egoodell
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- Jun 1, 2008
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I have a question for TripAdvisor. We have just had our first bad review. I refused to be blackmailed into changing my cancellation policy. The guest called and Chris answered the phone. Grandmother is going to pass away any day. They are booked for Labor Day Weekend, and see that they had until yesterday to cancel without losing their deposit.
They want to be able to cancel at the last minute should Grandmother die. There is every possibility that she will "bounce back" but they are not sure.
Chris tried to see if they could book another weekend since their situation was so stressful, but said that we could not change our policy - we are only a two room inn etc. They were insulted and cancelled.
We have of course refilled the room already.
My question: Their rotton review was posted the same day it was sent.
My calm response is still not up there.
Why does it take zero time for a bad review to be posted, but 3-7 days for my response to be "checked" before it is posted? They need some time to show only one side of something juicy first?
RIki
They want to be able to cancel at the last minute should Grandmother die. There is every possibility that she will "bounce back" but they are not sure.
Chris tried to see if they could book another weekend since their situation was so stressful, but said that we could not change our policy - we are only a two room inn etc. They were insulted and cancelled.
We have of course refilled the room already.
My question: Their rotton review was posted the same day it was sent.
My calm response is still not up there.
Why does it take zero time for a bad review to be posted, but 3-7 days for my response to be "checked" before it is posted? They need some time to show only one side of something juicy first?
RIki