Tim_Toad_HLB
Well-known member
- Joined
- May 8, 2009
- Messages
- 585
- Reaction score
- 0
Bree brought up a good point in the "Value Adding" thread about always responding to inaccuracies in a review, so the question came to mind.
With the new feature on TA where a reader can click on the numeric rating value and see instantly all of your 2 dot reviews reviews for example, the old theory about not worrying much about really old reviews loses some value because people can now go right to any bad review with one click. We have two total that have troubled us for a few years and one really old one that we just let get buried behind all the great ones.
I guess what I'm hoping to hear is whether people think by doing a management response on a three year old review, readers could perceive that as being a bit too fixated on or too sensitive about critical aspects of reviews.
How long after the fact has anyone ever responded to a review that while not totally negative, could give a false impression because the reviewer didn't quite have some facts straight?
For context, this is one of the ones I'm referring to:
He and his wife were here one night, got the full tour of the property like everybody else and online he questioned the property size and even other reviewer's comments on its 4.5 acre size. This in spite of being told how big it is and never walking more than five feet anywhere from his car to his room.
Then he told the entire online TA world that if you don't like spicy food "you better not stay there, because everything they serve has hot green chiles in it. This in spite of neither of them choosing the one of three entrees offered that day that had any spiciness in it and the fact that we always offer at least one entree per morning that isn't even "southwestern" at all. And our entrees are prepared while the guest is at the table so anything could be left out.
If I had a nickel for every call or email I responded to that said "We'd love to stay at your place, but we saw this review about all the spicy food and we can't eat it."
With the new feature on TA where a reader can click on the numeric rating value and see instantly all of your 2 dot reviews reviews for example, the old theory about not worrying much about really old reviews loses some value because people can now go right to any bad review with one click. We have two total that have troubled us for a few years and one really old one that we just let get buried behind all the great ones.
I guess what I'm hoping to hear is whether people think by doing a management response on a three year old review, readers could perceive that as being a bit too fixated on or too sensitive about critical aspects of reviews.
How long after the fact has anyone ever responded to a review that while not totally negative, could give a false impression because the reviewer didn't quite have some facts straight?
For context, this is one of the ones I'm referring to:
He and his wife were here one night, got the full tour of the property like everybody else and online he questioned the property size and even other reviewer's comments on its 4.5 acre size. This in spite of being told how big it is and never walking more than five feet anywhere from his car to his room.
Then he told the entire online TA world that if you don't like spicy food "you better not stay there, because everything they serve has hot green chiles in it. This in spite of neither of them choosing the one of three entrees offered that day that had any spiciness in it and the fact that we always offer at least one entree per morning that isn't even "southwestern" at all. And our entrees are prepared while the guest is at the table so anything could be left out.
If I had a nickel for every call or email I responded to that said "We'd love to stay at your place, but we saw this review about all the spicy food and we can't eat it."