, enjoys telling others about their choice

Hopefully we get more # 4's, in a way # 2 and # 3 are the hardest to address, they are not unhappy, I just failed to wow them, I think mostly on the few # 1's others can see the unhappiness and don't give much weight to those reviews.

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Generic's picture
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The review lists all the things they didn't like... 

Being received in the hall, asked to pay immediately, no porter, shared bath, and tip envelope for housekeeper.

So here's the funny part, a room with private bath is available but they booked the shared (likely because it's a giant room, and really it isn't a big deal, as most people find out, it's 2 rooms to a giant shared bath). And this time they won't be asked to pay, because it's a 100% prepaid rate. Still don't have a porter. And that envelope isn't moving.... the envelope is there so they know it's intended for them and they won't/can't touch any other money/items left in the room.

JimBoone's picture
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12/18/2014

I expect they wouldn’t like me either. Motel, but have to ring bell at office door before walking into our area, step one is sign in and pay before going to their room. Don’t have an envelope, but then I’m part of housekeeping and don’t expect anything.

Seem like they really enjoyed their visit with you and chose to return 

Generic's picture
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And if it was them... they now know that we read and take to heart everything they write. Smiling

Morticia's picture
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Where did they expect you to greet them if not at the door? People who don't expect to pay on arrival always amaze me. They seem to think they haven't paid the hotel even tho they handed over their credit card at the desk.

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Generic's picture
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I don't have a desk. I just receive people in the hall when they arrive. I don't know why they didn't expect to pay at the door.

notAgrandma's picture
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07/07/2017

My front hall is pretty narrow, so I settle up with guests when I show them to their room.

Whilst showing them the room, I point out the wifi password on the binder on the desk, I mention what time I serve breakfast and ask them again about food allergies (every now & again folks forget to supply the info on the reservation form), then I ask if they need any dinner recommendations.

The very last thing I do is hand them the keys. I mention that the doorbell rings to my cellphone so if they misplace the keys, ring the bell. (It's only ever happened once and the person never rang the doorbell!) I also mention that my cellphone controls the HVAC to their room, so text me if it needs to be adjusted. This is the perfect segue for me to say, "And my cellphone is my credit card processor, so we can take care of the balance of your reservation now..."

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Generic's picture
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02/24/2011

CC processing here is on a bluetooth unit. They are pretty standard around here. The problem is, when processing card for the US, we have to have a pen around. For everyone else, it's almost always just a PIN. 

Morticia's picture
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I have wondered how I would handle that. Remind them they weren't thrilled the first time and we haven't changed anything? Wait to see the look on their faces when they realize where they are? Or just pretend not to know they wrote a less than stellar review? If it was long enough ago I might pretend not to recognize them at all.

Generic's picture
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We went the route of reminding them, that nothing has changed. They said they loved the last time, that's why they are coming back.... I'm skeptical. It was under a 7.... that's not a great sign.

notAgrandma's picture
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07/07/2017

Especially if they listed a bunch of complaints! Did they book the same room?

Generic's picture
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The room right below it. But the room with the PB was available.

Morticia's picture
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05/22/2008

Possibly one of those scrolling errors then? They picked 10/10, but then scrolled instead of clicking and didn't notice the change? Or, 'nothing rates 100%, we're just being honest'?

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