TripAdvisor response

Hadley

Well-known member
Running a hotel in Blackpool can be challenging especially in these unprecedented times. Sometimes you have to have a laugh to keep sane!

A recent guest of ours complained about Seagulls keeping her awake and took to TripAdvisor to have a moan. Here is my response:

Hi Lou,
Thanks for being part of our 'Bounce Back' campaign. We are grateful for your custom.
We have had a strong word with the offending Seagulls! One in particular who is affectionately known as 'Mr Sausage' is a regular offender. We have today 'parted company by mutual consent'.
We have brought in 'Percy' from Morecambe who comes from a quiet family and we're hoping to train him up not to squawk too loudly. We have high hopes for our Percy having laid out a small fee for him.
Kind Regards

The Management
 

GrahamwantshisOates

Well-known member
I don’t envy you!
I was checking out of a hotel this morning when a guy was creating Merry hell at reception.
He missed breakfast deadline of 9-30 and was demanding a discount !
I had a family who threatened to give me a negative review unless I gave them discount.
Thank god I am now out of it.
 

TangerTonyGreen

Well-known member
Running a hotel in Blackpool can be challenging especially in these unprecedented times. Sometimes you have to have a laugh to keep sane!

A recent guest of ours complained about Seagulls keeping her awake and took to TripAdvisor to have a moan. Here is my response:

Hi Lou,
Thanks for being part of our 'Bounce Back' campaign. We are grateful for your custom.
We have had a strong word with the offending Seagulls! One in particular who is affectionately known as 'Mr Sausage' is a regular offender. We have today 'parted company by mutual consent'.
We have brought in 'Percy' from Morecambe who comes from a quiet family and we're hoping to train him up not to squawk too loudly. We have high hopes for our Percy having laid out a small fee for him.
Kind Regards

The Management
Brilliant👍 I want to spend the night with your new bird.😂
 

td53

Well-known member
I used to work in hotels (before trip advisor) and even then it was quite regular for someone to try it on in search of a freebie.

My favourite manager ever in any job was a lovely bloke who was completely fair with staff. He was good at his job and would take an actual complaint seriously and was generally incredibly helpful to guests.

But one night, some pissed up wanker was kicking off at the bar about something and shouting and screaming at the girl behind it about compensation.

He came in, weighed up the scene for about thirty seconds and went to the till, took out a quid and went "here's your compensation sir, now I suggest you retire to your room"

Guest goes "are you taking the piss? I want to see the manager now" and he replies "I am taking the piss and I am the manager and what's more, if you don't stand back and get out my face and stop abusing my staff I'm going to lay you out with one punch and then we'll discuss compensation, now get the fuck to bed before I lose my temper for real"

Guest scuttled off and he told the poor bar girl to get a drink and go and have a fag whilst he tidied up for her.

I was 17 at the time and had never witnessed such a controlled sense of power wielded in a kind way and I think he's still third on my list of heroes behind Brett and Billy Ayre. He left very soon after that sadly and it was a shitter place to work thereafter.

Sorry, that was utterly random but hey!

Also, great reply Hadley! Love it.
 

Wizaard

Well-known member
The bane of all of us hotel/motel managers/owners - TripAdvisor.
I've never stayed anywhere where there hasn't been at least one review completely at odds with the rest. The oddest was one for an Alpine chalet in Switzerland where someone complained that no one had mentioned the steep slopes around the place before they got there.

I now read them AFTER the holiday when I've made up my own mind. It's easier that way.
 

Macseasider

Well-known member
Tripadvisor is a place for people to be knobs. The majority of "normal" people will enjoy a stay / go / attend somewhere without even thinking about leaving a review.

It's more of a "hobby" for a huge chunk of people that use the site to leave reviews. Like any other website. And like any post based website (such as AVFTT) you get the good, the bad and the ugly.

I'd even say that you are MORE inclined to use Trip Advisor if you were not happy. Just to have a go. And then there is the opportunity for the business itself to laud itself up as the best venue ever.

All visits, trips and experiences are personal and I'd hazard a guess that NONE of the reviews give a balanced opinion of a venue. The site is completely flawed IMO.
 

BobHatton

Well-known member
One of the ongoing issues with review sites like TripAdvisor is that;
A) The property has no real right of reply. We once got a horrendous review from a known trouble maker who suffers from severe mental health issues and we couldn't do a thing about it as we got told 'thats her opinion'. Also, if you didn't cater for the guest EXACTLY how they wanted it (me, me, me) then they'll often write a bad review.
B) It has been known for rival establishments to write bad reviews about your property to gain customers and you can't do a thing about it.
 

Macseasider

Well-known member
One of the ongoing issues with review sites like TripAdvisor is that;
A) The property has no real right of reply. We once got a horrendous review from a known trouble maker who suffers from severe mental health issues and we couldn't do a thing about it as we got told 'thats her opinion'. Also, if you didn't cater for the guest EXACTLY how they wanted it (me, me, me) then they'll often write a bad review.
B) It has been known for rival establishments to write bad reviews about your property to gain customers and you can't do a thing about it.
Does a business not have the right to not appear on this site?
 

BobHatton

Well-known member
Not sure what you mean. We can reply to guest reviews but we cannot respond too negative as our comments are then not published unlike guest reviews which are always published. It's a bit of a one-way street...
 

michellebutterflyhotel

Well-known member
We’ve also had guests in that day everything’s fine then be two faced with reviews.
We are advertised as a group hotel and we once had a review from the male of the couple.
He said
The noise was unbearable from the seagulls
The hotel was full of stag and hen parties
They paid a fiver for breakfast and this is what we offered unlimited apple juice, orange juice . Pineapple juice tea,coffee,hot chocolate, unlimited toast, bacon ,2 sausage , egg, beans, tomatoes,mushrooms, fried bread,hash browns, and he said there wasn’t enough (greedy greedy)
As said above you can reply to reviews but it is so one sided.
 

BobHatton

Well-known member
We used to supply a free continental breakfast in our breakfast room but it was so abused (usually by the older generation) and whinged about (unlimited supply of toast, coffee, tea, cereals, orange juice etc) that we gave up on it. Also, as most people understand we HAVE to have an opening and closing time for this as we then had to get on with the rest of the work including cleaning up after the generally disgusting habits of the public; but this was STILL not good enough for some. We opened the room at 6:30am until 8:30am and yet people still rocked up at 8:40, 8:50 etc and complained they couldn't get any!
NO YOU CAN'T - YOU'RE LATE!
 

Wizzerboy

Well-known member
One place I would advise people NOT to go to at the moment is the McDonald's golf and spa hotel Portal.
After being assured by the manager that everything was back to 'normal' 28 golfers went on our annual Captains trip.
The only thing normal was that the golf courses were open.
When checking in we were told that dinner would be in the restraunt but breakfast would be in our rooms!
After our 1st round of golf the clubhouse wasn't open so we retired to the hotel bar. Within a hour we were told the only beverages left was Heineken on draft and bottled beer.
Dinner was a choice of Beef burger, chicken burger or overcooked pasta 🤢
Next morning breakfast was indeed room service in a box!! Luke warm at best, egg undercooked where the white looked like snot.
Monday evening only bottled beers at an extortionate price. "Don't worry we get a delivery on Wednesday ". Thanks but we leave Tuesday!!
The majority of us set off into Tarpoley to see if we could get fed and watered, same for breakfast next morning.Some of the lads like to go for a swim or a sauna either before or after the round of gold, hotel said it was open ,when we arrived were told oh not until the 1st August 😣This hotel is far from getting back to normal.

I understand that people need to make money in these difficult times but the club were disappointed that the hotel basically lied to get the money from us.
There has been a letter of complaint sent to the hotel and we await their reply.
 

GrahamwantshisOates

Well-known member
The worst example for me was when I had an American family check in. I engaged the usual conversation of their future plans etc. They mentioned they were continuing onwards by train from North Wales to Plymouth and were going to book on the day. I checked the prices and it amounted to over £500! I looked at the following day and there were advance tickets which would save them over £300. They asked if they could take that offer and stay an extra night. I had one room left and was guaranteed to fill the room anyway on a Sunny July Weekend. I booked the ticket with my own Credit card, collected the tickets from station and took them on a local tour the following day.
I drove them to the station and I didn’t even have a thank you from them.
A few days later to my horror I received a two star review, being accused of touting for extra business!
Thats the thanks I received for saving them nearly £250 and effort and risks I took to provide for them.
 
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