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Reviews: the unfortunate happy/sad theorem!

29/10/2014

Tripadvisor, Booking.com, Holidayscheck, etc. : the happy/sad theorem image It’s not always sunny on the beach!

Dear friends,


In a few words, let me share a sad lesson, that we have learned the hard way on the job:

 

Our extremely rare unhappy guests always find the time to post bad reviews.

On the contrary, the overwhelming majority of happy guests go back to their happy life, and usually forget about writing a review.

As too often in life, when it comes to guests reviews and online reputation, “bad” talks a lot louder than “good”.

 

Let me develop:

We have very few disappointed  guests. Except for exceptional cases of pure bad luck and ill-fated circumstances, bad experiences are due to the fact that guests have misunderstood the kind of experience we offer.

For instance, recently, an Indian guest has complained about seeing a small lizard on the outside wall of his cottage (these “pali” are harmless little friends doing a great job at praying on annoying insects, including mosquitoes). This guest had probably no idea of what is an eco-resort when he booked with us. If a lizard is enough to ruin his holidays, he shouldn’t ever again book a room in an eco-resort.

He made sure to share his disappointment online…

Worse scenario: A couple from Poland reached our resort under the heavy rain of a late monsoon. They had booked a non-AC thatched roof cottage. The wife complained notably about asthma and allergies. The humidity level in monsoon is extremely high and only the use of AC succeeds to dry up the air. However, the couple refused our free upgrade offer to a freshly renovated top category AC cottage. They did not even agree to see the room, made a scandal, refused to pay their bill and tried to blackmail us with writing bad reviews… We were helpless facing their anger, did our best in vain…

Back home, still ruminating their anger, both husband AND wife posted the most possible damaging reviews.

Following this saddening and so discouraging experience, my wife has lost sleep for a week.

We are extremely grateful when happy guests take the time to post a positive review, we would never expect them to post as many excellent reviews as possible…

Once in a while, also, in a way that is still quite a mystery for me, some guests with the strangest conception of holidays, just seem to enjoy complaining…

They never miss an opportunity to post their complains online.

This might sound like we have plenty of bad reviews. It is not the case, we have very few of them, but each one hurts. And the recent two examples I have cited have been particularly painful.

But the sun is back on Cherai Beach, today we are full and everyone is happy. The positive feedbacks make your worries vanish.

However, the “happy/sad reviews” theorem is still lurking in the dark…

YOU can level the game.

If you have been happy with us, or anywhere else actually, please share it online, help the good make some noise, because the bad is always loud.

Just click on this image:

 

Tripadvisor Help!
Big thanks in advance,

Benjamin

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From → Hospitality, Story

One Comment
  1. Lizards? No A/C? That sounds like my kind of place. Those unhappy folks probably make a practice of complaining wherever they go. Thank you for reminding me to post positive reviews.

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