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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To hate trip advisor

119 replies

Passthebubbly · 23/03/2022 12:08

I need to vent. I own a small hospitality business family run that we have put our heart and sole into for 11 years. We have won a ton of awards and do our absolute best to show people an amazing time. We appreciate every single customer.

Our feedback has always been so good but since reopening from last lockdown what has happened to people? Just got a 1 star review as woman didn’t like her soup and the toilet was too small and there was god forbid a cobweb. Didn’t think to say at the time so we could change her meal just wait till behind a keyboard and leave a 1review. 2review yesterday because we don’t serve a full menu all night - we don’t have a bloody chef right now. My husband worked 78hours last week in that kitchen. Am so sick of watching what we have built and what we work our backsides off now in due to staff shortages be tarnished by keyboard warriors. Rant over just raging anyone can go on and leave 1* reviews for thing we can’t change like size of toilets in a listed building. So unfair.

OP posts:
Ponoka7 · 23/03/2022 12:10

I always read the low scores, because there are always picky, ridiculous people on every site. Most people do read through, not just glance at the ratings. I wouldn't worry about it.

Original poster
Passthebubbly · 23/03/2022 12:11

Just to add we have had a couple of deserved poor reviews where we hold our hands up and say “yes we could have done better” and we learn from them. I am not bitter about all poor reviews

OP posts:
nearlyspringyay · 23/03/2022 12:12

Well the staffing issues and hours your husband worked aren't the customers problem and I would expect what is presumably a F&B venue to not have cobwebs in.

Tripadvisor though is generally shite and I take all reviews with a massive pinch of salt, people love to complain about things not sing about the good.

MilkTwoSugarsThanks · 23/03/2022 12:14

2review yesterday because we don’t serve a full menu all night - we don’t have a bloody chef right now.*

Did you make that clear to the customer at the time? What did they say?
Always leave a polite response with honesty. People tend to read negative reviews and responses quite closely because they are frequently bullshit.

Original poster
Passthebubbly · 23/03/2022 12:15

The point is we advertise food until 7. This person was complaining he couldn’t ger food after that. (He can we just don’t do a full menu). And we don’t normally have cobwebs it was 1 missed cobweb it shouldn’t be there yes but it can happen, does that warrant a 1*review? Perhaps just pop out and mention it to the staff who would have quickly taken care of it

OP posts:
ClariceQuiff · 23/03/2022 12:15

If most reviews are positive I pay no attention to the low ones - either he people are the type to complain about nothing, or the establishment was having an isolated bad day.

undermilkjug · 23/03/2022 12:15

I always read the poor reviews and the company's response to them. If you responded to the complaint about the toilet being too small saying "I'm sorry you found that. As advertised, our building is grade [ ] listed so we are not able to change the internal layout to make this room larger" I would immediately dismiss the complainer as being an utter numpty. I know it is extra work though.

Saucery · 23/03/2022 12:15

I’m another one who reads the low scores and usually decides that the reviewer is being an arse if they had the opportunity to say something at the time or it’s something the venue can’t change.
20 reviews all saying the waiting-on staff were rude and the owner was a knobhead would make me avoid the place, but a couple of random moans about a cobweb or the waitress didn’t smile enough…..meh.

Original poster
Passthebubbly · 23/03/2022 12:16

First we heard of it was the trip advisor review sadly so was not given the opportunity to speak with the customer at the time

OP posts:
crossstitchingnana · 23/03/2022 12:16

I read a 1 star review of a cafe. Their complaint was that the tide was in.

Original poster
Passthebubbly · 23/03/2022 12:17

@undermilkjug that is exactly how I responded. Just a shock as we so rarely get a bad review

OP posts:
JanetPluchinsky · 23/03/2022 12:17

Oh I hear you. I had a one star review on Sunday because he’d had spring greens!! With his pie!! In the middle of winter!!

It took everything I had to grit my teeth and respond politely, knowing that he’d ranted about it at the time for FIFTEEN minutes to one of my wait staff and had all his (many) drinks comped.

It’s not the middle of fucking winter you prick.

Original poster
Passthebubbly · 23/03/2022 12:18

@crossstitchingnana 😂

OP posts:
MilkTwoSugarsThanks · 23/03/2022 12:21

The point is we advertise food until 7. This person was complaining he couldn’t ger food after that. (He can we just don’t do a full menu)

Apologise for the fact that he felt disappointed (a good old non-apology), highlight what you offer, that it was clear in your advertising and the time he had asked for the full menu.

People will read it and mentally write that review off as irrelevant when looking for somewhere to stay.

Original poster
Passthebubbly · 23/03/2022 12:24

@MilkTwoSugarsThanks it’s just a small pub, not a restaurant or hotel just a small pub. Just so disheartening when we are all working so hard and have over 230 5 reviews. The 7 1/2 only 3 are warranted the rest are just utterly stupid or staff we have let go being malicious.

OP posts:
MsTSwift · 23/03/2022 12:28

I think you need a thicker skin! If you work with the public some are not going to “get” you and what you offer and some are frankly nutters with their own agendas. Anyone seeing that review will conclude a difficult person. I skim and if the majority are good that’s fine by me.

Raquelos · 23/03/2022 12:29

I am sorry OP, that must feel a soul-destroying for you given the work you put in during such a challenging time. From a practical perspective, I tend to discount very low reviews where there is a polite and friendly response from the owner, so that is probably the best way to manage the idiot keyboard warriors out there to ensure they don't damage your business. All the best!

hugr · 23/03/2022 12:29

What's the hotel? Maybe we could let you know whether it would put us off?

CatherinedeBourgh · 23/03/2022 12:29

When I read reviews I always look at the poor ones, and particularly at the management response.

The ridiculous ones give me a giggle, and if the management are polite and professional about their response I find that highly reassuring.

CatherinedeBourgh · 23/03/2022 12:31

My favourite review ever was a 1* of a canoeing service stating that

  1. you had to row
  2. you got wet
  3. you had to go to the shore to disembark

People can be truly bonkers.

Original poster
Passthebubbly · 23/03/2022 12:34

@hugr not a hotel just a small pub in a tourist town.
Yes I do need a thicker skin but I take it to heart as the business is something we truly care about and have worked bloody hard to make it what it is today. Don’t mind constructive feedback or deserved poor reviews we can learn from. Just hate that trip advisor allows disingenuous reviews even when I have reported the review with proof

OP posts:
daimbarsatemydogsbone · 23/03/2022 12:34

@CatherinedeBourgh

When I read reviews I always look at the poor ones, and particularly at the management response.

The ridiculous ones give me a giggle, and if the management are polite and professional about their response I find that highly reassuring.

I agree with this. I think YABU about Trip Advisor - it's not their fault. Of course there are people who leave unwarranted bad reviews - but as others have said, most of us can see through/past these. I find Trip Advisor useful and a bad review or two (especially from obviously daft people) wouldn't put me off - especially if there's a measured response.
Original poster
Passthebubbly · 23/03/2022 12:35

@CatherinedeBourgh this is exactly what I am talking about. I mean seriously 😂

OP posts:
daimbarsatemydogsbone · 23/03/2022 12:38

Just hate that trip advisor allows disingenuous reviews even when I have reported the review with proof
They can't really be expected to determine who is being reasonable. Most of us can judge the truth.
BTW I have the greatest respect for anyone doing what you do - I can't think of many more soul-destroying enterprises.

D0lphine · 23/03/2022 12:40

Try and look through each week and leave a polite and thoughtful response where appropriate. Be bright and breezy. "We welcome guests for food between 12 and 7, and then the kitchen closes." Type thing.

Then forget it! Seriously! The most important thing about your business is whether it turns a profit. There are always going to be some disappointed guests.