I agree with all of you above it is very frustrating and demoralising to receive bad or low reviews as we all try our best to accommodate what the guests want but sometimes it seems that demanding people can never be satisfied and are the ones always complaining about something even if we have served them day and night, it’s difficult not to take comments personally when its our own home i have found recently that doing people favours with lifts/late or early check in/outs/discounts does not bring anything good, i have stopped doing discounts as you said it brings the wrong people in our properties. I think guests make their own minds while reading reviews and most sensible people take them with a pinch of salt, i certainly do, do not let these people undermine our jobs.
Thank you Andrea, we do not offend anybody, none of our previous guests anyway, people chose to be offended by whatever reason they don’t like, it could have been our historical and family artefacts, military objects and so one that any historic house could have, our family portraits etc. After sending a very polite and apologetic reply, i am still waiting for a nice review from the guest. I forgot to mention that these people turned up at 21h30 in the evening when check in is at 4 to 6 and expected a free lift to their wedding and back at 12h30 with a free lift from us but forgot to mention that in their comments or a thank you. Some people are every satisfied.
Thank you john you are right, i will send a general apologetic message (we are in the UK) to make her feel better, i had forgotten to mention that these people also arrived at 21h30 when check in is at 16h00 and that they wanted a lift to the wedding, they got a free lift at 17h and 1230 at night without thanking us for it in their message either so they would have complained about that if we hadn’t done it, some people are never satisfied, but thanks, karine
I agree with all of you above it is very frustrating and demoralising to receive bad or low reviews as we all try our best to accommodate what the guests want but sometimes it seems that demanding people can never be satisfied and are the ones always complaining about something even if we have served them day and night, it’s difficult not to take comments personally when its our own home i have found recently that doing people favours with lifts/late or early check in/outs/discounts does not bring anything good, i have stopped doing discounts as you said it brings the wrong people in our properties. I think guests make their own minds while reading reviews and most sensible people take them with a pinch of salt, i certainly do, do not let these people undermine our jobs.
Thank you Andrea, we do not offend anybody, none of our previous guests anyway, people chose to be offended by whatever reason they don’t like, it could have been our historical and family artefacts, military objects and so one that any historic house could have, our family portraits etc. After sending a very polite and apologetic reply, i am still waiting for a nice review from the guest. I forgot to mention that these people turned up at 21h30 in the evening when check in is at 4 to 6 and expected a free lift to their wedding and back at 12h30 with a free lift from us but forgot to mention that in their comments or a thank you. Some people are every satisfied.
Thank you john you are right, i will send a general apologetic message (we are in the UK) to make her feel better, i had forgotten to mention that these people also arrived at 21h30 when check in is at 16h00 and that they wanted a lift to the wedding, they got a free lift at 17h and 1230 at night without thanking us for it in their message either so they would have complained about that if we hadn’t done it, some people are never satisfied, but thanks, karine