Talk about how NOT to respond to reviews.
According to reports, the manager of the Georgian House Hotel in Glasgow has been fired (and rightly so, we think) after reacting sharply to negative reviews of the property on TripAdvisor.
The unnamed ex-manager has repeatedly slammed guests when responding to criticisms they had posted on the popular hotel reviews aggregator.
Here are some examples:
“Honestly what do you expect. You pay little you get cheap. We are a Budget hotel. Get real.”
“All in all I am sure potential guests will understand the type of personality that these guests had. How glad we are they will not be returning.”
If you’re a hotel or hospitality executive, take these as examples of what NOT to do whenever your property receives a bad review. Other guests who did not particularly enjoy their stay at the Georgian House Hotel also received similarly vicious management responses.
To Lynnieha, a guest who said she won’t be returning, the ex-manager said: “What do you expect for so little cash.”
To another customer who complained about the “nasty breakfast,” the response was: “If you want a good breakfast go to the hilton and pay £100.00 a night. You pay little you get little.”
Travel news site TNooz placed a call to the hotel earlier this week and confirmed that the hot-tempered hotel manager had, in fact, been sacked. A new manager is in, but he or she will have plenty of work to do. Currently, the Georgian House Hotel has 94 reviews on TripAdvisor, and 31 of these reviews rate the property as either “poor” or “terrible”; it has an aggregated rating of 3 out of 5 stars, good for only 20th out of 38 Glasgow B&Bs and inns.
Looking for more ideal examples of how to write your management responses on TripAdvisor? Check out this case study.