What to do about false bad tripadvisor review

[simon12]

Looking at the reviewer's other posts, he likes to complain a lot

Yes his conversations frequently focused on how he has been wronged by someone.

 

[simon12]

I would add some photos to the page to show your clearly displayed prices and to show that it is not somebody's pokey front room like he is describing, from what I can see on google maps it is a double shop front on the high street and is hardly small at all

Will get onto that now
Cheers

 

[kelper]

No, don't post that as it comes across as too defensive. Why should you offer him a refund?. I don't think anyone on TripAdvisor will be influenced by one, poor review. I think you either write something like suggested a few posts back or just 'take it on the chin' and move on. Every establishment gets the odd bad review but 4 out of 5 reviews are highly favourable - 80%.

Some places have so many glowing reviews you suspect that every friend and family member has written one. I wish I were closer or I would come and visit. Can some of your regulars be asked to post a review?

I'm just wondering if you shouldn't post that review in your micropub to encourage customers to come to your defence?

 

[GotOneBrewin]

Offer the c*** nothing

 

[GotOneBrewin]

I don't think there is a positive way to respond to a nob like this without coming across as petty or a smart arse. He's just a nob who is not happy with paying £5 for a can, some 330ml IPA are expensive in the supermarket so I don't buy them. Just be happy he is drinking somewhere else.

 

[strange-steve]

I think kelper is right, your response seems a tad defensive. How about something like this edited version:

Hello and thank you for pointing out our great range of local cask ales. We're sorry you feel we have done you wrong regarding pricing, this is an issue that we take seriously. All our prices are clearly marked on blackboards around the walls, but if you would like to discuss your issue further we would be happy to do so with you in person.

Regarding the taps, we are very rigorous with our cleaning and sanitation procedures, they are soaked in line cleaner after every use and we serve with gravity straight from the cask so there are no lines to clean. We're sorry that you had a bad experience, as a small business we take customer satisfaction very seriously, and so once again we would be very happy to discuss this further in person.

 

[Clint]

Ditto...but add ..."you t#@t!"

 

[Leon103]

And mention his friend still calls in so couldn't be upset about being 'robbed.

 

[xozzx]

Totally agree about not being defensive and abusive in the reply. There is a local pizza, pasta place near where I live and the replies to some of the bad reviews are shocking! It put me off ever wanting to go back there - it also is overpriced and not worth the price

https://www.tripadvisor.co.uk/Resta...staurant-Banchory_Aberdeenshire_Scotland.html

Take a look at the 1 and 2 star reviews and read the owners replies, the best is "I will like to apologies for not taking the time to help you with the calculations on the total while you were looking at the menu with the prices, as I usually recognise disabilities and always offer my help!" - the review didnt even mention disabilities!

 

[simon12]

Ditto...but add ..."you t#@t!"

I had to try really hard to use any words that aren't 4 letter ones

 

[simon12]

I think kelper is right, your response seems a tad defensive. How about something like this edited version:

Hello and thank you for pointing out our great range of local cask ales. We're sorry you feel we have done you wrong regarding pricing, this is an issue that we take seriously. All our prices are clearly marked on blackboards around the walls, but if you would like to discuss your issue further we would be happy to do so with you in person.

Regarding the taps, we are very rigorous with our cleaning and sanitation procedures, they are soaked in line cleaner after every use and we serve with gravity straight from the cask so there are no lines to clean. We're sorry that you had a bad experience, as a small business we take customer satisfaction very seriously, and so once again we would be very happy to discuss this further in person.

Cheers for the input but I want to make in very clear its a lie that I routinely over charge anyone. Thanks again to all but at the moment I feel I should stick with my draught response as is but will ask my staffs opinion in the next hour ish unless a load of customers turn up.

 

[Chippy_Tea]

I think that will work (with a small edit to the first part for clarity) i would leave the last part (in bold text below) out as you already mentioned he was drinking from cans -

I also agree that you should not offer him drinks for free so i have removed that part.


Thank you for pointing out our great range of local cask ales. You came in to question why three cans and one pack of nuts cost £15 the week before, I explained that one can cost £4 and the other two were £5 each, the nuts were £1, you then questioned why a 330ml can cost £5 and I explained how a double IPA has about double the ingredients and alcohol duty of a standard beer, I take the accusation I have ever intentionally overcharged anyone personally as it has no basis in reality, all my prices are clearly marked on blackboards around the walls and my till buttons show the same prices. I suggest in future when you buy someone else a drink you check how much it is first. As for the taps they are soaked in line cleaner after every use and I serve with gravity straight from the cask so there are no lines to clean.
but since you only drink cans of larger you would not know anyway.

 

[Leon103]

Lager.
.

 

[simon12]

I think that will work (with a small edit to the first part for clarity) i would leave the last part (in bold text below) out as you already mentioned he was drinking from cans -

I also agree that you should not offer him drinks for free so i have removed that part.


Thank you for pointing out our great range of local cask ales. You came in to question why three cans and one pack of nuts cost £15 the week before, I explained that one can cost £4 and the other two were £5 each, the nuts were £1, you then questioned why a 330ml can cost £5 and I explained how a double IPA has about double the ingredients and alcohol duty of a standard beer, I take the accusation I have ever intentionally overcharged anyone personally as it has no basis in reality, all my prices are clearly marked on blackboards around the walls and my till buttons show the same prices. I suggest in future when you buy someone else a drink you check how much it is first. As for the taps they are soaked in line cleaner after every use and I serve with gravity straight from the cask so there are no lines to clean.
but since you only drink cans of larger you would not know anyway.

Cheers I think I will take your advice on the middle and last points but have had a few beers now so will decide tomorrow to avoid 4 letter words creeping in.

 

[Brew_DD2]

Lager.
.

I know it shouldn't bother me, but every time I see "larger", a small part of me dies.

Going back to the thread. Some people are just ***** with a sense of entitlement. Obviously doesn't understand the value of good beer either.

 

[GotOneBrewin]

Simon, Please don't reply in any way to this arse. All you are going to do is poke the village idiot with a stick.

The very nature of your business is that your customers are mostly walking into town for a pint and they will make their own minds up, it's not like you're a big food pub out of town. Who the hell checks trip advisor before going to their local?

If I was stopping in Edenbridge for a night I would look at TA to see what is about and completely ignore your one bad review.

You don't have any case to answer, so don't answer it. I understand you have taken this personally but it is clear to any Trip Advisor user the man is an arse. If you respond in any way you might get a flood of more bogus **** reviews from him and his inbred brethren.

Just keep doing what you are doing and I am pretty sure there are plenty more 5* reviews coming your way

DON'T FEED THE TROLLS

 

[Hoppyland]

"So what do you think?"
Nope, just keep it very short & simple, along the lines Chippy suggests at maximum.
The good reviews will easily outnumber the bad if you're offering a good product and a good experience. Let your satisfied customers do the talking for you. Don't get dragged into a "war", and don't go into details - it just makes it look as though you've something to hide.

 

[GotOneBrewin]

DONT FEED THE TROLLS

 

[Dexter101]

I think best course of action is polite, non specific and thinking about the potential future customers. Not some idiot.

I would also suggest the free beer would be better used getting some of your regulars to leave positive reviews, maybe asking them to mention how clean the place is, how fresh the beer is, how reasonably priced it is for the quality of beer.

Most people I know on Trip Advisor will look at the really good ones and then the really bad ones and then balance them out.

To be honest, I think any review of a pub that expects the pub to serve food can be ignored from the get go. Pubs don't have to serve food, they only do so (in most cases badly...) because the lifestyles of people nowadays minimise opportunities to survive just selling beer.

Put it out of your mind, learn from whats happened and if Steve comes in again, make sure you use up your old stock.

 

[Chippy_Tea]

Cheers I think I will take your advice on the middle and last points but have had a few beers now so will decide tomorrow to avoid 4 letter words creeping in.

Another small edit as i noticed the blackboards were mentioned twice in the original (i have also edited those)

Thank you for pointing out our great range of local cask ales. You came in to question why three cans and one pack of nuts cost £15 I explained that one can cost £4 and the other two were £5 each and the nuts were £1, you then questioned why a 330ml can cost £5 and I explained how a double IPA has approximately double the ingredients and alcohol duty of a standard beer, I take the accusation I have ever intentionally overcharged anyone personally as this is simply not true all my prices are clearly marked on blackboards around the walls and my till buttons show the same prices. I suggest in future when you buy a round of drinks you calculate the total price before paying as out staff would have been happy to rectify a genuine mistake had you pointed it out.
As for the taps they are soaked in line cleaner after every use and I serve with gravity straight from the cask so there are no lines to clean.