It’s been a bit of an eye opener the last year or so as our new career as hoteliers has really taken off.
We’ve discovered that guests, or would be guests to be more precise, are totally driven by rating and reviews.
We have worked our little tushies off to make everyone’s stay here as comfortable as we possibly can. We have spent all our time since we moved in making it as clean, cosy and pleasant as possible. It really does matter to us that people have a nice time, not only for the ratings but it’s fair to say that most hoteliers live in fear of trip advisor.
You know how it works, guest leaves, guest leaves review, end of story. Yes? Nope.
After months and months, about twelve to be exact, of hard graft we managed to get our little establishment into the top ten in our area on Trip Advisor. YEAH!! TOP TEN!! Hearty back slaps all round!!
Next along comes a review from a guest who left that day. The review pretty much said everything was fine, they enjoyed their stay. Perfect. We’ll take that.
The guest rated us as ‘Very Good’. YEAH!! Very good! Well done us.
Next thing you know is that we have dropped FOUR PLACES in the ratings. WHAT? Why?
It would appear that being very good is not good enough. It’s so not good enough that you will get penalised for only being very good.
Anything less than an excellent rating isn’t deemed as good at all. Anything less than an excellent rating is essentially a poor rating.
That, my dear reader, is why hoteliers live in fear of Trip Advisor.
Get one of those people who say to your face that everything is lovely and no, there really isn’t anything you can get them, they are having a lovely time – and then leave a stinking review are absolutely the worst kind of guest. We’ve only had one of those, luckily.
So. on behalf of all the bed and breakfast and small hotel owners, the people who live, breathe and sleep their jobs, who’s whole livelihood depends on the income they get from their guests, I beg of you. Please play fair. If you have a complaint, give the hotelier a chance to put it right rather than lie sweetly to their faces and then leave a stinker review.