ShakespeareRules
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- Sep 28, 2012
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Another b and b owner told me about this forum when I told her that we were purchasing a b and b this summer. I have logged on occaisonally to see topics-but today I decided I would introduce myself, and vent a little.
I am a 40 something mother, going into a second career as a b and b owner after completing culinary school and working a few years in restaurants to gain experience. Things have been going very well. We purchased a home that has been a b and b for over 20 years in a theatre community that we have hoped to move to for some time. A few guests were perturbed by the change, but most have been what you would expect, friendly and glad that someone who wants to do well has taken over the business. The previous owner was also a chef and provided dinners in house, we have kept that option for guests and it has been a very busy and great summer-little speed bumps, but that is to be expected when you are new at something...until last night.
We had a last minute booking, a guy forgot his anniversary and wanted to treat his wife. Our best room was not taken (unusual) so I offered it after describing the other available room. He booked it and they arrived early the next day. She seemed happy, but was not. Later that evening she was very upset--for so many reasons it was hard not to feel like I couldn't possibly make her happy. So, here is the list: tv is too dim (they backed up into a HUGE tree on the way out this morning), windows won't open, I don't like fruit, or your breakfast (sausage and leek crostada with cheddar, fall fruit chutney and apple cider reduction served with a small salad and fried egg) and I expect a 6 course breakfast, the bottled water isn't cold, the fan doesn't work (now that was legitimate-the battery went on the remote and I didn't have a backup-lesson learned..my husband tried to offer to go out and purchase a new one, literally would have taken 10 minutes, but they didn't want to be disturbed anymore), the fan we gave them was too loud, I didn't have tomato juice.
She looked daggers at me through breakfast, made everyone uncomfortable. I was very polite, apologized for her every inconvience as she loudly listed them all so everyone could hear. Our other guests had been at the house for a little longer, had high tea on the patio the day before and really enjoyed themselves, so I didn't feel the need to hide this woman away, after all, I think she wanted an audience.
So, I also could use a little advice. She told my husband that she will be writing an online review--any tips on how to handle a bad review? I think if it is on tripadvisor that you can respond--thanks for any encouragement and advice.
I am a 40 something mother, going into a second career as a b and b owner after completing culinary school and working a few years in restaurants to gain experience. Things have been going very well. We purchased a home that has been a b and b for over 20 years in a theatre community that we have hoped to move to for some time. A few guests were perturbed by the change, but most have been what you would expect, friendly and glad that someone who wants to do well has taken over the business. The previous owner was also a chef and provided dinners in house, we have kept that option for guests and it has been a very busy and great summer-little speed bumps, but that is to be expected when you are new at something...until last night.
We had a last minute booking, a guy forgot his anniversary and wanted to treat his wife. Our best room was not taken (unusual) so I offered it after describing the other available room. He booked it and they arrived early the next day. She seemed happy, but was not. Later that evening she was very upset--for so many reasons it was hard not to feel like I couldn't possibly make her happy. So, here is the list: tv is too dim (they backed up into a HUGE tree on the way out this morning), windows won't open, I don't like fruit, or your breakfast (sausage and leek crostada with cheddar, fall fruit chutney and apple cider reduction served with a small salad and fried egg) and I expect a 6 course breakfast, the bottled water isn't cold, the fan doesn't work (now that was legitimate-the battery went on the remote and I didn't have a backup-lesson learned..my husband tried to offer to go out and purchase a new one, literally would have taken 10 minutes, but they didn't want to be disturbed anymore), the fan we gave them was too loud, I didn't have tomato juice.
She looked daggers at me through breakfast, made everyone uncomfortable. I was very polite, apologized for her every inconvience as she loudly listed them all so everyone could hear. Our other guests had been at the house for a little longer, had high tea on the patio the day before and really enjoyed themselves, so I didn't feel the need to hide this woman away, after all, I think she wanted an audience.
So, I also could use a little advice. She told my husband that she will be writing an online review--any tips on how to handle a bad review? I think if it is on tripadvisor that you can respond--thanks for any encouragement and advice.