How do I respond to a review when a person declined a credit offer?
Question: How do I respond to this comment this person received a written apology and refused a credit at our park they had seen old photos of our park on a web site that should not have had photos on it and the facilities were unavailable due to weather delays on our upgrades.
Review: Absolutely worst experience we have had in all our travels over this wonderful country of ours. After detailing our concerns to the park we were sent a letter detailing the following. Quote 1. “On arrival many people have not been happy about the lack of these facilities and have received a refund.” Quote 2. “The mouse situation is one we have never encountered before………Gecko poo……the situation was handled very badly.” Quote 3. “You are understandably very upset about this and again I apologies, for your experience and the rude and inappropriate response of one staff member.” Firstly we were not told of facilities being unavailable until after we had paid. We were then told to put a refund request in writing and the board would decide if we got one. Excuse me for not having much faith in a refund being forthcoming. Secondly I think the furry little creature we left in the trap would be proven by DNA testing to not be a gecko. And thirdly I think a “situation handled very badly” and “a rude and inappropriate response” would be better followed up than with an “I apologies.” NEVER NEVER AGAIN. I have never had any cause to complain anywhere we have stayed before. Show less
Hi Amanda,
First of all thank you for posting your comment as I am sure there are many other people who have experienced similar situations. Before starting to respond to this review you do need to take some time out before writing your response, it often helps to allow you to look at the situation objectively and not in an emotional manner.
When you are ready to start your response you will need to start by finding out which comments are actual fact and any that can be disputed (in a friendly fact based manner).
For the items that are truthful a clear apology and acceptance of the fact is the best way to deal with it, it is much better to be known as someone that apologises for mistakes or issues than someone who denies them. For any items that can be disputed, clarified or put in context you will need to answer them item by item, explaining the situation, what was offered and options that are still available to them (refund wise etc).
It is very important that you ensure the quotes that have been provided are in context as this will say a lot about how the business deals with private matters vs matters that have been brought to the public’s attention.
Take some time to read the information provided to Linda (the same really applies to all reviews) and let me know if you have any further questions. If you would like you can send through a drafted up copy of your response through to mel@untanglemyweb.com and I will review it for you to make sure you are on the right track.
Regards
Mel
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