answering negative reviews - a new perspective from Basil

From the moment they step through the door your bookings become guests, and their experiences determine whether they ever come back.
vtflats
Posts: 17
Joined: Mon May 30, 2011 6:29 pm
Location: Veliko Tarnovo, Bulgaria
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answering negative reviews - a new perspective from Basil

Post by vtflats »

After receiving a particularly vicious and unfair TripAdvisor review this morning - we counted to 110 and then posted a balanced response through gritted teeth...
Afterwards we decided to do some research online on how to handle these increasingly poisoned pen (keyboard) low-life guests who simply do not understand that in 9 times out of 10 holiday home owners are working themselves to an early grave bending over backwards to please our guests and they simply dont understand the damage bad reviews do to our businesses - if only in the time and anger it takes to respond to these time wasters. Apologies - quite angry about this whole review system and how it is scewed in favour fo the guests - but I rest my case - that is another story.

Anyway - I wanted to make your day a little jollier (in between the normal routine of sheet washes, cleans, dealing with scam bookings, combatting discount requests and various other time consuming activities) and share with you a novel and hilarious approach to responding to negative reviews.
Let me present to you - the views of Basil:

https://www.facebook.com/permalink.php? ... 6592970081

And best TripAdvisor responses to negative reviews here:
https://www.facebook.com/Trip-Advisor-b ... 592970081/


Again - we visit the LayMyHat forum only rarely and contribute even less often. At the moment we may not be able to respond to comments / questions for a very long time as we are very busy getting our letting back on track after it was ruined by a recent Airbnb guest so please dont be offended if we cant monitor and respond to this thread. We only posted to cheer you up.
vtflats
Posts: 17
Joined: Mon May 30, 2011 6:29 pm
Location: Veliko Tarnovo, Bulgaria
Contact:

Post by vtflats »

Ok, now found that the Basil signed review responses are from the manager of Crags hotel in Scotland.
Hilarious stuff - here is the link directly to one particular negative review which Basil again answers brilliantly.
Enjoy,

https://www.tripadvisor.com/ShowUserRev ... ml#REVIEWS
ManxRed1
Posts: 229
Joined: Mon Jul 25, 2016 9:52 am
Location: Polperro, Cornwall, UK

Post by ManxRed1 »

vtflats wrote:Ok, now found that the Basil signed review responses are from the manager of Crags hotel in Scotland.
Hilarious stuff - here is the link directly to one particular negative review which Basil again answers brilliantly.
Enjoy,

https://www.tripadvisor.com/ShowUserRev ... ml#REVIEWS
That's tremendous!
User avatar
cleanforum
Posts: 392
Joined: Wed Jun 04, 2008 9:55 am

Post by cleanforum »

Would definitely not recommend that type of response to anyone here looking to run a serious buisiness.

I know its just a bit of fun but,

to me this proves the point that a bad review can easily be made worse by a bad response!
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