Trashing hotels reputations online and chronic complainers!?
We recently did some work for a local hotel. As we were talking about improving guests experience, the hotel manager mentioned a group that had stayed at the hotel and seemed to have had a few bad experiences during their stay. Although the manager was going beyond the call of duty to please these guests, complaints came coming from what appeared to be truly unpleasable guests. This manager offered apologies, refunds and more but the guests never seemed satisfied.
In these times of easy online ratings through sites such sites as TripAdvisors, are some unscrupulous guests trying to take advantage of hotels? Are some guests truly so unhappy about their stay? Are some guests just not worth having as customers?
We think so, and hotel managers who have access to rating sites can easily turn the table and just refuse some group guests with bad chronic attitudes. An Australian “reverse” rating site apparently thinks so too. http://www.traveller.com.au/arts-series-hotel-group-to-rate-its-own-guests-reverse-tripadvisorstyle-1mlgiu
Just a thought!