Guest Love You.... Their Reviews Don't?

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Generic's picture
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02/24/2011

Had a guest stay with us last year. Review on BK... 6.7, so we figured they didn't like the place. Replied maybe what you were looking for was a hotel, not a B&B? 

Got a reservation this year, which we think is the same guest, but not 100% sure. We ask if he's sure... that we haven't changed. Yes, he loved it here last time. Okay. So they stay, love the place, compliments all around... and a day later, review on BK... 7.9. So now, I'm entirely perplexed. Does he like us or hate us? Do we actually ask him, because we wonder if he knows what his scores are? 

I've lost another .1 on BK because of it. And I don't know what to reply to the review this time... "The cook, the cleaner and the management committed hari kari after your last visit, we are glad that we have improved, but not enough that we can take them off suicide watch?"

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notAgrandma's picture
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07/07/2017

Your responses are always much more diplomatic & neutral than mine, but I'd be tempted to state something along the lines of, "We're very perplexed by this review. This guest stayed with us previously and based on their earlier feedback, it seemed that our B&B was not the best fit for their travel needs. When they rebooked, we contacted them to ensure that they truly wanted to visit our home again. It appears that despite our best efforts, we were still unable to meet this guest's needs. Perhaps they are unaware that their low ratings have a significant impact on our business."

Is it possible to look at all of the reviews a guest has provided on boo-king, like it is on TA? These could be people who are never pleased with anything and never give a 10

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BTW
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Humans are straaaaange animals

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PhineasSwann's picture
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09/25/2012

"What can we do to make your next stay a 10-point visit?"

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Darren
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02/15/2017

Or say they love you, then steal something...!angry

Lee2014's picture
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12/11/2014

  I couldn't see how they rated the review but it sounded good!  Rejoice over the 1.2 over last year and that they came back again!  Some people just can't give a perfect score since nothing is perfect, etc.

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