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Embrace the review!
Let’s face it; getting a negative review can feel like a poke in the eye. They’re something a lot of companies panic about, but are inevitable. It’s simply not possible to create a product that meets the needs of every single customer, and we’d put our neck on the line and call you a bare faced liar if you try to pretend you do.
In the 18 months we’ve been operating as a company, we’ve had three unhappy reviews out of over 100 happy reviews, so we think that’s a win. One was legit, one was removed when challenged, and the other was a case of us dropping the ball, we’re only human and we fully admit that.
But this review has left us a little speechless, and for anyone that knows us girls… we’re never speechless….
As you can see, the reason for this review was that we were unable to provide a mid stay clean and towel replenishment service for a five night booking. Not a request that was asked of us prior to the booking we might add, but one that was requested using the out of hours emergency mobile number, on a Friday evening, which diverts to a private mobile.
Not only did the guest find it acceptable to call the emergency numbers and any other numbers she could find, but she did so as no one called her back within a few hours of her call. You see, she was expecting a washing machine and as there wasn’t one (clearly stated on our website), so she persisted to call and leave voicemails and chase us. The emergency? She wanted a cleaner to visit to do some basic cleaning, bring fresh towels, and wash items for them.
A quick reminder: our properties are self catering. We provide linens, bath sheets, hand towels, welcome hampers, and an office phone number/point of contact 6 days a week. What we cannot provide is an on demand cleaning service after two nights of staying with us, especially during peak season, and we really don’t think that’s unfair of us. We don’t offer this service on any bookings less than 14 days, and that’s a fairly standard practise across the board.
So what can we take from reviews like this? Honesty and transparency. Less than perfect reviews add a layer of authenticity to a brand, and let shoppers know they’re a brand they can trust. We could say we’re saddened by this review and it’s threats to never book with us again, but in all honesty, we’re not. The guest has well and truly made her way on to our ‘no thank you’ list and we hope she one day finds an agency that isn’t as unreasonable as us.
Please note: If you really do have a very genuine emergency and need to speak to us, you are more than welcome to call us at anytime as we will always pick up the calls. But please please please make it a genuine emergency that cannot possibly wait until the morning or be emailed over.
