Bad Review

From the moment they step through the door your bookings become guests, and their experiences determine whether they ever come back.
Rosehill
Posts: 46
Joined: Mon Nov 12, 2018 11:51 am
Location: Rosehill Paignton devon

Re: Bad Review

Post by Rosehill »

Taking into account your feedback I have revised our response below.


I'm sorry to hear your stay at Rosehill did not meet your expectations. You are entitled to your own opinions however the majority of our reviews show that we keep the house to a high standard and is regularly assessed by our agent. We continue to maintain, update and improve the property during the off season although in terms of the décor, fashions change all the time and I'm sure you'll agree constantly changing the furnishings is not the way to run a business. Regarding your comments on the damp we had a specialist undertake a survey who advised there was in fact no damp at all in the property only a small amount of condensation in the lounge which is likely due to drying out wet clothes in the living area. It would appear that the weather was not the best during your stay which is unfortunately a risk in the late autumn and would suggest that if you had stayed during the milder summer months you would have had a better experience.
J B
Posts: 137
Joined: Tue Oct 09, 2007 10:56 am
Location: We live in England and have rental properties in N Wales and Paphos, Cyprus
Contact:

Re: Bad Review

Post by J B »

Rosehill wrote: Wed Nov 23, 2022 6:36 pm Taking into account your feedback I have revised our response below.


I'm sorry to hear your stay at Rosehill did not meet your expectations. You are entitled to your own opinions however the majority of our reviews show that we keep the house to a high standard and is regularly assessed by our agent. We continue to maintain, update and improve the property during the off season although in terms of the décor, fashions change all the time and I'm sure you'll agree constantly changing the furnishings is not the way to run a business. Regarding your comments on the damp we had a specialist undertake a survey who advised there was in fact no damp at all in the property only a small amount of condensation in the lounge which is likely due to drying out wet clothes in the living area. It would appear that the weather was not the best during your stay which is unfortunately a risk in the late autumn and would suggest that if you had stayed during the milder summer months you would have had a better experience.
Just delete the bit underlined above - an unnecessary 'dig' in my opinion
Martha
Posts: 2289
Joined: Sun Apr 16, 2006 7:01 pm
Location: Chamonix

Re: Bad Review

Post by Martha »

Yes I agree with the above, it sounds defensive and I'd remove that line.

I think you are right to mention the weather - I think most people reading a review understand that bad weather influences how people feel about a stay. I've only ever had one bad review in fifteen years, and the weather was dreadful that week.

Since we've moved into the big chalet and started letting the little one, we have been almost fully booked all year round - the demand for low season has been way higher than I expected. This is nice of course but I have found that people book without really considering the season.

I have worked hard on my info for guests in order to make sure they have the best time in low season, and it's helped, but there is of course a limit to what you can do, and sometimes people don't read it, and turn up brightly expecting to do things that they can't, and then they aren't happy.

I have taken in the last month or so to including specific low season info before people book.
A paragraph about expectations: It's a lovely time to be here because x, x, and x, but there's a reason this is low season, weather can be very unreliable, and there will be many restaurants, shops and trails closed.

And details of specific attractions that may not be open (in our case the lifts), and a link to the tourist office who they can contact to confirm.

I have had several people not continue with their bookings after getting this info (EG a surprising amount of people assume they can ski in late November, or do high alpine walks in May) and that is fine! The dates booked to other people who were happy.

I'd think about this in the future, and in the case of the condensation maybe anticipate it in your house notes?
Chalet la Foret, Chamonix
RoseRed
Posts: 4
Joined: Fri Jun 04, 2021 3:27 pm
Location: Norfolk

Re: Bad Review

Post by RoseRed »

I think your letter sounds fine now. There will always be someone who complains. We are rated 9.6 and usually get 10/10 score and are proud of that. We also have a visitor book and the comments are very complimentary but one woman wrote that she enjoyed her holiday apart from the “very uncomfortable bed and the poor pillows. “ we were staggered because several people had written they had the best ever sleep and the bed was so comfy that one woman said she didn’t want to get up! I should add the bed is a very good make (can’t remember the make just now) with an anti roll feature and is in pristine condition. The pillows we have had no complaints about, there are 2 per person and sometimes people leave the top two on the side so they are clearly plump enough and they are also immaculate with protectors on.
newtimber
Posts: 1945
Joined: Sat Nov 24, 2012 5:57 pm
Location: Brighton
Contact:

Re: Bad Review

Post by newtimber »

RoseRed wrote: Wed Feb 22, 2023 4:05 pm We also have a visitor book and the comments are very complimentary but one woman wrote that she enjoyed her holiday apart from the “very uncomfortable bed and the poor pillows. “ we were staggered because several people had written they had the best ever sleep and the bed was so comfy that one woman said she didn’t want to get up! I should add the bed is a very good make (can’t remember the make just now) with an anti roll feature ...
Is an anti-roll feature designed to replace bed rails for people who are at risk of falling out of bed?
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