Managers fight back: best TripAdvisor complaint replies

Sometimes the customer isn’t always right

As a hospitality business, TripAdvisor can be your best friend or your worst enemy.

The website, which gets visitors to review their experience at bars, restaurants, hotels and visitor attractions, can make or break a business.

But what if the customer reviews aren’t fair? These managers did not stand for it.

“Overpriced” lemon tea

The complaint:

Tripadvisor complaints

The response: The manager apologised that the customer felt “ripped off” but then broke down exactly what the cost of making the lemon drink was.

“Then the government add on VAT at 20% which takes the cost of that cup of fruit infusion to between £1.60 and £2.40 irrespective of whether you had a teabag costing one and a half pence or a slice of lemon costing five pence.”

“I accept that it makes the price of a cuppa in a city centre cafe look expensive compared to the one you make at home but unfortunately that’s the cruel reality of life.”

“Tough” ribs

The complaint: The food was “practically inedible” and the customer left half the meal because the beef rib with marrow bone smoked mash was “tough”. The complaint escalated after a “very incompetent and rude waiter” turned out to be the restaurant owner. The review gave the following feedback: “Train your staff to put the customer first and not make mountains out of mole hills

“Only ask how the food is if you are going to take action and feedback - otherwise don’t bother

“Empathise with your customer who after all probably isn’t trying to cheat you - don’t argue

“With this in mind, a small gesture, bit off the bill, drink, free dessert etc. goes a long, long way”

The response:  The restaurant owner wrote 1,000 words accusing the customer of trying to get free food.

He said: “You falsely claim that half was left. Now I think someone has a little problem here telling the truth. I saw the plate, and our cctv shows that next to nothing was left, I would be more than happy to show you these images if your memory is hazy. Your parents seemed like lovely people, I’ll bet that they taught you better than that.”

Broken glass

Tripadvisor complaints

 

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