Really? 3 Stars?

[Kay Nein]

I know there's been alot of review venting lately, but we just got a doozie ourselves. I have to wait a few days before I respond. We've NEVER gotten a 3-star review. This girl was so blah, that we don't even remember them from a week ago. Preppy, yuppies from PA, just passing through.
Spent last night here, have to say, the smell of cat urine still lingers on mind. CAT URINE? If she did smell it, it was outside. Of course she doesn't mention that. Thanks for making everyone feel like we have pissing cats all over the place. Feels like your in a small hotel, this B&B is run like a business It is a BUSINESS, BoZo! . Innkeepers were pretty to the point and more business-like than most We were sold out, did you consider that we were too busy with check-ins to sit down, share a drink and discuss your life? We're always super friendly, joking, having a good time with people even when we are busy....and forget about choosing what time you will have breakfast as most B&B's offer. Most - exactly, not all B&Bs give you a range of time to eat. So, why complain about that at the same time you're admitting that not all do that. Get over it - 9am is not ruining your vacation. Come down and make a friend, apparently you need more positive energy in your life. However, the breakfast was very good. Yeah, thanks for that. Good - what an "ok" word.
The B&B was at occupancy the day we checked in. The walls were paper thin ( I could hear my neighbor unzipping their suitcase). Welcome to our 130 year old house. Our room (The Cabin Room) was sandwiched between two other rooms, one of which had occupants that watched TV loudly until late into the night and again first thing in the morning (glad I always bring my earplugs!). Yeah, I'll admit that's a problem. But, usually it's the others complaining about her room having the TV too loud - it's right against the wall to the neighbor's room.
Nicely decorated rooms almost feel cluttered and over-done. Our room alone had 3 antique replica wood stoves. There are two, extremely small one-burner stoves and they act as the nightstands. Two one-gallon cast iron kettles border the fireplace. So, you thought the tacky fake evergreen tree in the corner was nice though?
The Inn is nicely located near the town's quaint Main Street, were shopping and a nice variety of shops and culinary delights. Don't think I would stay again. Thank God!

 

[JBloggs]

Pitas stink!

 

[gillumhouse]

I do not remember a cat - just dogs. Considering how sensitive I am to cats (JB - yours is an exception, did not trigger what most do and Definitely no cat smell) I did not smell cat.
Just do not answer the complaints parts. Thank you for your stay (meaning the revenue generated). We are so pleased you liked our breakfast of _______. Yes, we are quite conveniently located to enjoy the shops and events on Main Street. We are fortunate to have our business located in a place as busy as this area and yes, our rooms are in such demand that we are pleased you were able to find a vacancy.

 

[Copperhead]

Do better than I did with my last 3.... make their review into a selling tool for readers that will see the review as just sour grapes.

Remember it is not YOU it is THEM.

 

[TheBeachHouse]

When I stay at a Marriott, I can always hear the people in the next room and the hallway. Why hold you to a higher standard?

 

[ukmaineiac]

So - I wasn't going to post this, but I would have used an almost identical subject line. "Three stars? Really?" This perfectly demonstrates the randomness of peoples perceptions. I'm actually OK with it because if (like I do) people click on the worst review to see what was so bad, they'll probably be encouraged.
We stayed at ………… this past week end. It is in a perfect location to downtown ………, we walked to town. …….. was very hospitable, eager to assist us with anything we needed, and provided a delicious breakfast each morning. The rooms are exceptionally clean with many amenities. Do not be discouraged when you see it from the outside. It is in the process of a new coat of paint and some repair. We had a wonderful stay!
Room Tip: We were on the second floor, the …… room, and our daughter was in the ...... room. It was perfect for us

 

[Generic]

So - I wasn't going to post this, but I would have used an almost identical subject line. "Three stars? Really?" This perfectly demonstrates the randomness of peoples perceptions. I'm actually OK with it because if (like I do) people click on the worst review to see what was so bad, they'll probably be encouraged.
We stayed at ………… this past week end. It is in a perfect location to downtown ………, we walked to town. …….. was very hospitable, eager to assist us with anything we needed, and provided a delicious breakfast each morning. The rooms are exceptionally clean with many amenities. Do not be discouraged when you see it from the outside. It is in the process of a new coat of paint and some repair. We had a wonderful stay!
Room Tip: We were on the second floor, the …… room, and our daughter was in the ...... room. It was perfect for us.

Sorry UK, but the only word I have for that reviewer also describes the animal her home state is known for.
And I would start the review with the words "We are sorry you were so disappointed with your stay" just so she knows that her rating said to you exactly that.

 

[Kay Nein]

I do not remember a cat - just dogs. Considering how sensitive I am to cats (JB - yours is an exception, did not trigger what most do and Definitely no cat smell) I did not smell cat.
Just do not answer the complaints parts. Thank you for your stay (meaning the revenue generated). We are so pleased you liked our breakfast of _______. Yes, we are quite conveniently located to enjoy the shops and events on Main Street. We are fortunate to have our business located in a place as busy as this area and yes, our rooms are in such demand that we are pleased you were able to find a vacancy..

The dogs you saw were my own that I brought from home so y'all could meet them. There are definitely no animals on the premises.
I can't ignore the cat urine comment. I have to address it. If I do not mention it, it will imply that I know it's a problem but have no solution or comment.

 

[Arks]

I do not remember a cat - just dogs. Considering how sensitive I am to cats (JB - yours is an exception, did not trigger what most do and Definitely no cat smell) I did not smell cat.
Just do not answer the complaints parts. Thank you for your stay (meaning the revenue generated). We are so pleased you liked our breakfast of _______. Yes, we are quite conveniently located to enjoy the shops and events on Main Street. We are fortunate to have our business located in a place as busy as this area and yes, our rooms are in such demand that we are pleased you were able to find a vacancy..

The dogs you saw were my own that I brought from home so y'all could meet them. There are definitely no animals on the premises.
I can't ignore the cat urine comment. I have to address it. If I do not mention it, it will imply that I know it's a problem but have no solution or comment.
.

I can't ignore the cat urine comment. I have to address it. If I do not mention it, it will imply that I know it's a problem but have no solution or comment.

I agree completely. Letting that one just lay there unaddressed would imply that there's truth to it, and people would not book if they read that. You must make it clear that there are no animals there.

 

[gillumhouse]

I do not remember a cat - just dogs. Considering how sensitive I am to cats (JB - yours is an exception, did not trigger what most do and Definitely no cat smell) I did not smell cat.
Just do not answer the complaints parts. Thank you for your stay (meaning the revenue generated). We are so pleased you liked our breakfast of _______. Yes, we are quite conveniently located to enjoy the shops and events on Main Street. We are fortunate to have our business located in a place as busy as this area and yes, our rooms are in such demand that we are pleased you were able to find a vacancy..

The dogs you saw were my own that I brought from home so y'all could meet them. There are definitely no animals on the premises.
I can't ignore the cat urine comment. I have to address it. If I do not mention it, it will imply that I know it's a problem but have no solution or comment.
.

Absolutely make it clear there are no animals on-site. There have never BEEN animals on-site that belonged to the innkeepers. (And for your info, I did not notice any animal odor outside either. Yes, it was December, but some odors penetrate any time.) I knew those were your personal dogs. I have never detected even a hint of animal at any innmate inn - even the one I know had animals. She was obviously searching for a slam since she chose the most pervasive of animal odors to toss in.
BTW - there was NO musty "old house" smell either that I sometimes have to deal with here.)

 

[user 26]

talk about mean!
i would definitely post the positive spin response - with the addition that, as they mentioned you were full occupancy and you as innkeeps very extremely busy. also, wondering about the cat smell as the inn does not have cats.
i've stayed in lots of places and in most if there are other guests i hear them. that's how it is. once my room was over a pub. mistake! complain? no! what did i expect?
i have this theory - some people feel like they are some kind of super-reviewer and need to write this kind of c**p. this was good, this was bad, this was so-so. blahblahblah curious to know how the other reviews from this person are.

 

[ukmaineiac]

So - I wasn't going to post this, but I would have used an almost identical subject line. "Three stars? Really?" This perfectly demonstrates the randomness of peoples perceptions. I'm actually OK with it because if (like I do) people click on the worst review to see what was so bad, they'll probably be encouraged.
We stayed at ………… this past week end. It is in a perfect location to downtown ………, we walked to town. …….. was very hospitable, eager to assist us with anything we needed, and provided a delicious breakfast each morning. The rooms are exceptionally clean with many amenities. Do not be discouraged when you see it from the outside. It is in the process of a new coat of paint and some repair. We had a wonderful stay!
Room Tip: We were on the second floor, the …… room, and our daughter was in the ...... room. It was perfect for us.

Sorry UK, but the only word I have for that reviewer also describes the animal her home state is known for.
And I would start the review with the words "We are sorry you were so disappointed with your stay" just so she knows that her rating said to you exactly that.
.

I just don't understand how "perfect" location", "exceptionally clean", "delicious breakfasts" "wonderful stay" "hospitable" "anything we needed" translates to ***. OK ..... no more whining. I need to address my incoming guests needs. .... and yes - the exterior definitely needs to be addressed but they seemed very impressed with what we doing to maintain it.

 

[Generic]

So - I wasn't going to post this, but I would have used an almost identical subject line. "Three stars? Really?" This perfectly demonstrates the randomness of peoples perceptions. I'm actually OK with it because if (like I do) people click on the worst review to see what was so bad, they'll probably be encouraged.
We stayed at ………… this past week end. It is in a perfect location to downtown ………, we walked to town. …….. was very hospitable, eager to assist us with anything we needed, and provided a delicious breakfast each morning. The rooms are exceptionally clean with many amenities. Do not be discouraged when you see it from the outside. It is in the process of a new coat of paint and some repair. We had a wonderful stay!
Room Tip: We were on the second floor, the …… room, and our daughter was in the ...... room. It was perfect for us.

Sorry UK, but the only word I have for that reviewer also describes the animal her home state is known for.
And I would start the review with the words "We are sorry you were so disappointed with your stay" just so she knows that her rating said to you exactly that.
.

I just don't understand how "perfect" location", "exceptionally clean", "delicious breakfasts" "wonderful stay" "hospitable" "anything we needed" translates to ***. OK ..... no more whining. I need to address my incoming guests needs. .... and yes - the exterior definitely needs to be addressed but they seemed very impressed with what we doing to maintain it.
.

That's why I suggest that you reply as if she disliked her stay. Anyone reading it will realize she's completely off her rocker with her rating and of course see all the things she wrote. It also lets her know that you don't think the rating is fair and of course that everyone will see how good you must be. It's almost a gift... everyone will read the review and wonder what her problem is. Sure, your rating might dip, but she also might revise when she realizes how crazy her rating appears to everyone, including you.

 

[Madeleine]

I do not remember a cat - just dogs. Considering how sensitive I am to cats (JB - yours is an exception, did not trigger what most do and Definitely no cat smell) I did not smell cat.
Just do not answer the complaints parts. Thank you for your stay (meaning the revenue generated). We are so pleased you liked our breakfast of _______. Yes, we are quite conveniently located to enjoy the shops and events on Main Street. We are fortunate to have our business located in a place as busy as this area and yes, our rooms are in such demand that we are pleased you were able to find a vacancy..

The dogs you saw were my own that I brought from home so y'all could meet them. There are definitely no animals on the premises.
I can't ignore the cat urine comment. I have to address it. If I do not mention it, it will imply that I know it's a problem but have no solution or comment.
.

The dogs you saw were my own that I brought from home so y'all could meet them. There are definitely no animals on the premises.
I can't ignore the cat urine comment. I have to address it. If I do not mention it, it will imply that I know it's a problem but have no solution or comment.

I'm wondering if there is some sort of olfactory disease that causes people to think they smell cat urine when none is there?
This is not the first time someone who doesn't have cats in the house has had that complaint.
You do need to mention there are no cats in the house. Or, no cats on the property if that is true. If the cats belong to neighbors, get in the habit of chasing them off so they stop peeing in the garden!

 

[Madeleine]

So - I wasn't going to post this, but I would have used an almost identical subject line. "Three stars? Really?" This perfectly demonstrates the randomness of peoples perceptions. I'm actually OK with it because if (like I do) people click on the worst review to see what was so bad, they'll probably be encouraged.
We stayed at ………… this past week end. It is in a perfect location to downtown ………, we walked to town. …….. was very hospitable, eager to assist us with anything we needed, and provided a delicious breakfast each morning. The rooms are exceptionally clean with many amenities. Do not be discouraged when you see it from the outside. It is in the process of a new coat of paint and some repair. We had a wonderful stay!
Room Tip: We were on the second floor, the …… room, and our daughter was in the ...... room. It was perfect for us.

Sorry UK, but the only word I have for that reviewer also describes the animal her home state is known for.
And I would start the review with the words "We are sorry you were so disappointed with your stay" just so she knows that her rating said to you exactly that.
.

I just don't understand how "perfect" location", "exceptionally clean", "delicious breakfasts" "wonderful stay" "hospitable" "anything we needed" translates to ***. OK ..... no more whining. I need to address my incoming guests needs. .... and yes - the exterior definitely needs to be addressed but they seemed very impressed with what we doing to maintain it.
.

I don't get it either, ukie! So maybe it was a scrolling error. They meant it to be 5 stars but didn't click the right bubble.

 

[Kay Nein]

So, funny coincidence. We had our health inspection today. Other Innkeeper asked her to check that room for smell and (as we expected), she said there was no smell. Should I mention that in my response?
We got a 100% BTW

 

[TheBeachHouse]

So, funny coincidence. We had our health inspection today. Other Innkeeper asked her to check that room for smell and (as we expected), she said there was no smell. Should I mention that in my response?
We got a 100% BTW

.

So, funny coincidence. We had our health inspection today. Other Innkeeper asked her to check that room for smell and (as we expected), she said there was no smell. Should I mention that in my response?
We got a 100% BTW

sure. something like, "We were alarmed by your mention of a foul odor, as we had never had any complaints like that before, so we immediately checked the room. In fact, we had a health inspector check the room as well and none of us could find evidence of any odor. I am sorry you didn't enjoy your stay and pleased that you were kind enough to mention our terrific location. Our guests generally enjoy the feel, romance, architecture and charm of an antique home, but we understand that is not everyone's cup of tea."

 

[Kay Nein]

So, funny coincidence. We had our health inspection today. Other Innkeeper asked her to check that room for smell and (as we expected), she said there was no smell. Should I mention that in my response?
We got a 100% BTW

.

So, funny coincidence. We had our health inspection today. Other Innkeeper asked her to check that room for smell and (as we expected), she said there was no smell. Should I mention that in my response?
We got a 100% BTW

sure. something like, "We were alarmed by your mention of a foul odor, as we had never had any complaints like that before, so we immediately checked the room. In fact, we had a health inspector check the room as well and none of us could find evidence of any odor. I am sorry you didn't enjoy your stay and pleased that you were kind enough to mention our terrific location. Our guests generally enjoy the feel, romance, architecture and charm of an antique home, but we understand that is not everyone's cup of tea."
.

Great response, BH!

 

[ukmaineiac]

So - I wasn't going to post this, but I would have used an almost identical subject line. "Three stars? Really?" This perfectly demonstrates the randomness of peoples perceptions. I'm actually OK with it because if (like I do) people click on the worst review to see what was so bad, they'll probably be encouraged.
We stayed at ………… this past week end. It is in a perfect location to downtown ………, we walked to town. …….. was very hospitable, eager to assist us with anything we needed, and provided a delicious breakfast each morning. The rooms are exceptionally clean with many amenities. Do not be discouraged when you see it from the outside. It is in the process of a new coat of paint and some repair. We had a wonderful stay!
Room Tip: We were on the second floor, the …… room, and our daughter was in the ...... room. It was perfect for us.

Sorry UK, but the only word I have for that reviewer also describes the animal her home state is known for.
And I would start the review with the words "We are sorry you were so disappointed with your stay" just so she knows that her rating said to you exactly that.
.

I just don't understand how "perfect" location", "exceptionally clean", "delicious breakfasts" "wonderful stay" "hospitable" "anything we needed" translates to ***. OK ..... no more whining. I need to address my incoming guests needs. .... and yes - the exterior definitely needs to be addressed but they seemed very impressed with what we doing to maintain it.
.

That's why I suggest that you reply as if she disliked her stay. Anyone reading it will realize she's completely off her rocker with her rating and of course see all the things she wrote. It also lets her know that you don't think the rating is fair and of course that everyone will see how good you must be. It's almost a gift... everyone will read the review and wonder what her problem is. Sure, your rating might dip, but she also might revise when she realizes how crazy her rating appears to everyone, including you.
.

I sent a "thank you for your review" email to her. I want to see her response before I tackle TA. I also said that I would welcome an opportunity to make her stay better than "average".

 

[Madeleine]

So, funny coincidence. We had our health inspection today. Other Innkeeper asked her to check that room for smell and (as we expected), she said there was no smell. Should I mention that in my response?
We got a 100% BTW

.

I like Beachy's response.
And congrats on the inspection.
I think mentioning the health inspector came for your annual review and found no evidence of any cat smells is a good point. Make sure it's clear the inspector was not there because of the review!