To be really put off booking at this holiday park?

[Worriedmotheroftwo]

My friend stayed at this holiday park recently and said it was quite nice, but I've been on their social media to have a look and maybe book, and was a bit shocked at their attitude to a complaint they had from a guest. They've literally screenshotted her email to them and pht it publicly on their Facebook page.

Admittedly, the grammar and punctuation are lacking, but AIBU to think that you just don't screenshot customers' emails to you and plaster them on social media?? I have no idea who is really in the right here re her complaints (they've said their side but who knows what her side really is - they don't show her actual complaint) but I'm a bit appalled that they didn't even black out her name (is this even compliant with GDPR)? Anyway, it's really put me off booking there. Some of the comments are awful, mocking this 'Julie' woman, and people trying to find her on Facebook. Interested in other people's thoughts. (Or am I foolish to care at all?)

Yes - it's just a big coincidence if you've randomly stumbled on this thread by complete coincidence within a couple of hours of it being posted! (And now starting to send me pms...)

@MeadowLakesCaravanHire as a manager of a touring site (let alone static site) I feel your pain.

The complaints I get are laughable but we are expected to smile and take the shit! My biggest bug bear is complaining about something as the person is leaving after a weeks stay and the problem was on day one! We cant sort out things we dont know about!

Social media has weaponised reviews in favour of the customer. They can spout off and we are put in a position with our backs against the wall, we dont reply it stays there for everyone to see, we reply and it starts with customers demanding unreasonable things.

Prices change, thats life, we dont go charging round Tesco asking for refunds because something was cheaper last week!

Its been a long hot summer and patience is at an all time low with even more entitled cheeky fuckers about. Sometimes those people need to be called out publicly (although i would have blocked the name out) it shows what we have to put up with on a daily basis.

In my head I live by the customer isn't always right sometimes the customer is a c**t!

Great advertising

OP: the crux of this matter is that whatever Julie’s complaint was she did not raise it straight away so that it could be dealt with but once she reached home when she demanded a refund with menaces.

Which is not reasonable behaviour by Julie, whatever her complaint. Any issues? Raise it immediately and give the company the chance to put it right,

I guess we only have the holiday park woman's word for that though, don't we? 😊 Did Julie really not say anything while she was there? Guess we'll never know.

(I noticed MN has deleted "Rachel's" most recent post, so guess she wasn't real...)

She’s definitely real. Not sure why her posts got removed @mnhq any light on it?

Random looking customer threat. I should think they are fighting back

How do you know?

Julie sounds unhinged and apart from leaving her name in, I completely agree with the response to her.

However, the "tired exhausted mother of 2" line is disappointing as your choice to be a parent should have nothing to do with how you chose to deal with the complaint.

It's almost as bad as a woman blaming hormones.

You dealt with it well (apart from leaving the name in), so just own it 👍

Yikes. This would totally put me off as well. It's extremely unprofessional and it's basically a not-so-veiled threat to customers to not complain otherwise you'll be put on public blast with your name and email published far and wide, and other people encouraged to jump into the pile-on.

Anyone who has ever worked in a public facing role knows that a decent portion of people are fucking awful to deal with. That's the nature of the job unfortunately. It's how you respond to a bad review that often matters more than the review itself.

That's exactly how I feel. I've seen this sort of thing before on Airbnb reviews, when airbnb hosts leave aggressive and retaliatory replies to bad reviews and it's always put me off booking. This is so much worse though.

My friend stayed at this holiday park recently and said it was quite nice,

How well do you know this friend?
How well do you know Julie?

As much as we all have and are entitled to an opinion I think I'd take what she's written with a pinch of salt, your friend said it was nice, didn't seem to have any complaints and reading the way Julie seems to think it's fine to send threatening emails by way of complaint I know which one's opinion I'd go with.

It sounds like bullying is her first port of call.

Oh dear ... just because my friend (who is a colleague and who I know quite well, thanks for asking) said that she found it quite nice, that doesn't mean that nobody else ever has a justifiable reason to complain 🤦🏼‍♀️ You do see that, right?

Now, maybe Julie did have grounds to complain. Maybe she didn't. We don't know, because the holiday park woman has selected just one specific email to put out in public, and not the original complaint email (I wonder why?). But regardless of whether Julie's complaint is valid or not... the fact still remains that "Rachel" should never have taken a private email from a customer and put it on social media with her full name on it. That's just not okay for any business to do to their customers, no matter how 'exhausted' the business owner (or whatever she is) is. The attitude shown by "Rachel" definitely overshadows my friend's quite lukewarm recommendation of 'quite nice'.