Ouch! Three bad reviews in one morning

[TheBeachHouse]

Sorry this happened to you and may I remind everyone if they mention another B&B in the review they violate the rules and regs of TA
"We'd just come from a B and B in Bar Harbor that was terrific (name removed Inn)"
Go for it, get it taken down! I would. If they want pizazz they can pay for pizazz in Bah Hahbuh.

Sorry this happened to you and may I remind everyone if they mention another B&B in the review they violate the rules and regs of TA
"We'd just come from a B and B in Bar Harbor that was terrific (name removed Inn)"
Go for it, get it taken down! I would. If they want pizazz they can pay for pizazz in Bah Hahbuh

OOh,, good idea. thanks! objection submitted. we'll see.

 

[Morticia]

My response. (draft. haven't hit the button yet. too long winded?)
We are sorry you were disappointed with your one night stay and I wonder if maybe, if you'd done your homework,, you could have found a B&B more suitable to your preferences. Rockport is lucky enough to have dozens of B&Bs, each with its own personality. Some have plated multi-course breakfasts, some are known for their baked goods, some have the self-serve buffet we offer. Some are furnished with fine antiques, and some with beloved heirlooms. Some are in town, some have pools, some have ocean views. See the website, www.theinnsofrockport.com and review the side by side comparison chart to find the B&B that best suits your idea of a great vacation.
People love a detailed review and you gave them that! I guess I'll respond in kind.
House: We are an antique (1890) Captain's house, so the rooms all have their own personality. Some of the showers are stall showers. Two of our rooms have antique claw-foot tubs! The house across the street was already there, they are putting on an addition, so the effect on the view is minimal. But I agree, construction at 7 am can be annoying, unfortunately, there isn't much we can do about it. Luckily, it is temporary.
Breakfast: We advertise a continental breakfast and deliver an enhanced continental. At check in we invite our guests to a self-serve buffet breakfast. We offer freshly cooked eggs, meats, pancakes or French toast along with the standard continental fare, coffee cake, yogurt, cereals, fresh fruit, juices, milk and a nice variety of coffees and teas.
Décor: We call it 'Beach house casual.'
Misc.: We love our koi pond and our front porch view and are pleased you were able to enjoy them too. And we love our landscape girl, too!
As far as friendliness, we do our best and it must have been an off day. Wish you'd stayed more than one night, so you could have gotten to know us better!.

ok, take two.

My response. (draft. haven't hit the button yet. too long winded?)
We are sorry you were disappointed with your one night stay. Rockport is lucky enough to have dozens of B&Bs, each with its own personality. Some have plated multi-course breakfasts, some are known for their baked goods, some have the self-serve buffet we offer. From décor to location to amenities offered, there are choices for every taste. See the website, theinnsofrockport and review the side by side comparison chart to find the B&B that best suits your idea of a great vacation.
Our house is an antique (1890) Captain's house, so the rooms all have their own personality. They range from cozy (small) to very spacious. We call our décor, "Beach house casual." We want our guests to feel at home and comfortable. Detailed descriptions of our rooms are available on our website.
Yes, construction at 7 am is unfortunate and of course, unavoidable. Luckily, it is temporary and the view is not affected.
We advertise a continental breakfast and deliver an enhanced continental. At check in we invite our guests to a self-serve buffet breakfast. We offer freshly cooked eggs, meats, pancakes or French toast along with the standard continental fare, coffee cake, yogurt, cereals, fresh fruit, juices, milk and a nice variety of coffees and teas.
Thank you for mentioning the koi pond and the wrap around front porch with view. We are pleased you enjoyed them. And we love our landscape girl, too!
As far as friendliness, we are friendly, but try not to be intrusive. Some innkeepers like to visit for hours. We aren't like that. We want to give our guests personal quiet time to relax. I wish you'd stayed more than one night, so you could have gotten to know us better!

.

I'd skip what every other B&B has and stick with 'there's something for everyone in this town'.
Take this bit out: Some innkeepers like to visit for hours. We aren't like that. focus on the guest's perspective. Or put that in a positive tone, as you do in the sentence after that one. Also switch POV on last line to wishing they had stayed longer so you could have had the more personal chat they desired.
If they did look the place over before booking I'd mention that as well, given they dinged you for things they could see.
'We understand it is often difficult to find exactly the inn that meets all your requirements in our very busy summer season. We always recommend reserving in advance rather than trying your luck at 5 PM. We're sure you'll find the perfect location on your next visit to our lovely seaside village.'

 

[TheBeachHouse]

My response. (draft. haven't hit the button yet. too long winded?)
We are sorry you were disappointed with your one night stay and I wonder if maybe, if you'd done your homework,, you could have found a B&B more suitable to your preferences. Rockport is lucky enough to have dozens of B&Bs, each with its own personality. Some have plated multi-course breakfasts, some are known for their baked goods, some have the self-serve buffet we offer. Some are furnished with fine antiques, and some with beloved heirlooms. Some are in town, some have pools, some have ocean views. See the website, www.theinnsofrockport.com and review the side by side comparison chart to find the B&B that best suits your idea of a great vacation.
People love a detailed review and you gave them that! I guess I'll respond in kind.
House: We are an antique (1890) Captain's house, so the rooms all have their own personality. Some of the showers are stall showers. Two of our rooms have antique claw-foot tubs! The house across the street was already there, they are putting on an addition, so the effect on the view is minimal. But I agree, construction at 7 am can be annoying, unfortunately, there isn't much we can do about it. Luckily, it is temporary.
Breakfast: We advertise a continental breakfast and deliver an enhanced continental. At check in we invite our guests to a self-serve buffet breakfast. We offer freshly cooked eggs, meats, pancakes or French toast along with the standard continental fare, coffee cake, yogurt, cereals, fresh fruit, juices, milk and a nice variety of coffees and teas.
Décor: We call it 'Beach house casual.'
Misc.: We love our koi pond and our front porch view and are pleased you were able to enjoy them too. And we love our landscape girl, too!
As far as friendliness, we do our best and it must have been an off day. Wish you'd stayed more than one night, so you could have gotten to know us better!.

ok, take two.

My response. (draft. haven't hit the button yet. too long winded?)
We are sorry you were disappointed with your one night stay. Rockport is lucky enough to have dozens of B&Bs, each with its own personality. Some have plated multi-course breakfasts, some are known for their baked goods, some have the self-serve buffet we offer. From décor to location to amenities offered, there are choices for every taste. See the website, theinnsofrockport and review the side by side comparison chart to find the B&B that best suits your idea of a great vacation.
Our house is an antique (1890) Captain's house, so the rooms all have their own personality. They range from cozy (small) to very spacious. We call our décor, "Beach house casual." We want our guests to feel at home and comfortable. Detailed descriptions of our rooms are available on our website.
Yes, construction at 7 am is unfortunate and of course, unavoidable. Luckily, it is temporary and the view is not affected.
We advertise a continental breakfast and deliver an enhanced continental. At check in we invite our guests to a self-serve buffet breakfast. We offer freshly cooked eggs, meats, pancakes or French toast along with the standard continental fare, coffee cake, yogurt, cereals, fresh fruit, juices, milk and a nice variety of coffees and teas.
Thank you for mentioning the koi pond and the wrap around front porch with view. We are pleased you enjoyed them. And we love our landscape girl, too!
As far as friendliness, we are friendly, but try not to be intrusive. Some innkeepers like to visit for hours. We aren't like that. We want to give our guests personal quiet time to relax. I wish you'd stayed more than one night, so you could have gotten to know us better!

.

I'd skip what every other B&B has and stick with 'there's something for everyone in this town'.
Take this bit out: Some innkeepers like to visit for hours. We aren't like that. focus on the guest's perspective. Or put that in a positive tone, as you do in the sentence after that one. Also switch POV on last line to wishing they had stayed longer so you could have had the more personal chat they desired.
If they did look the place over before booking I'd mention that as well, given they dinged you for things they could see.
'We understand it is often difficult to find exactly the inn that meets all your requirements in our very busy summer season. We always recommend reserving in advance rather than trying your luck at 5 PM. We're sure you'll find the perfect location on your next visit to our lovely seaside village.'
.

I'd skip what every other B&B has and stick with 'there's something for everyone in this town'.
Take this bit out: Some innkeepers like to visit for hours. We aren't like that. focus on the guest's perspective. Or put that in a positive tone, as you do in the sentence after that one. Also switch POV on last line to wishing they had stayed longer so you could have had the more personal chat they desired.
If they did look the place over before booking I'd mention that as well, given they dinged you for things they could see.
'We understand it is often difficult to find exactly the inn that meets all your requirements in our very busy summer season. We always recommend reserving in advance rather than trying your luck at 5 PM. We're sure you'll find the perfect location on your next visit to our lovely seaside village.'

great edits. thank you.
I put one night because seriously, one night?? we are one of the only inns that ever take one night reservations.
(and it looks to be a good strategy since we are booked nearly solid.)

 

[Morticia]

My response. (draft. haven't hit the button yet. too long winded?)
We are sorry you were disappointed with your one night stay and I wonder if maybe, if you'd done your homework,, you could have found a B&B more suitable to your preferences. Rockport is lucky enough to have dozens of B&Bs, each with its own personality. Some have plated multi-course breakfasts, some are known for their baked goods, some have the self-serve buffet we offer. Some are furnished with fine antiques, and some with beloved heirlooms. Some are in town, some have pools, some have ocean views. See the website, www.theinnsofrockport.com and review the side by side comparison chart to find the B&B that best suits your idea of a great vacation.
People love a detailed review and you gave them that! I guess I'll respond in kind.
House: We are an antique (1890) Captain's house, so the rooms all have their own personality. Some of the showers are stall showers. Two of our rooms have antique claw-foot tubs! The house across the street was already there, they are putting on an addition, so the effect on the view is minimal. But I agree, construction at 7 am can be annoying, unfortunately, there isn't much we can do about it. Luckily, it is temporary.
Breakfast: We advertise a continental breakfast and deliver an enhanced continental. At check in we invite our guests to a self-serve buffet breakfast. We offer freshly cooked eggs, meats, pancakes or French toast along with the standard continental fare, coffee cake, yogurt, cereals, fresh fruit, juices, milk and a nice variety of coffees and teas.
Décor: We call it 'Beach house casual.'
Misc.: We love our koi pond and our front porch view and are pleased you were able to enjoy them too. And we love our landscape girl, too!
As far as friendliness, we do our best and it must have been an off day. Wish you'd stayed more than one night, so you could have gotten to know us better!.

ok, take two.

My response. (draft. haven't hit the button yet. too long winded?)
We are sorry you were disappointed with your one night stay. Rockport is lucky enough to have dozens of B&Bs, each with its own personality. Some have plated multi-course breakfasts, some are known for their baked goods, some have the self-serve buffet we offer. From décor to location to amenities offered, there are choices for every taste. See the website, theinnsofrockport and review the side by side comparison chart to find the B&B that best suits your idea of a great vacation.
Our house is an antique (1890) Captain's house, so the rooms all have their own personality. They range from cozy (small) to very spacious. We call our décor, "Beach house casual." We want our guests to feel at home and comfortable. Detailed descriptions of our rooms are available on our website.
Yes, construction at 7 am is unfortunate and of course, unavoidable. Luckily, it is temporary and the view is not affected.
We advertise a continental breakfast and deliver an enhanced continental. At check in we invite our guests to a self-serve buffet breakfast. We offer freshly cooked eggs, meats, pancakes or French toast along with the standard continental fare, coffee cake, yogurt, cereals, fresh fruit, juices, milk and a nice variety of coffees and teas.
Thank you for mentioning the koi pond and the wrap around front porch with view. We are pleased you enjoyed them. And we love our landscape girl, too!
As far as friendliness, we are friendly, but try not to be intrusive. Some innkeepers like to visit for hours. We aren't like that. We want to give our guests personal quiet time to relax. I wish you'd stayed more than one night, so you could have gotten to know us better!

.

I'd skip what every other B&B has and stick with 'there's something for everyone in this town'.
Take this bit out: Some innkeepers like to visit for hours. We aren't like that. focus on the guest's perspective. Or put that in a positive tone, as you do in the sentence after that one. Also switch POV on last line to wishing they had stayed longer so you could have had the more personal chat they desired.
If they did look the place over before booking I'd mention that as well, given they dinged you for things they could see.
'We understand it is often difficult to find exactly the inn that meets all your requirements in our very busy summer season. We always recommend reserving in advance rather than trying your luck at 5 PM. We're sure you'll find the perfect location on your next visit to our lovely seaside village.'
.

I'd skip what every other B&B has and stick with 'there's something for everyone in this town'.
Take this bit out: Some innkeepers like to visit for hours. We aren't like that. focus on the guest's perspective. Or put that in a positive tone, as you do in the sentence after that one. Also switch POV on last line to wishing they had stayed longer so you could have had the more personal chat they desired.
If they did look the place over before booking I'd mention that as well, given they dinged you for things they could see.
'We understand it is often difficult to find exactly the inn that meets all your requirements in our very busy summer season. We always recommend reserving in advance rather than trying your luck at 5 PM. We're sure you'll find the perfect location on your next visit to our lovely seaside village.'

great edits. thank you.
I put one night because seriously, one night?? we are one of the only inns that ever take one night reservations.
(and it looks to be a good strategy since we are booked nearly solid.)
.

Keep in the part about the temporary construction being an updating of an already present (1800's) house as these people are implying that's a new house and your website is out of date and there's no view any longer.
Grumpy Gus. Sorry about that. Some people just don't read or listen.

 

[JBloggs]

You know my theory "Thank you for taking the time to share your thought, we are sorry we weren't a good fit for you, good luck next time"
No one listens to me when I say this, as the pain and insult we read wants us to *** back, but it is always the best ides to just keep it simple sweetie.
Thinking about future visitors to TA who read that and see on your website, It says right there continental. So give future guests the benefit of the doubt to realize and acknowledge that what someone writes on a TA reviews is not always 100% accurate, they already know this. Everyone knows this, they aren't sheep, they can read between the lines.
This is the time to boast what you DO have on all social media. You have a lot to offer, so don't let these turkeys get you down!

 

[user 26]

So sorry ... it's so hard not to rush to defend our places, our selves
It's good to work on the final version that says all you need it to say. Sometimes I will read a book (innkeeper's response) to a negative review or reviews.

 

[Morticia]

You know my theory "Thank you for taking the time to share your thought, we are sorry we weren't a good fit for you, good luck next time"
No one listens to me when I say this, as the pain and insult we read wants us to *** back, but it is always the best ides to just keep it simple sweetie.
Thinking about future visitors to TA who read that and see on your website, It says right there continental. So give future guests the benefit of the doubt to realize and acknowledge that what someone writes on a TA reviews is not always 100% accurate, they already know this. Everyone knows this, they aren't sheep, they can read between the lines.
This is the time to boast what you DO have on all social media. You have a lot to offer, so don't let these turkeys get you down!.

You know my theory "Thank you for taking the time to share your thought, we are sorry we weren't a good fit for you, good luck next time"
No one listens to me when I say this, as the pain and insult we read wants us to *** back, but it is always the best ides to just keep it simple sweetie.
Thinking about future visitors to TA who read that and see on your website, It says right there continental. So give future guests the benefit of the doubt to realize and acknowledge that what someone writes on a TA reviews is not always 100% accurate, they already know this. Everyone knows this, they aren't sheep, they can read between the lines.
This is the time to boast what you DO have on all social media. You have a lot to offer, so don't let these turkeys get you down!

You are right about short and sweet. And Cambs is right about using the space to advertise what you are vs what the guest misinterpreted. The secret is getting that so it sounds like you're all sweetness and light when the guest just slammed you for being a cold fish and ungracious and uncaring and not their new best friend (like the people at that place we were the night before!)
Someone else uses, 'Reading our previous reviews...' but it sounds like this might have been an off weekend given all 3 came in today. Beachy? Would you say it was an off weekend? In private if not in public?

 

[TheBeachHouse]

You know my theory "Thank you for taking the time to share your thought, we are sorry we weren't a good fit for you, good luck next time"
No one listens to me when I say this, as the pain and insult we read wants us to *** back, but it is always the best ides to just keep it simple sweetie.
Thinking about future visitors to TA who read that and see on your website, It says right there continental. So give future guests the benefit of the doubt to realize and acknowledge that what someone writes on a TA reviews is not always 100% accurate, they already know this. Everyone knows this, they aren't sheep, they can read between the lines.
This is the time to boast what you DO have on all social media. You have a lot to offer, so don't let these turkeys get you down!.

You know my theory "Thank you for taking the time to share your thought, we are sorry we weren't a good fit for you, good luck next time"
No one listens to me when I say this, as the pain and insult we read wants us to *** back, but it is always the best ides to just keep it simple sweetie.
Thinking about future visitors to TA who read that and see on your website, It says right there continental. So give future guests the benefit of the doubt to realize and acknowledge that what someone writes on a TA reviews is not always 100% accurate, they already know this. Everyone knows this, they aren't sheep, they can read between the lines.
This is the time to boast what you DO have on all social media. You have a lot to offer, so don't let these turkeys get you down!

You are right about short and sweet. And Cambs is right about using the space to advertise what you are vs what the guest misinterpreted. The secret is getting that so it sounds like you're all sweetness and light when the guest just slammed you for being a cold fish and ungracious and uncaring and not their new best friend (like the people at that place we were the night before!)
Someone else uses, 'Reading our previous reviews...' but it sounds like this might have been an off weekend given all 3 came in today. Beachy? Would you say it was an off weekend? In private if not in public?
.

Someone else uses, 'Reading our previous reviews...' but it sounds like this might have been an off weekend given all 3 came in today. Beachy? Would you say it was an off weekend? In private if not in public?

I wondered about that. The chair borrowing was me. The oj/butter thing was DH - he remembers the phone was ringing and someone was checking out. The walk ins were just a one off. The new jersey folks, I'm not sure. They didn't like the décor, not much I can do there. DH may have been rushed the past week. But I also spoke to a couple people yesterday who couldn't wait to book a return trip, so I guess it's just that we got caught at a couple bad moments.

 

[gillumhouse]

I had a call this afternoon from a repeat couple. They went to a BC& B in Columbus WITH a reservation. She called to ask about what happened because she said "you have spoiled us".
The rang the one doorbell and got no response and then noticed another doorbell and rang it. Apparently there was an intercom because they were asked if they had called ahead and responded that they had a reservation. I guess they were shown to their room because she looked into the room next door and was handed a piece of paper and told to sit down and read it - the policies (no snooping). Then he was asked for drivers license and vredit card for payment. She was gone about 10 minutes and came and said she could not get the card tp work, asked for a different one and eventually came back saying she could not get that one to work either. They left.
They were concerned about ID theft. I asked if the innkeeper was "older" - yes. He called cc company and there was no charge put through. I told her to watch for a no-show charge but I think they were just tired innkeepers caught in the no loans for a B & B world. I had 2 cards this weekend that did not want to work on Squa re but the guest could see that as I was standing right there (third card worked).

 

[TheBeachHouse]

I had a call this afternoon from a repeat couple. They went to a BC& B in Columbus WITH a reservation. She called to ask about what happened because she said "you have spoiled us".
The rang the one doorbell and got no response and then noticed another doorbell and rang it. Apparently there was an intercom because they were asked if they had called ahead and responded that they had a reservation. I guess they were shown to their room because she looked into the room next door and was handed a piece of paper and told to sit down and read it - the policies (no snooping). Then he was asked for drivers license and vredit card for payment. She was gone about 10 minutes and came and said she could not get the card tp work, asked for a different one and eventually came back saying she could not get that one to work either. They left.
They were concerned about ID theft. I asked if the innkeeper was "older" - yes. He called cc company and there was no charge put through. I told her to watch for a no-show charge but I think they were just tired innkeepers caught in the no loans for a B & B world. I had 2 cards this weekend that did not want to work on Squa re but the guest could see that as I was standing right there (third card worked)..

no snooping? We leave all the unoccupied rooms open so that guests can get a look. It's what we're sellin'!!

 

[Morticia]

You know my theory "Thank you for taking the time to share your thought, we are sorry we weren't a good fit for you, good luck next time"
No one listens to me when I say this, as the pain and insult we read wants us to *** back, but it is always the best ides to just keep it simple sweetie.
Thinking about future visitors to TA who read that and see on your website, It says right there continental. So give future guests the benefit of the doubt to realize and acknowledge that what someone writes on a TA reviews is not always 100% accurate, they already know this. Everyone knows this, they aren't sheep, they can read between the lines.
This is the time to boast what you DO have on all social media. You have a lot to offer, so don't let these turkeys get you down!.

You know my theory "Thank you for taking the time to share your thought, we are sorry we weren't a good fit for you, good luck next time"
No one listens to me when I say this, as the pain and insult we read wants us to *** back, but it is always the best ides to just keep it simple sweetie.
Thinking about future visitors to TA who read that and see on your website, It says right there continental. So give future guests the benefit of the doubt to realize and acknowledge that what someone writes on a TA reviews is not always 100% accurate, they already know this. Everyone knows this, they aren't sheep, they can read between the lines.
This is the time to boast what you DO have on all social media. You have a lot to offer, so don't let these turkeys get you down!

You are right about short and sweet. And Cambs is right about using the space to advertise what you are vs what the guest misinterpreted. The secret is getting that so it sounds like you're all sweetness and light when the guest just slammed you for being a cold fish and ungracious and uncaring and not their new best friend (like the people at that place we were the night before!)
Someone else uses, 'Reading our previous reviews...' but it sounds like this might have been an off weekend given all 3 came in today. Beachy? Would you say it was an off weekend? In private if not in public?
.

Someone else uses, 'Reading our previous reviews...' but it sounds like this might have been an off weekend given all 3 came in today. Beachy? Would you say it was an off weekend? In private if not in public?

I wondered about that. The chair borrowing was me. The oj/butter thing was DH - he remembers the phone was ringing and someone was checking out. The walk ins were just a one off. The new jersey folks, I'm not sure. They didn't like the décor, not much I can do there. DH may have been rushed the past week. But I also spoke to a couple people yesterday who couldn't wait to book a return trip, so I guess it's just that we got caught at a couple bad moments.
.

Sometimes the 'off' is not on your side but the wrong set of guest personalities collide with each other. (Too many needy guests, someone gets ignored, that sort of thing.)
At the same time, the folks who want to come back may say that they noticed the other cranky guests and couldn't believe anyone would act that way. We hear that on occasion...'What bit that couple???'

 

[TheBeachHouse]

You know my theory "Thank you for taking the time to share your thought, we are sorry we weren't a good fit for you, good luck next time"
No one listens to me when I say this, as the pain and insult we read wants us to *** back, but it is always the best ides to just keep it simple sweetie.
Thinking about future visitors to TA who read that and see on your website, It says right there continental. So give future guests the benefit of the doubt to realize and acknowledge that what someone writes on a TA reviews is not always 100% accurate, they already know this. Everyone knows this, they aren't sheep, they can read between the lines.
This is the time to boast what you DO have on all social media. You have a lot to offer, so don't let these turkeys get you down!.

You know my theory "Thank you for taking the time to share your thought, we are sorry we weren't a good fit for you, good luck next time"
No one listens to me when I say this, as the pain and insult we read wants us to *** back, but it is always the best ides to just keep it simple sweetie.
Thinking about future visitors to TA who read that and see on your website, It says right there continental. So give future guests the benefit of the doubt to realize and acknowledge that what someone writes on a TA reviews is not always 100% accurate, they already know this. Everyone knows this, they aren't sheep, they can read between the lines.
This is the time to boast what you DO have on all social media. You have a lot to offer, so don't let these turkeys get you down!

You are right about short and sweet. And Cambs is right about using the space to advertise what you are vs what the guest misinterpreted. The secret is getting that so it sounds like you're all sweetness and light when the guest just slammed you for being a cold fish and ungracious and uncaring and not their new best friend (like the people at that place we were the night before!)
Someone else uses, 'Reading our previous reviews...' but it sounds like this might have been an off weekend given all 3 came in today. Beachy? Would you say it was an off weekend? In private if not in public?
.

Someone else uses, 'Reading our previous reviews...' but it sounds like this might have been an off weekend given all 3 came in today. Beachy? Would you say it was an off weekend? In private if not in public?

I wondered about that. The chair borrowing was me. The oj/butter thing was DH - he remembers the phone was ringing and someone was checking out. The walk ins were just a one off. The new jersey folks, I'm not sure. They didn't like the décor, not much I can do there. DH may have been rushed the past week. But I also spoke to a couple people yesterday who couldn't wait to book a return trip, so I guess it's just that we got caught at a couple bad moments.
.

Sometimes the 'off' is not on your side but the wrong set of guest personalities collide with each other. (Too many needy guests, someone gets ignored, that sort of thing.)
At the same time, the folks who want to come back may say that they noticed the other cranky guests and couldn't believe anyone would act that way. We hear that on occasion...'What bit that couple???'
.

Sometimes the 'off' is not on your side but the wrong set of guest personalities collide with each other. (Too many needy guests, someone gets ignored, that sort of thing.)
At the same time, the folks who want to come back may say that they noticed the other cranky guests and couldn't believe anyone would act that way. We hear that on occasion...'What bit that couple???'

I told them, "we just got our first bad review!" They said, "no way!!" and promised us a good review. So by tomorrow, we'll be back in sunshine again. Can't please all of the people all of the time. Right?
I love that other guests notice the crabby ones. LOL

 

[user 26]

I had unoccupied rooms locked because of other guests (and friends of guests also a non guest who slipped in as someone helpfully held the door open) going in and using the toilet, etc. Mortified to bring a guest to their room to discover soil in the toilet, trash in the wastebasket, obviously used hand towel. Once had someone apparently lie down on a bed in an unlocked room (pillows pulled out, dirty shoeprints on the coverlet - I cleaned that room myself and know it was not left that way!) Sad to say this happened on more than one occasion.
ps I never said 'no snooping'

 

[undersea]

I had a call this afternoon from a repeat couple. They went to a BC& B in Columbus WITH a reservation. She called to ask about what happened because she said "you have spoiled us".
The rang the one doorbell and got no response and then noticed another doorbell and rang it. Apparently there was an intercom because they were asked if they had called ahead and responded that they had a reservation. I guess they were shown to their room because she looked into the room next door and was handed a piece of paper and told to sit down and read it - the policies (no snooping). Then he was asked for drivers license and vredit card for payment. She was gone about 10 minutes and came and said she could not get the card tp work, asked for a different one and eventually came back saying she could not get that one to work either. They left.
They were concerned about ID theft. I asked if the innkeeper was "older" - yes. He called cc company and there was no charge put through. I told her to watch for a no-show charge but I think they were just tired innkeepers caught in the no loans for a B & B world. I had 2 cards this weekend that did not want to work on Squa re but the guest could see that as I was standing right there (third card worked)..

no snooping? We leave all the unoccupied rooms open so that guests can get a look. It's what we're sellin'!!
.

That is definitely something that has two different crowds (opinions) here.

 

[EmptyNest]

I had unoccupied rooms locked because of other guests (and friends of guests also a non guest who slipped in as someone helpfully held the door open) going in and using the toilet, etc. Mortified to bring a guest to their room to discover soil in the toilet, trash in the wastebasket, obviously used hand towel. Once had someone apparently lie down on a bed in an unlocked room (pillows pulled out, dirty shoeprints on the coverlet - I cleaned that room myself and know it was not left that way!) Sad to say this happened on more than one occasion.
ps I never said 'no snooping'

.

I am with you SS. I kept all room doors locked. If they were unoccupied when guests checked in, I would give them the 2 cent tour, then lock the door behind me after they went to their room. We have heard horror stories about others using unoccupied rooms too many times.

 

[Morticia]

I had a call this afternoon from a repeat couple. They went to a BC& B in Columbus WITH a reservation. She called to ask about what happened because she said "you have spoiled us".
The rang the one doorbell and got no response and then noticed another doorbell and rang it. Apparently there was an intercom because they were asked if they had called ahead and responded that they had a reservation. I guess they were shown to their room because she looked into the room next door and was handed a piece of paper and told to sit down and read it - the policies (no snooping). Then he was asked for drivers license and vredit card for payment. She was gone about 10 minutes and came and said she could not get the card tp work, asked for a different one and eventually came back saying she could not get that one to work either. They left.
They were concerned about ID theft. I asked if the innkeeper was "older" - yes. He called cc company and there was no charge put through. I told her to watch for a no-show charge but I think they were just tired innkeepers caught in the no loans for a B & B world. I had 2 cards this weekend that did not want to work on Squa re but the guest could see that as I was standing right there (third card worked)..

no snooping? We leave all the unoccupied rooms open so that guests can get a look. It's what we're sellin'!!
.

no snooping? We leave all the unoccupied rooms open so that guests can get a look. It's what we're sellin'!!

We leave rooms open during the day but not at night. One too many 'quarrels' where one spouse just up and moved into an empty room then tried to hide it in the morning. We also do not leave the hallway bathroom open at any time. That just invites trouble.
Also, as SS mentioned, sometimes groups will let friends in who then think it's ok to go into any room and use it. When we have a group, we close and lock all the empty rooms.
Just yesterday, right after cleaning, all of our guests trooped around to the other rooms that were now open and picked out their next room. So, yeah, we're selling the next stay.

 

[undersea]

I had a call this afternoon from a repeat couple. They went to a BC& B in Columbus WITH a reservation. She called to ask about what happened because she said "you have spoiled us".
The rang the one doorbell and got no response and then noticed another doorbell and rang it. Apparently there was an intercom because they were asked if they had called ahead and responded that they had a reservation. I guess they were shown to their room because she looked into the room next door and was handed a piece of paper and told to sit down and read it - the policies (no snooping). Then he was asked for drivers license and vredit card for payment. She was gone about 10 minutes and came and said she could not get the card tp work, asked for a different one and eventually came back saying she could not get that one to work either. They left.
They were concerned about ID theft. I asked if the innkeeper was "older" - yes. He called cc company and there was no charge put through. I told her to watch for a no-show charge but I think they were just tired innkeepers caught in the no loans for a B & B world. I had 2 cards this weekend that did not want to work on Squa re but the guest could see that as I was standing right there (third card worked)..

no snooping? We leave all the unoccupied rooms open so that guests can get a look. It's what we're sellin'!!
.

no snooping? We leave all the unoccupied rooms open so that guests can get a look. It's what we're sellin'!!

We leave rooms open during the day but not at night. One too many 'quarrels' where one spouse just up and moved into an empty room then tried to hide it in the morning. We also do not leave the hallway bathroom open at any time. That just invites trouble.
Also, as SS mentioned, sometimes groups will let friends in who then think it's ok to go into any room and use it. When we have a group, we close and lock all the empty rooms.
Just yesterday, right after cleaning, all of our guests trooped around to the other rooms that were now open and picked out their next room. So, yeah, we're selling the next stay.
.

sounds like a balanced approach.
Anytime there are unmonitored empty rooms, there are a few potential risks/issues.
If someone is going to be staying in it that day though, would keep it locked so does not get messed up...

 

[TheBeachHouse]

I requested they remove it. They refused. So I posted the reply today.
I don't like the one liner response because then their comments go unchecked.
Mort, I used your line about the personal chat and also your 'lovely seaside town' phrase. Good stuff. Thanks.
We do take these reviews personally. I guess that's part of the business.

 

[Morticia]

I requested they remove it. They refused. So I posted the reply today.
I don't like the one liner response because then their comments go unchecked.
Mort, I used your line about the personal chat and also your 'lovely seaside town' phrase. Good stuff. Thanks.
We do take these reviews personally. I guess that's part of the business..

I was never good at being picked on in school. I hated popularity stuff because I was never popular. (Neither was Gomez so what a pair we make!) So, yeah, this stuff hurts a lot. We've made improvements based on guest observations but the reviews that take a swipe at us personally are hard to handle. (Grumpy, not suited to innkeeping, rude, etc)

 

[TheBeachHouse]

I requested they remove it. They refused. So I posted the reply today.
I don't like the one liner response because then their comments go unchecked.
Mort, I used your line about the personal chat and also your 'lovely seaside town' phrase. Good stuff. Thanks.
We do take these reviews personally. I guess that's part of the business..

I was never good at being picked on in school. I hated popularity stuff because I was never popular. (Neither was Gomez so what a pair we make!) So, yeah, this stuff hurts a lot. We've made improvements based on guest observations but the reviews that take a swipe at us personally are hard to handle. (Grumpy, not suited to innkeeping, rude, etc)
.

The truth is we are friendly in a professional way. The idea of becoming close, long term friends with any of our guests is just foreign to us. We are both introverts. We have a few very close friends and many friendly acquaintances.
We chat, but we don't usually want to visit. We've had a few spontaneous fun evenings with guests, but mostly, we value our privacy. We will never be those innkeepers that sit down at the breakfast table or go out with guests for dinner.