Re: Come difendere l’hotel dalle recensioni-ritorsioni? La parola agli esperti
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Salve,
ho una piccola struttura extra-alberghiera a Roma ed è da un po’ di tempo che vi leggo, cercando di fare tesoro dei consigli che ci sono negli articoli e nei commenti…
giorni fa, arriva in sede, un ospite, tramite booking.com,
che : all’arrivo non voleva pagare perchè diceva di averlo fatto in fase di prenotazione,
vi premetto che per non discutere ad ogni check in ormai EVITO di preautorizzare, (nonostante, invii tutte le volte una mail di riepilogo in cui comunico che mi riservo il diritto di preautorizzare, che nn è un pagamento e che in caso diperplessità possono contattare la loro banca);
dop 4 giorni si rende conto che forse ho ragione e si appresta a pagare chiedendomi uno sconto perchè secondo lui ci sono state delle cose che nn gli sono piaciute… per quieto vivere e forse per un review NON negativo , gli abbuono il 10%… (da sommare al 18 di booking.com).
Vi premetto che nn avendo i requisiti per preparare/servire la colazione in sede, come molti abbiamo una convenzione con uno dei migliori bar della zona…di cui cmq sul portale si fa menzione, cosi come del fatto che è all’italiana.
che nn avendo una reception fornisco (dietro cauzione di dieci euro) le chiavi
dopo 24 ore dal check out mi invia una mail in cui mi elenca le cose che nn gli sono piaciute..e che vorrei sottoporre alla vostra attenzione al fine di capire se è una nuova moda…
A)Hi Salvatore,
S)Hi Antonio
Thanks for your suggestion,
Anyway let me say what I think
A) I’d like to remind you what I didn’t like, in order you could improve further stays:
S)Thanks for your suggestion,
Anyway let me say what I think…
• ANTONIO)No identification outside, only a small hand-written name on bell;
SALVATORE)It’s very strange that you say that on the bell there is and handmade label, because there is a Plexiglas label silver colored with a blue written, I’m sure of it, because I put it there.
• A)About breakfast, it was clearly insufficient, only one croissant (or cornetto, as they use to say) and a choose between capuccino, tea, milk or expresso. This kind of breakfast could be enough for a couple of old people, definitely not for a young couple of tourists, who use to walk kilometers per day, as well as coming up and down hundreds of stairs… (about one hour later, we were hungry again!);
S) That’sRome is a GUESTHOUSE, not a Bed&breakfast, so we offer an ITALIAN STYLE BREAKFAST, that consist of a CORNETTO and an hot drink, as you read on the That’sRome page on booking.com.
• A)When we were taking our breakfast on Sunday, we noticed the cornettos were from day before; when the employe was informed about that, we were said we would have cornettos as agreed, if we wanted fresh cakes, we had to pay the difference!!!!!!
S) we talk with the owner of the bar, and they have assured us that the croissants are always fresh, especially because they bake it in that place and do not make come from outside, this has been confirmed by us
For the same reason you read in the previous answer, we offer an Italian style breakfast, if guest want to have more can pay.
• A)On that bar, we could use chairs, but only in outside; with cold, we had to eat inside, but standing on feet!
• S)You could use the chair of the bar, it was warm when you came in Rome, however they heat up the place, like every Italian restaurant do in the winter or cool summer evenings.
• A)You should use a kind of box or any other system where we could deposit our keys, as they are quite heavy to carry;
S)as you know. we have not a 24 hours reception, and no curfew, if the guest carry 3 keys can come back at the our they like to do.
• A)The idea to ask a returnable deposit for guests could be good for you, but for the guest creates an idea of lack of confidence.
S)the deposit fee for the key, will cover the cost of lost keys, is not a lack of confidence in the guest, but I can say from my experience that a guest who has spent ten euro for the keys, is a customer more careful not to lose it.
anyway you don’t pay for it
A)Besides, how could you check if everything is ok on last day of guests? You can only check it after they had departured! What about if they had damaged/broke/stolen anything, who would pay the bill?
S)In all the hotels / guest house / bed & breakfast when I was in my life no one ever came to check the room while I was leaving, because if there had been a theft or damage were charged on my credit card the cost of damage or theft, and I do the same when a visitor (very few fortunately) behaves in this way.
• A)The room we used was ok, but had no rugs, only one on toilette, we had to put bared feet on stone;
S)Walking barefoot on the floor is a guest choice, we do not oblige our guests to leave the slippers at home.
A)I’m saying this to you on a private way, AT THE MOMENT I guess it was better if I put it as negative feedback on Booking.
Regards,
António