Shocking method one hotel is using to stop bad reviews

Delapidated Hotel

Delapidated Hotel by Justine Sanderson

A hotel in the UK actually charged a couple £100 on their credit card for leaving a bad review after their stay and apparently it’s in the very fine print of the accommodation agreement.

  • “Rotten stinking hovel” hotel charges couple £100 for bad Trip Advisor review

A UK hotel has come up with a way to fend off all the thumbs-down that are clotting up its online reviews: rather than upping the thread count on their sheets or, say, introducing a vacuum cleaner to the dining room a bit more frequently, they’re promising to charge customers £100 for bad reviews.

The hotel – Broadway Hotel, Blackpool – must be raking it in, given that out of 255 reviews on TripAdvisor, 146 of them rate the place as bottom-of-the-barrel “terrible”.

One of the hotel’s bad reviews comes from Tony and Jan Jenkinson.

The Whitehaven couple spent one night in the hotel where, other reviewers say, the cutlery is “filthy”, the breakfast “disgusting”, the beds are on a “strange slant”, and the bathroom door doesn’t always shut when you’re on the loo.

It is understandable when hotels are concerned about the legitimacy of some of the reviews left on sites such as TripAdvisor and Yelp. This has been a controversial subject for many years. When one reads reviews on such websites, it is often very confusing because one person raves about the place while the next detests it. The thing in this case though, is that the only way for this hotel to charge for the bad review is to add the charge to the credit card that the guest used to pay for their stay. Obviously then, the review was left by a real guest with the right to express their opinion.

This hotel has a bucket load of negative reviews so perhaps they are feeling desperate, but surely this strategy isn’t going to do anything positive for their public relations. Perhaps they should consider responding to the negative reviews, like many other businesses do. At least that shows they are paying attention, and gives the impression that they at least care.

At the end of the day when it comes to reviews of almost anything; hotels, restaurants or what have you, one should consider both the quantity of reviews (it’s hard be sure only two or three reviews are from unbiased sources) and the overall rating. I tend to disregard reviews that paint too rosy a picture as well as those that can’t find anything positive to say. One should also consider that any business can have a bad day when several staff phone in sick and the remaining staff are overwhelmed and stressed.

One thing you might want to be more diligent about after reading the above story is to read that fine print. It may save you from some surprising extra charges that some hotels are charging their guests as well.


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Updated: October 25, 2016 — 10:45 pm

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