Hotel sacks manager for slamming negative reviewers on TripAdvisor
A Scottish hotel has found itself in the limelight after its manager continually turned guests who left damning reviews of the property on TripAdvisor.
The Georgian House Hotel in Glasgow, which has a three out of five rating on the user review site and bills itself as a “cheap hotel in a 5 star location”, received the following review from an apparent guest four weeks ago:
Although TripAdvisor strongly encourages hotels to respond to reviews constructively and put measures in place to ensure bad experiences to do not occur again, the then-manager replied to the guest with the “get real” comment pictured at the top of this story.
This, it turns out is not the first time the the manager has reacted sharply to criticism on TripAdvisor, with previous responses ranging from “what do you expect for so little cash” and “if you want a good breakfast go to the hilton and pay £100.00 a night. You pay little you get little”.
The perhaps unconventional approach to management responses, continues with one found by the Mirror:
“Thanks for your money, sucker. Long may the idiot line continue.”
Or, still on the site:
“With only one person to look after the place what do you expect. Think about what you paid.”
“Put simply this complaint boils down to a disgusting old shaving brush that was left next to the bin. Our natural assumption was it was in such an embarrassing state that surly it was destined for the bin(and was in fact lying next to it).#
“There was no hot water because the boiler had broken and they were offered alternative alternative showering and washing facilities but declined and left without washing. I did not continue the telephone conversation because the male guest was abusive.
“Nil points for civility and hygiene on the guests part. We also have a new a new boiler.”
Nevertheless, after the most recent series of spiky responses to negative reviews, Georgian House Hotel’s owner (who lives overseas) has had enough.
A call to the hotel this week confirmed that the previous manager was sacked and a new one has now been put in place.
Currently the property is listed as 20th out of 38 bed and breakfast/inns in Glasgow, with 94 reviews on TripAdvisor (26 rate it excellent, 19 terrible).
Kevin May is a senior editor and one of the co-founders at Tnooz. He was previously editor of UK-based magazine Travolution and web editor of Media Week UK from 2003 to 2005.
He has worked in regional newspapers (Essex Enquirer) and started his career in journalism at the Police Gazette at New Scotland Yard in London. He has a degree in criminology, a postgraduate diploma in magazine journalism and will be publishing his first book - a biography about electronic band, Depeche Mode - soon.