Am I overly sensitive on this review?

[JBloggs]

The first troublesome review is the one future guests will read to determine what type of innkeepers you are. Don't blow it.
Don't be defensive. Thank them for their feedback. If you want to say you're still learning the ropes, tell them you'll evaluate your breakfast. Let them see you as responsive. I would diffuse the slight about "tension" with some humor. "We're not sure what type of tension your wife saw between us -- romantic tension, perhaps? Something like that. Tell them you've added checking all drawers to your room checklist and thank them for that learning.
My rule is always make your response a sandwich. A semi-serious refutation of the damaging portion, sandwiched between two compliments and/or thank yous.
"Thanks for saying Michelle was such a great host. Bob must have been a little sleepy the morning you were here. Oh, and thanks for teaching us to always check the drawers. We appreciate your help in making us great innkeepers, etc., etc."
Then hit publish, go mix a drink, and call them names behind their back..

In addition, when my breakfast is mentioned, whether it is a praise or a criticism, I take the opportunity to 'manage future expectations' by listing our actual menu. So add something like, "Thank you for mentioning our breakfast. We offer an enhanced continental breakfast including freshly baked coffee cake, a yogurt bar, fresh fruit and gluten free cereal. In addition. we always offer a hot breakfast such as pancakes, scrambled eggs or oatmeal."
OR, if your breakfast that day was awesome and he's just a jerk, something like, "I remember that morning. We served crepes fambe' with grass fed beef hash and freshly squeezed papaya juice. As I recall, your eyes lit up as we lit the crepes tableside."
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I've had to use the mgmt response too many times in order to explain the 'shared' bathroom. It just doesn't get thru.
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I've had to use the mgmt response too many times in order to explain the 'shared' bathroom. It just doesn't get thru.

Yes and it accomplishes nothing to try to correct people.
Do you remember the couple who said we were 2+ hours from the interstate? Talk about scaring people away, we are 30-40 minutes from an Interstate, and you travel on a hwy to get to it, not through the woods. We are 1 mile from that highway.

 

[ElysianFields]

Thanks for all the feedback. I decided to simply let it go. I think our other reviews speak for themselves. I also noticed that this guy has posted over 300 Tripadvisor reviews. I think some people fancy themselves a critic and are just looking for something negative. He gave Central Park and the Metropolitan Museum of Art four stars so I think I am in good company.

 

[Morticia]

Thanks for all the feedback. I decided to simply let it go. I think our other reviews speak for themselves. I also noticed that this guy has posted over 300 Tripadvisor reviews. I think some people fancy themselves a critic and are just looking for something negative. He gave Central Park and the Metropolitan Museum of Art four stars so I think I am in good company..

Do you generally respond to reviews? If not, it is a good way to advertise for free. People are reading the reviews so having mgmt responses to also read gives them a sense of you.
Plus, you get to crow about all the good stuff in the area!
If you have never responded to reviews and you want to start, go back a few and respond to a bunch of good ones, too.

 

[Hillbilly]

Thanks for all the feedback. I decided to simply let it go. I think our other reviews speak for themselves. I also noticed that this guy has posted over 300 Tripadvisor reviews. I think some people fancy themselves a critic and are just looking for something negative. He gave Central Park and the Metropolitan Museum of Art four stars so I think I am in good company..

People like that I kinda lol at. Really 300 reviews? Looks like they have a nice little hobby going. They probably feel they have followers and it makes them feel powerful!!

 

[dumitru]

Thanks for all the feedback. I decided to simply let it go. I think our other reviews speak for themselves. I also noticed that this guy has posted over 300 Tripadvisor reviews. I think some people fancy themselves a critic and are just looking for something negative. He gave Central Park and the Metropolitan Museum of Art four stars so I think I am in good company..

South Park nailed it with their Yelp Reviewer episode Not gonna link to that though...

 

[Highlands John]

I wouldn't reply, but instead write to some of your recent guests who have enjoyed their stay asking them to write a review, include a link to the review page.
That way this one will soon disappear off page 1 and no one will ever read it again.

 

[Copperhead]

Welcome to the forum! Sorry that it was a stinker review that got you here but hope you stick around!
They gave you 4 stars, so run with it.
I did not look at any other reviews to see if you have a routine in replying or not. If you don't just let this one pass by. If you do I like P. Swann's wording.
I've had to take a deep sigh with a couple of reviews as of late, they seemed to be so far off from the others that I think people will pass right by them. It is hard to do but after a couple days you get over the sting.

 

[Lee2014]

Welcome! Pull up a chair and stay awhile! This is a great place to be!
I read the poster's other reviews….you could have gotten a worst review. I would follow the advice here and leave it be.