“Pleasant if a bit weatherbeaten”. I was staring at the title of our latest guest review on Tripadvisor, as my left eye developed a nervous twitch. I was not used to “so so reviews”, and especially not from someone I had been going out of my already highly elastic way to meet every (even whimsical) wish.
From the day TJ and I took over in December of 2011 we worked hard to overcome the few previous negative comments on Tripadvisor up to that point. The previous innkeepers had to overcome the problem of living at a considerable distance from the Inn and had little experience in running a hospitality business, hence some negative reviews had painted the Inn into a corner.
TJ’s and my mission statement for taking over was anchored in providing the best affordable sleeping accommodations possible and a breakfast experience that would resonate with all previous and future guests. Within two months of taking over, Tripadvisor was starting to show steady 5 star reviews, which hasn’t stopped since, even though we have not actively encouraged guests to leave comments on Tripadvisor for the past year. But that’s more because we have discovered Tripadvisor’s acquisition policies to be commercially slanted and manipulative.
But then…. a couple of weeks ago the following review from a guest from Statesboro Georgia appeared on the screen: Continue reading