Arks
Well-known member
- Joined
- May 22, 2010
- Messages
- 6,460
- Reaction score
- 580
That is probably not the way to go. Instead, turn their review into an opportunity to highlight all the wonderful extra things you did for them and comment that you are pleased they enjoyed their stay and appreciated all that you did. The casual reader will only glean the positive things you say. The jerk that left the 4* review will most certainly get the intent behind the words as a slap on the hand for their less than 5* review.I haven't really decided if I want to reply, other than to say that I'm sorry they were disappointed with their stay... as a way of telling them that their review fell below what I was expecting from them.We all sympathize with your experience. If every guest that I went out of my way for gave me a 5* review, I'd be #1 in my city on all of the review sites. I mean really, really went out of my way - numerous rides to the airport that's 30 min away, doing the occasional load of laundry, took a guest's camera to a repair shop once, drove guests who didn't rent a car to an UNESCO world heritage site 30 min away, even helped a military guest relocating overseas wash & drop off her car at the transport location an hour away! No 5* reviews from any of these folks. But I've received a 3* review bc I said one snippy sentence to a guest.
As you know, reviews are often more of a reflection on the reviewer as they are on you. Kindhearted, polite, generous people leave thoughtful reviews that recognize and appreciate your hard work. Jerks with chips on their shoulders nitpick and criticize petty items whilst overlooking their experience as a whole.
I know you'll draft an appropriate response to their review. I'd be tempted to say, "I'm certain you meant to give us 5* based on us doing a,b,c,d,e,f,g... for you".
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.Good idea! Sarcasm rarely comes across the way you want it to. It would sound petty to comment on the 4 stars with sarcasm.Silverspoon said:That is probably not the way to go. Instead, turn their review into an opportunity to highlight all the wonderful extra things you did for them and comment that you are pleased they enjoyed their stay and appreciated all that you did. The casual reader will only glean the positive things you say. The jerk that left the 4* review will most certainly get the intent behind the words as a slap on the hand for their less than 5* review.
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I agree. I recommend an approach more like, please let us know how we can earn that 5th star next time you visit us! Or, we hope to earn that 5th star next time you visit us!Morticia said:Good idea! Sarcasm rarely comes across the way you want it to. It would sound petty to comment on the 4 stars with sarcasm.
Generic said the review "seemed to be so fixated on one thing." So it sounds like he knows what silly little thing cost them that 5th star.