“Yes! My wife does get a bit snooty on the odd occasion. I will have a word with her.”
How Adrian Loveridge handled a bad TripAdvisor guest report…
Changing the BBQ, having a word with his co-manager
In a recent BFP article TripAdvisor’s Brian Payea coming to Barbados we told you how the tourism industry was thrust into an unknown and frightening world when the internet arrived and, much to their horror, hotels discovered that tourists could post unedited reviews and photos online.
This is such a big deal that many foolish hotels sought to curtail free speech rather than to engage disgruntled customers. Hotels didn’t want to explain, apologize and sometimes have to admit that a customer had a valid complaint.
Imagine that… some hotels don’t want to listen to customers and use what they say to make the business better. What a novel idea! How foreign a concept to those who think they know it all because they run a government-owned hotel with a bottomless bank account.
But running away from bad internet reviews means that only one side is heard. That is foolish these days when over 80% of tourists research their vacations on the internet before booking. (I can’t remember where I heard that but it sounded reasonable.)
Some customers can’t be pleased no matter what. Others are put off a hotel for one minor issue – but I think that most people consider the entire experience and product and give a fair opinion when asked.
Then again, I’m not in the hotel business. Peach and Quiet Hotel owner Adrian Loveridge is though, and how he handles the very rare bad review on TripAdvisor is instructive for anyone in the tourism or service industries. BFP readers know we like Adrian and Margaret, but even with that disclaimer we are blown away by Adrian’s candor and integrity in how he handled this complaint. What a pro, and what a decent person. Hope Margaret doesn’t bop him one! :-)
First, for interest…
Overall Ratings: Peach & Quiet vs. Time Out at the Gap
According to TripAdvisor, Peach & Quiet has 123 visitor reviews, with 100 rated “Excellent”, 17 “Very Good”, 2 “Average”, 3 “Poor” and 1 “Terrible”.
That contrasts with “Time out at the Gap” with 118 visitor reviews, with 10 rated “Excellent”, 23 “Very Good”, 40 “Average”, 25 “Poor” and 20 “Terrible”.
Now the bad review of Peach and Quiet, and then Adrian’s response…
Peach & Quiet “Could do (much) better…!”
Date of review: May 16, 2011 – New Continue reading