Choosing a hotel or restaurant can be difficult sometimes, we all want a pleasant, interesting and comfortable experience. Sites like TripAdvisor and Yelp have become essential to consumers while browsing for the best match, so much so, that a single bad review can make all the difference to their eventual decision. (Facebook cover image: Jamie J. Hagen)
Image credits: The Roxbury
Is this fair to businesses? Not really, especially when some reviews can come from petty revenge, spite, or just plain trolling. While it’s true, online reviews have made businesses raise their games to keep their customers happy, people’s reputations, their lives even, can be ruined by a single malicious rating based on spurious grounds.
Take this review of The Roxbury for example. The hotel resort, located in upstate New York, is famous for its outrageously cool and creative room designs, wowing guests with a selection of unique and whimsically-themed lodgings to choose from. The Tripadvisor ratings are overwhelmingly positive, which 650 five-star reviews compared to just a single one-star critique.
Helpfully, the one-star review has a thorough and well-written response by the owners of The Roxbury, giving their own perspective on this particular experience. The thinly-veiled suggestions of racism could’ve proven incredibly damaging to the owners personally and professionally, however, it becomes clear that the ‘skin color’ references were well off the mark – there was much more to it than blind prejudice.
The response sheds an entirely different light on the incident and is a fine example of how to deal with an unjustified bad review. What do you think? Do you place a great deal of trust in customer reviews of things like hotels and restaurants? Was this the correct way to respond? Let us know your opinion in the comments!
Here are some reactions to the well-written response
It's kind of terrifying how many people have a huge problem with being told "No". In everyday situations. No wonder so many people become victims of rape. Hats off to the owner if I were ever near I'd consider going to this hotel just based on this response.
It happens all the time. Ever lived in an apartment building? There’s always a group of jerks (and I include the grannies) who think that they’re the center of the universe and get extremely aggressive when they find out they aren’t. ...///... I’m guessing the hotel had to comp several rooms because these idiots destroyed people’s stay as well.
Load More Replies...I've stayed at the Roxbury multiple times, including on my wedding night. It's a super fun place and the owners are so nice! One of them came by the room personally with a bottle of champagne for us! People come here for for a quiet weekend upstate, usually escaping NYC. No one wants that kind of noise. The rooms are works of art! One of the owners did stage design for Broadway and they've put that level of detail into each room. It's worth a visit!
It's nice to hear from someone who stayed at this place :) your reaction gels so well with the managers it is clear to see this group was way out of line. Roxbury is on my bucket list for when I finally make a trip to usa
Load More Replies...OMG I have been to this Motel a few years ago, check them out they have amazing themed rooms, we certainly had no problem then and hope to go back one day. They are in upstate NY
I'm a big believer in CONTRACTS! In this situation -- "So there are no misunderstandings" -- hand-write a simple agreement and have the people sign it. 1. No more than 20 people attending. 2. Party ends at 8pm. 3. Guest is responsible for behavior of guests and damages to property. 4. Limiting or prohibiting liquor, as this property is not licensed for events. 5. Agreed upon cleaning arrangements, deposit and fees. As a safeguard against similar future mishaps, draw up a list of rules regarding use of common areas and limiting occupancy of suites. This gives the operator legal recourse to pull the plug on the party, and then call the police.
I'm not sure where you are located, but I would definitely stay in your hotel if I am ever in your neck of the woods!
It says in the article they are in upstate NY. It's not that difficult to type 'The Roxbury Upstate New York' into Google. Or click on the links in the article.
Load More Replies...Why are some people so racially motivated? Every thing has to be about skin colour and nothing to do with they were behaving themselves. I'm glad that the hotel responded in the way that they did, they didn't even clapback.
I agree. Why did they feel the need, twice, to bring up 'skin tones'? Bad behavior is bad behavior and should be punished no matter what 'skin tone' you have
Load More Replies...as gracious as it was for the hotel staff to allow it to happen, I really hope that they comped rooms that is she'd noise complaints and charged it to lose other guests. As someone that has worked in hospitality for 15 years myself, I agree with a lot of what they did, but I also disagree with allowing it to go on as long as it did. Either you compensate the guests that are put out or you put a stop to it. They didn't buy food or alcohol from you they brought their own. That right there could be a potential liability issue. So in reality by them not buying food or alcohol from you and not by paying the going rate To book at a meeting room, in reality, what revenue did you even make from this? Considering you probably had to deal with other guests as well and adjust their accommodation charges.
I run a restaurant at a mid size hotel and have to deal with this weekly. It is not easy to balance what the guests wants and what will negativity effect other guests. We are all in the business to provide lasting positive memories and some guests are blind to anyone else but themselves. The worst are weddings where bride/groom already are stating that this is there day. I 100% agree but again a wedding party of 20 does not trump 80 other guests that have their own special occasion. Thanks DM from WW
The best policy is to be known as the place where people can go for a quiet, relaxing stay and know that the owners will immediately remove any guest who is disruptive, allows their children to run wild, scream and cry or becomes belligerent. I'd pay a premium to know that our quiet weekend away was protected by the owner instead of the owner accommodating jerks.
Load More Replies...As one of the non-party guests, I would definitely have spoken to hotel management. When I could see that Management were reluctant to contact police, I would ask pointed questions of management, to see if any of the guests were potentially breaking laws. I would call the police myself and identify myself as a guest. I would ask that police investigate law violations. By the guest's own description of the gathering, I would be concerned with underage drinking and public intoxication, to say the least. Also, what moron does not know that you may NOT bring food for a crowd into an establishment without prior approval?!
I don't think they didn't know they couldn't have a party without prior arrangements. People like that are usually cheapskates that don't want to pay for a venue and they rely on owners being too nice, like the one in this case.
Load More Replies...I would love to see this person/group's response to this after pointing out all the flaws in that review
The manager was very tolerant of the situation. I would documented everything with video, called the police, kicked all of them out and refused to refund their money. The review of the place was probably not as damaging as the experience of the other hotel guests that had their weekend ruined by a bunch of selfish brats....
I could never work in that industry because people are truly awful and selfish. I hope they saw the owner's response and had at least a few brain cells left to be ashamed of themselves.
Not just the hotel industry...any service industry. I worked at a dog groomers and people would get nasty and rude. They'd act shocked about pricing, even though our prices were displayed. (No ma'am, your 55 lb pit does not qualify as a small dog.) The dog owner that's so surprised their pup is the last one in the shop. (You dropped it off when we opened, it's now 30 minutes past closing.) Or the cut isn't to their liking (You asked for a puppy cut, there's no such thing. That's why we asked you to be more specific.) Then there's the arrogant ones that think they should be able to drop their dog off without an appointment and come back a couple of hours later to pick up their baby. (Sorry sir. We told you we were fully booked and your dog would be attended to when the other dogs that had appointments were done.) And now you know why I USED to work for a dog groom shop.
Load More Replies...Wow! That is the most polite, non-insulting "here's what REALLY happened" letter I have ever seen! I have never met the owner, and I know nothing about him/her, but I would totally trust the owner! It sounds like a nice place. If I'm ever in that area, I will definitely check them out.
This is a pretty good example of many of the things that are wrong in society today, this is a perfect example of bullying. The group tried to bully the manager and the hotel staff into allowing them to do what they wanted without any regard for anyone else, when they weren't allowed to do it, they exact revenge by leaving a crappy review, totally believing that they are entitled to do so. I've worked in the hospitality industry, two warnings and you're done, unless what you are doing is in violation of the property rules or the law, then it's no warning!
One apology at the start was more than enough and they should have gave them both barrells after trying to play the race card...... If you're protecting guests then don't bend over backwards for the people upsetting them, once the old battleaxe started being sarky to the staff I'd have taken the opportunity and kicked them out. Adios.
Too nice of a response. . . the customer "won" the battle. They should have been asked to leave when the party moved to the Bride suite. The party put the resort at risk because of the fire code, end of story. . . police should have been called.
I want to say something meaningful. All I can say though is "wonderful response". You have gone above and beyond and if anyone is put off by that review you probably don't want their custom anyway.
I hate how businesses are always expected to apologize for everything. They should be able to tell rude guests to just f**k off.
Back in the day they could. But I like how the owners are quick to respond. But I get sick of people leaving false reviews claiming a business is prejudice when, in fact, they were behaving badly and got called out on it. I lived in an all black neighborhood. Weekend after weekend, these loud drunken parties would escalate into fist fights and gun shots. I overheard one idiot telling the all white cops "I get it...this is just a black thing" to which the cop responded "It's actually a noise thing and an assault thing."
Load More Replies...The owner needed to grow some balls and call the cops just as soon it was obvious these losers were running the show. This nonsense clearly disturbed other guests. Put a stop to that s**t, don't continue to enable it.
To be honest, the owner's response does not make me want to visit this hotel. I would have called the police. I suppose since the rude guests booked half the hotel they didn't want to upset them, in case they wanted compensation. But they allowed these people to bother all of their other guests, including letting them have a party on the deck next to rooms that were not booked by them! I feel sorry for all the guests who had their weekend ruined.
Actually, they told the hotel that they were going to have the party at a different venue - they lied so that they wouldn’t have to pay extra for the party space. Hotel management didn’t “allow” anything. They did everything they could to stop the nonsense and probably comped rooms to the other guests as compensation. ...///... I would have called the police, but since this was a rural area, I doubt they would have showed up in time to make a difference.
Load More Replies...It's kind of terrifying how many people have a huge problem with being told "No". In everyday situations. No wonder so many people become victims of rape. Hats off to the owner if I were ever near I'd consider going to this hotel just based on this response.
It happens all the time. Ever lived in an apartment building? There’s always a group of jerks (and I include the grannies) who think that they’re the center of the universe and get extremely aggressive when they find out they aren’t. ...///... I’m guessing the hotel had to comp several rooms because these idiots destroyed people’s stay as well.
Load More Replies...I've stayed at the Roxbury multiple times, including on my wedding night. It's a super fun place and the owners are so nice! One of them came by the room personally with a bottle of champagne for us! People come here for for a quiet weekend upstate, usually escaping NYC. No one wants that kind of noise. The rooms are works of art! One of the owners did stage design for Broadway and they've put that level of detail into each room. It's worth a visit!
It's nice to hear from someone who stayed at this place :) your reaction gels so well with the managers it is clear to see this group was way out of line. Roxbury is on my bucket list for when I finally make a trip to usa
Load More Replies...OMG I have been to this Motel a few years ago, check them out they have amazing themed rooms, we certainly had no problem then and hope to go back one day. They are in upstate NY
I'm a big believer in CONTRACTS! In this situation -- "So there are no misunderstandings" -- hand-write a simple agreement and have the people sign it. 1. No more than 20 people attending. 2. Party ends at 8pm. 3. Guest is responsible for behavior of guests and damages to property. 4. Limiting or prohibiting liquor, as this property is not licensed for events. 5. Agreed upon cleaning arrangements, deposit and fees. As a safeguard against similar future mishaps, draw up a list of rules regarding use of common areas and limiting occupancy of suites. This gives the operator legal recourse to pull the plug on the party, and then call the police.
I'm not sure where you are located, but I would definitely stay in your hotel if I am ever in your neck of the woods!
It says in the article they are in upstate NY. It's not that difficult to type 'The Roxbury Upstate New York' into Google. Or click on the links in the article.
Load More Replies...Why are some people so racially motivated? Every thing has to be about skin colour and nothing to do with they were behaving themselves. I'm glad that the hotel responded in the way that they did, they didn't even clapback.
I agree. Why did they feel the need, twice, to bring up 'skin tones'? Bad behavior is bad behavior and should be punished no matter what 'skin tone' you have
Load More Replies...as gracious as it was for the hotel staff to allow it to happen, I really hope that they comped rooms that is she'd noise complaints and charged it to lose other guests. As someone that has worked in hospitality for 15 years myself, I agree with a lot of what they did, but I also disagree with allowing it to go on as long as it did. Either you compensate the guests that are put out or you put a stop to it. They didn't buy food or alcohol from you they brought their own. That right there could be a potential liability issue. So in reality by them not buying food or alcohol from you and not by paying the going rate To book at a meeting room, in reality, what revenue did you even make from this? Considering you probably had to deal with other guests as well and adjust their accommodation charges.
I run a restaurant at a mid size hotel and have to deal with this weekly. It is not easy to balance what the guests wants and what will negativity effect other guests. We are all in the business to provide lasting positive memories and some guests are blind to anyone else but themselves. The worst are weddings where bride/groom already are stating that this is there day. I 100% agree but again a wedding party of 20 does not trump 80 other guests that have their own special occasion. Thanks DM from WW
The best policy is to be known as the place where people can go for a quiet, relaxing stay and know that the owners will immediately remove any guest who is disruptive, allows their children to run wild, scream and cry or becomes belligerent. I'd pay a premium to know that our quiet weekend away was protected by the owner instead of the owner accommodating jerks.
Load More Replies...As one of the non-party guests, I would definitely have spoken to hotel management. When I could see that Management were reluctant to contact police, I would ask pointed questions of management, to see if any of the guests were potentially breaking laws. I would call the police myself and identify myself as a guest. I would ask that police investigate law violations. By the guest's own description of the gathering, I would be concerned with underage drinking and public intoxication, to say the least. Also, what moron does not know that you may NOT bring food for a crowd into an establishment without prior approval?!
I don't think they didn't know they couldn't have a party without prior arrangements. People like that are usually cheapskates that don't want to pay for a venue and they rely on owners being too nice, like the one in this case.
Load More Replies...I would love to see this person/group's response to this after pointing out all the flaws in that review
The manager was very tolerant of the situation. I would documented everything with video, called the police, kicked all of them out and refused to refund their money. The review of the place was probably not as damaging as the experience of the other hotel guests that had their weekend ruined by a bunch of selfish brats....
I could never work in that industry because people are truly awful and selfish. I hope they saw the owner's response and had at least a few brain cells left to be ashamed of themselves.
Not just the hotel industry...any service industry. I worked at a dog groomers and people would get nasty and rude. They'd act shocked about pricing, even though our prices were displayed. (No ma'am, your 55 lb pit does not qualify as a small dog.) The dog owner that's so surprised their pup is the last one in the shop. (You dropped it off when we opened, it's now 30 minutes past closing.) Or the cut isn't to their liking (You asked for a puppy cut, there's no such thing. That's why we asked you to be more specific.) Then there's the arrogant ones that think they should be able to drop their dog off without an appointment and come back a couple of hours later to pick up their baby. (Sorry sir. We told you we were fully booked and your dog would be attended to when the other dogs that had appointments were done.) And now you know why I USED to work for a dog groom shop.
Load More Replies...Wow! That is the most polite, non-insulting "here's what REALLY happened" letter I have ever seen! I have never met the owner, and I know nothing about him/her, but I would totally trust the owner! It sounds like a nice place. If I'm ever in that area, I will definitely check them out.
This is a pretty good example of many of the things that are wrong in society today, this is a perfect example of bullying. The group tried to bully the manager and the hotel staff into allowing them to do what they wanted without any regard for anyone else, when they weren't allowed to do it, they exact revenge by leaving a crappy review, totally believing that they are entitled to do so. I've worked in the hospitality industry, two warnings and you're done, unless what you are doing is in violation of the property rules or the law, then it's no warning!
One apology at the start was more than enough and they should have gave them both barrells after trying to play the race card...... If you're protecting guests then don't bend over backwards for the people upsetting them, once the old battleaxe started being sarky to the staff I'd have taken the opportunity and kicked them out. Adios.
Too nice of a response. . . the customer "won" the battle. They should have been asked to leave when the party moved to the Bride suite. The party put the resort at risk because of the fire code, end of story. . . police should have been called.
I want to say something meaningful. All I can say though is "wonderful response". You have gone above and beyond and if anyone is put off by that review you probably don't want their custom anyway.
I hate how businesses are always expected to apologize for everything. They should be able to tell rude guests to just f**k off.
Back in the day they could. But I like how the owners are quick to respond. But I get sick of people leaving false reviews claiming a business is prejudice when, in fact, they were behaving badly and got called out on it. I lived in an all black neighborhood. Weekend after weekend, these loud drunken parties would escalate into fist fights and gun shots. I overheard one idiot telling the all white cops "I get it...this is just a black thing" to which the cop responded "It's actually a noise thing and an assault thing."
Load More Replies...The owner needed to grow some balls and call the cops just as soon it was obvious these losers were running the show. This nonsense clearly disturbed other guests. Put a stop to that s**t, don't continue to enable it.
To be honest, the owner's response does not make me want to visit this hotel. I would have called the police. I suppose since the rude guests booked half the hotel they didn't want to upset them, in case they wanted compensation. But they allowed these people to bother all of their other guests, including letting them have a party on the deck next to rooms that were not booked by them! I feel sorry for all the guests who had their weekend ruined.
Actually, they told the hotel that they were going to have the party at a different venue - they lied so that they wouldn’t have to pay extra for the party space. Hotel management didn’t “allow” anything. They did everything they could to stop the nonsense and probably comped rooms to the other guests as compensation. ...///... I would have called the police, but since this was a rural area, I doubt they would have showed up in time to make a difference.
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