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Malicious and racist reviuws

How do you deal with obviously unfair reviews?

Most reviews, even negative ones, usually contain useful critique, however every hotel suffers from portions of comments which are simply vile or plain discriminative.

Those are groups of such comments

1. Guests who misbehave(for example smoked in non smoking rooms, had broken something and had to pay damage, have disturbed others with loud noise or pollution and received warning from administration) often make childish revenge by posting deliberately unfair reviews with equally unfair ratings

2. Trolls. Guest who had not complained about anything during their stay, said that they are satisfied with their stay at the check out, and then posted catastrophic reviews without any obvious reasons ;usually without even commenting, just posting low rating grades, or with knee jerk comments like "nothing special";"bad place" and no further comments.

3. People who confuse ratings and hotel status, and expect the establishment with high review rating to have 5 star hotel amenities.

4; People who want things their own way-for example individuals who rent rooms without TV for lower rate, and then demand TV, or those who rent the rooms for discount rent , without breakfast, then demand breakfast to be included, etc. We have particular case with bicycle owners who dont trust our outdoor bicycle parking, are insisting to bring bicycles in the room(which we dont allow) ;and, after our refusal leave angry comments. There are also dog/cat owner who take our requirement of supplement payment for keeping an animal in the room as an offence against their beloved pets

5. Plain racists and xenophobes. Usually this guests react inadequately after spotting black, Asian or Eastern European member of the staff(We are in North West Europe, I presume same applies for North America, in actual Africa and Aisa they might behave differently),. They then begin questioning people about where they come from and when are they planning to go in "their own" countries(some hardcore cases are also telling staff members that they are "stealing jobs from locals"). There are some particular types who react with strong irritation if staff(for example kitchen or reparation workers) are talking with each other at some foreign language which guests cant recognize.

This way or another this type of attitude provokes inevitable conflict, and, after departure such "guests" usually blast deliberately unfair reviews .

In accommodation is managed properly such reviews make not more then 10 to 15% of total guest reaction, nevertheless they still cause some drop in rating, and negatively effect the morale of personnel...

Has anyone had similar experience? How you deal with it?

3 Replies

Cowboy Junkie

Maybe the resolution for this kind of malicious and mischievous reviews is a system were guests can also be rated (like many other booking sites) so that this kind of behavior can be identified...

1 year ago

I totally agree...

I've just posted about a guest having booked a room for single occupancy but arrived with his wife expecting to stay to what works out to be £17.50 each a night! He then left a scathing review saying he had to stump up another £70 to stay even though I showed him he'd booked for one person!

Other things guests write are very subjective things...pillows too hard/too soft, mattress to hard/too soft, beds too high/too low we can't win.

Some other booking agents give you the power of veto...should have say 3, so need to choose wisely but at least the option is some reviews are petty and unreasonable. I personally don't reply to any...I just don't have the time especially in the summer months...but some of them really get under you skin!

1 year ago
Hannas overnig…

£17.50/p is a very reasonable if not low rate...I charge R 350/p here in SA, and that isn't a big town but country side. I specifically point out in my apartment tabels, price for 1 person, 2, 3, 4 and so on. The more people share, the more obviously the rate drops down. For breakfast I have made an arrangement with a local restaurant, so this saves me the hassle and work. I never had people complaining about pillows, mattresses or bedding at all, but I can imagine that this occurs in Europe. Cleaningness and representation is the most important thing, also a warm welcome, offering some cold drinks or a coffee. It's the little things guests appreciate, simply be yourself, accommodating and always friendly. The only thing I struggle with most is the "pavement option", as i do not have a credit card facility, so people have to pay via eft in advance..that sometimes takes a bit of follow ups, as some people simple book...but then never show up, nor answer my messages...they obviously also never pay in a case of no's a bit of a hassle. However, all in all I have had a good feedback in bookings and positive reviews from guests...the commission could be a little lower around 12%, as rates must be competitive.

1 year ago