Lay My Hat home page Lay My Hat Forum
The forum for holiday rental owners


 
  FAQFAQ    SearchSearch    MemberlistMemberlist   UsergroupsUsergroups    RegisterRegister  
  ProfileProfile    Log in to check your private messagesLog in to check your private messages    Log inLog in 

Bad review - advice please

 
Post new topic   Reply to topic    Lay My Hat Forum Index ->
Managing your guests
View previous topic :: View next topic  
Author Message
Whatever



Joined: 18 Nov 2014
Posts: 11

PostPosted: Sat Aug 05, 2017 8:20 am    Post subject: Bad review - advice please Reply with quote

We received a complaint from a guest, after he had left, that he had not had hot water. I am not based on site so asked the Site Manager who confirmed that the guest had not contacted her at the time and that the water was now hot. She suspected that he had fiddled with the settings and the override switch.

I responded to the guest, explaining how sorry I was and that, had we been made aware, we would have sought to rectify the situation. He sent a further, very long email, furiously explaining why he had not had time to contact us during his stay. I did not want to fan the flames further so left it at that. He is now irate and has drafted a long and detailed review which, as one would expect, only shows his side of the story. He has sent me the review and it has not been published on TripAdvisor (yet).

Do you think I should respond to him again or wait for the review to be published? All our other reviews are 5 star.

Thanks
Back to top
View user's profile Send private message
Sam V



Joined: 20 Nov 2009
Posts: 1658
Location: Villa in Gale, Algarve, Portugal. At home in Fetcham, Surrey, UK

PostPosted: Sat Aug 05, 2017 10:46 am    Post subject: Reply with quote

How long was his stay? If he didn't have time to mention it it couldn't have bothered him that much and his fault he didn't let you know, how can you take responsibility for something you're unaware of?


Personally I'd leave it and maybe respond to his review if he actually leaves one.
_________________
TA lurkers walk among us; the LMH Walking Dead

dont mess in the affairs of cats for they are subtle and will p on your computer.

www.algarvevillatrinity.co.uk
www.facebook.com/villatrinity
www.gardenerscottage.promotemyplace.com
Back to top
View user's profile Send private message Visit poster's website
CSE



Joined: 06 Nov 2006
Posts: 4134
Location: Galicia

PostPosted: Sat Aug 05, 2017 11:08 am    Post subject: Reply with quote

I think we would be better off helping you if this guest adds a review. It looks as if nothing you say now will stop him.
Sometimes they add reviews which makes the guest look so ridiculous that you may not need to reply. Laughing Laughing
_________________
Never try to out-stubborn your guests.
Back to top
View user's profile Send private message
Sanchisimo



Joined: 03 Apr 2010
Posts: 134
Location: Andalucía, Spain

PostPosted: Sat Aug 05, 2017 11:15 am    Post subject: Reply with quote

Agree. It sounds like the review will tell people more about him than about your property. In a reply to a bad review the statement that he didn't once say there was no hot water would make me think he was a bit of an idiot. If you other reviews are 5* you should have nothing to worry about. It's just very annoying.
Back to top
View user's profile Send private message Visit poster's website
AndrewH



Joined: 12 Sep 2013
Posts: 1436
Location: Kefalonia, Greece

PostPosted: Sat Aug 05, 2017 3:46 pm    Post subject: Reply with quote

Sanchisimo wrote:
Agree. It sounds like the review will tell people more about him than about your property. In a reply to a bad review the statement that he didn't once say there was no hot water would make me think he was a bit of an idiot. If you other reviews are 5* you should have nothing to worry about. It's just very annoying.

+1
_________________
www.athenagreece.com/
Back to top
View user's profile Send private message Visit poster's website
e-richard



Joined: 17 Oct 2004
Posts: 4991
Location: Algarve, Portugal

PostPosted: Sat Aug 05, 2017 3:59 pm    Post subject: Re: Bad review - advice please Reply with quote

Sorry I am late to this party, but if he has sent you his "draft review", then I would certainly send it on to Trip Advisor urgently. They are (usually) quite diligent about responding to blackmail and by pre-empting his review you may be able to curtail this whole thing quickly.
_________________
** Richard
PIMS: Holiday Rental Management system
They say we learn from our mistakes. That makes me a genius !
Back to top
View user's profile Send private message Visit poster's website
Whatever



Joined: 18 Nov 2014
Posts: 11

PostPosted: Sat Aug 05, 2017 4:12 pm    Post subject: Reply with quote

Thanks to you all. I have contacted TripAdvisor and will follow all of your advice.
Back to top
View user's profile Send private message
Display posts from previous:   
Post new topic   Reply to topic    Lay My Hat Forum Index ->
Managing your guests
All times are GMT
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum


Powered by phpBB © 2001, 2005 phpBB Group