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NEGATIVE REVIEW
Hi , does anyone have advice on negative reviews? i believe we have been targeted with malice , as we have consistent excellent reviews and feed back of 8-10 and then all of a sudden an anonymous review with 2.5 left for everything and a comment of being a waste of time. we always go the extra mile with guests to make them happy , and are dumfounded how this has happened. its very difficult to reply to a negative review thats anonymous. and we just received the award from booking for consistently good reviews. its frustrating , and just makes us want to leave booking altogether. can anyone advise? our review score has just dropped from 9.5 t0 8.7 in an instant
Hi Darren,
First remain calm and look at what they said, break it down, and draft a reply being: Polite, but firm on their misconceptions and how their expectations were not realistic. Also consider how lazy people are in general, and possible they didnt actually take the time to be fair in their rating, not to mention marking it as anonymous. The anonymous thing has been mention post the recent Seminar BdC had, so we may be seeing that getting removed, * finger crossed* , as it never should have been allowed in the first place.
Sometimes you just have to ignore it and walk on.
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