to think the owners replies to tripadvisor views are a bit ott?

[thelifeofamber]

Just to quote a couple

"I hope reviewers can see this review for what it is which is nothing more than vindictive and nasty with no foundation or value other than to brag about the fact that these guests have nice cars."

"We as a hotel have the unique and rewarding pleasure of looking after some amazing guests as shown by our recent TripAdvisors and get great joy out of making their trips memorable. There are times however, when we get guests who are far less welcome or amazing."

"On checkout when we presented them with the bill, they started arguing between themselves about who owed what money etc etc. Very embarrsing!"

"So dissapointing to receive a review like this after a wonderfully successfuly wedding which would have gone without any hitches without this aggressive and bullish guests behaviour."


... I get that you want to defend your business but these replies seem a little agressive

[firesidechat]

The Pinnacle reviews are in a class of there own. Loved them. He said what I imagine a lot of business owners would love to say, but don't dare.

[maybebabybee]

just reading them now private, they're excellent

My favourite ones are the ones that go (for hotels for example) 'excellent service, excellent rooms, lovely service, lovely stay, but towels were a bit small' and then proceed to give 2 stars on the basis the towels were small (or some other such triviality).

[maybebabybee]

This is one of my favourites. I've actually been to this restaurant and it's fab:

www.tripadvisor.co.uk/ShowUserReviews-g188671-d7194532-r281664797-T_Huiskombuis-Bruges_West_Flanders_Province.html#CHECK_RATES_CONT

[Bogeyface]

H and I have both worked in hotels in the past and it is standard behaviour from a certain type of guest to threaten a bad TA review if they dont get extras, personal service, discounts etc. You can usually spot them when they check in.

The best way to deal with them is to say that they must of course leave the review that they feel is best appropriate for their stay, and then...nothing. They hate that! :o

[FitzChivarly]

Wow those pinnacle review responses are horrendous. The manager is rude, insulting and aggressive, why they think that's an ok way to react I don't know.

[Bogeyface]

That guy at the fish shop sounds like an asshole. I wouldnt be going there.

[QueenArseClangers]

fireside we have stayed at the hotel reviewed and it's brilliant!
Definitely going again too 😄

[Ceic]

Two of our local establishments have notable owner responses on Trip Advisor. Opposite ends of the scale to each other.

One has a reputation for hunting down reviews and angrily countering any slights, so much so that someone else has set up a Facebook page for "honest reviews" (but actually, it's really to collate the owner's responses in one place for criticism and bitching, not nice).

The other gave a detailed, factual rundown of the guest's stay, pointing every opportunity they could have requested the things they complained about and finished with the comment that "as fellow colleauges in the hospitality industry, they would understand the importance of complaining at the time and not FIVE MONTHS LATER" (not a literal quote, btw, but the main gist).