Mountain Inn
Well-known member
- Joined
- Nov 24, 2008
- Messages
- 84
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I must post here more often! I am finding it very theraputic! I mentioned this on PAII forum so some of you may have seen it, but I wanted to include it here, too.
Thanks for all of your help on the guest with the resistable offer. I find myself being overly diplomatic in these days of online reviews and their impact on our businesses. But I have a real problem thinking a guest make cook up a complaint hoping to receive a free stay. If we are doing our very best to provide lodging that is indeed enjoyed and cherished by most of our guest, should we cower under the threats of bad reviews? Our guests all seem to love it here and we certainly bend over backwards to keep it that way. The incident I have in mind is this: Recently an area innkeeper, after already giving a very deep discount to a last minute guest, felt forced to not charge them at all the morning after their one night stay due to their comments about writing a bad review if they were charged - the guests made an unverified claim about the bath water smelling strangely. Innkeepers shared the story with NC inns, including the fact that the water was just checked by health dept and that the nearby room with same water supply reported no problems. The innkeepers went to the room upon receiving the call about bedtime call and the water was fine. The guests who ended up with a free one night stay talked about the bad review possibilities in front of the rest of the guests the next morning, creating (IMHO) a distasteful situation. Some of us jokingly said that when these guests show up as last minute drop ins asking for a deep discount, we will say we are charging extra for the smelly water this week!
I am compiling a journal of all the things I want to say and do during my last week as an innkeeper...the charge for smelly water is now among them!
Thanks for all of your help on the guest with the resistable offer. I find myself being overly diplomatic in these days of online reviews and their impact on our businesses. But I have a real problem thinking a guest make cook up a complaint hoping to receive a free stay. If we are doing our very best to provide lodging that is indeed enjoyed and cherished by most of our guest, should we cower under the threats of bad reviews? Our guests all seem to love it here and we certainly bend over backwards to keep it that way. The incident I have in mind is this: Recently an area innkeeper, after already giving a very deep discount to a last minute guest, felt forced to not charge them at all the morning after their one night stay due to their comments about writing a bad review if they were charged - the guests made an unverified claim about the bath water smelling strangely. Innkeepers shared the story with NC inns, including the fact that the water was just checked by health dept and that the nearby room with same water supply reported no problems. The innkeepers went to the room upon receiving the call about bedtime call and the water was fine. The guests who ended up with a free one night stay talked about the bad review possibilities in front of the rest of the guests the next morning, creating (IMHO) a distasteful situation. Some of us jokingly said that when these guests show up as last minute drop ins asking for a deep discount, we will say we are charging extra for the smelly water this week!
I am compiling a journal of all the things I want to say and do during my last week as an innkeeper...the charge for smelly water is now among them!