What do you do if your customers don’t like your business and complain? Do you listen, respond, apologise, sort the problem? Or do you fine them? A hotel in Blackpool has apparently fined a couple £100 who gave them a bad review on Trip Advisor!
Tony and Jan Jenkinson posted their review after a one-night stay left them distinctly unimpressed, observing that the hot tap didn’t work, drawers fell off, the wallpaper was peeling off the walls and the carpet was stained.
Their review said that The Broadway Hotel was a “filthy, dirty, rotten, stinking hovel run by muppets”
Here it is in full…..
They then received a £100 fine in addition to the £36 they had paid for the double room. Apparently, it was ‘in the small print’ of their booking form, and it was taken from the credit card they had used to pay the original booking!
Looking at Trip Advisor, it’s quite clear that they are not the only ones to be unhappy – although, on the positive for the hotel there does look to be quite a lot of £100’s worth of complaints!
Latest news….. After investigations by Industry Standards they have now got rid of the ‘small print’. However, I can’t help thinking that it’s a bit too late – there’s already lots of coverage in newspapers, TV and social media.
3D Businesses ‘Deal with Disappointment’ – here’s how they do it. These guys appear not to have read our book!
