We had to upgrade our televisions so went for a Samsung Smart in each room. Guests seem to love them and it is one less thing we have to worry about in regards to negative comments (although in saying that I'm sure we will get a complaint about them being Samsung and not being able to accept their device for whatever reason). The Smart TVs do allow guests to access music, internet, emails etc so that has to be a good thing.
Perhaps the 'review system' could be improved so that the named guest (booking number & date of stay included) must list the issue, put it in context with an example, what they did to get it addressed at the time of their stay, & how it was resolved by the manager/owner. In that way, it will make both the guest & the hotelier specifically accountable, & will highlight the area for improvement (if needed). Because of the impact negative reviews have on the business & the staff, then it is only fair that anything negative must be substantiated - otherwise how can issues be addressed or improved? However, I do NOT agree that hoteliers should review the guests - surely we are better than that. This would quickly turn into a tit-for-tat situation, undermine the whole point of reviewing, & not be helpful to anyone. We are the professionals therefore we must remain professional!
Perhaps ring them, or send a message to get one of their support people to ring you back. Make a list of things you need help with so you can use their time wisely.
It certainly hurts when we think guests have had a wonderful stay but then they turn around and leave a negative review. It is hard not to take it personally.
Fabrications in reviews really, really peeve us off! We will take it on the chin if we have messed up in some way. However, it is so incredibly frustrating when our descriptions, information & photos are clearly there, & guests turn around & say - "we are located in the middle of nowhere" - in fact we're 5 mins from centre of town which all maps will substantiate. Any review that contains falsehood should be removed (if the description & photos of the accommodation show it to be otherwise). It appears to me that guests have all the rights yet accommodation providers have none.
We also have prices to keep away the 'dodgies'. We have been very fortunate not to have been 'trashed' but have had incredibly untidy, disrespectful guests - usually the ones with lots of money! Most of the time guests have been wonderful but in some way we need those bad ones to keep us from becoming complacent!
Nice idea and as long as the description includes the extent of the cooking facilities, then it should all be good. In saying that, most guests don't read the description!
Supplying coffee is entirely up to the host - whether they do or don't is their prerogative. To start rating coffee is ridiculous as it is highly subjective! If a guest makes a coffee or chooses a coffee they don't then enjoy, why does the 'host' get penalised? We give 3 choices of coffee (including ground) in our basic rooms, but in many cases guests don't know how to use the ground coffee & plunger. We have a Nespresso coffee maker in the luxury rooms. But ideally we want guests to go into town, support the local cafes, and leave it to the coffee experts to provide the right coffee.