Negative customer reviews can be wildly inaccurate
As every hotelier knows, negative customer reviews on TripAdvisor can be wildly inaccurate. Outraged by one review portraying a stay as “a nightmare from beginning to end”, the owner of the Crags Hotel in Callander, Scotland, dared to hit back.
The review read: “Very poorly managed extremely disappointed: Was a nightmare from very beginning as they double booked our room and continually lied to us about the booking. Our friends came all the way from England and were very disappointed as their booking was wrong also… will stay clear of this hotel.”
Hotel owner Alex Scrivenor says he welcomes constructive criticism, but this was a step too far. His passionate response went viral.
“From henceforth I will remember Valentine’s as the miserable day that I had the misfortune to meet you, your husband and your friends from England! And the 16th Feb will now be called ‘Hatchet Sunday’ in memory of the review you left us.
“Do you not think that there are one or two teeny weeny details that you omitted from your review… did you fail to recall ‘twixt the instance of your arrival and that of your department that you and your husband went on a criminal rampage through the streets of Callander the like of which we have no seen since William Wallace had a ‘city break’ in Carlisle! (However to your credit you did refrain from rape, for which the menfolk of Callander thank you).
“One star our of five for value? May I courteously remind you, that you didn’t actually pay a single, tiny penny! Despite having sat in our restaurant, gorging yourself on wild boar and pinot grigio at my expense! £400 of my money which I will never retrieve… pursuing you for recompense through the small claims courts would be as fruitful as pursuing a turd down the toilet.
“I understand that you were angry with me … to arrive at a hotel and be told that you can’t have the room you booked is frustrating! I get that! That is why I gave you a free bottle of wine … and £15 off the room … and a free night’s stay! […] I was contemplating also throwing in a wee hug for you both … but I felt there might be health consequences!).
Mr Scrivenor said the guests were escorted out of his hotel by police who arrested the reviewer’s husband. Police confirmed that officers had been called to the hotel and that a wall in the hotel had been damaged.
[photo courtesy www.incallander.co.uk]