Hotel staff call reviews ‘unfair’; blames guests

Hotel staff have been reviewing guests who left negative feedback on travel site TripAdvisor which they reportedly claim is unfair.

According to Daily Mail Australia, Paradise Resort and neighbouring Centrepoint Resort in Gold Coast, Queensland, have both lashed back at one-star reviews by pointing out the bad behaviour of the customers.

Managers have been reportedly responding to online reviews in a bid to defend the hotels from misinformation, even accusing the guests of illegal activity.

‘If you want a bad experience come here you will surely get that for your money,’ one scorned guest at Paradise Resort wrote.

‘I called police on them they damaged my car pushing it into the wall. They told me he don’t [sic] get paid enough for this stuff but used a swear word he used in front of my children. That was the general manager,’ the guest, travelling with family in January, wrote last week.

‘It is a shame you didn’t mention your constant abuse, ranting unacceptable behaviour and shouting at my staff for issues outside of our control, or for leaving your car broken down across the main drive way preventing access, or for the police telling you that if your behaviour continued you would be evicted’ the hotel’s general manager, David Brook, responded.

‘If there was a TripAdvisor for banned guests I can assure you that you would be on it.’

Meanwhile, a guest at Centrepoint Resort accused the manager of being racist in their review, adding that there was no toilet paper.

The manager alleged that the guest had illegally snuck an additional eight people to stay in the room.

‘It is very disappointing to get a review that states we are racist and that the apartment was old, when it is one of our deluxe apartments,’ the manager, Penny, replied.

‘We are sorry that we had to ask you to leave because you had booked for four people and had 12 people in the apartment. This is not only a fire and safety issue but it is also illegal to bring the extra eight people.

‘Each apartment is given enough toilet paper etc. as a starter pack and then it is up to the occupants to supply there [sic] own, as these are self-contained apartments.’

Accommodation Association of Australia chief executive Richard Munro told Courier Mail some comments posted on review sites were ‘vexatious or of a person nature and shouldn’t be on a public forum’.

However, he said it was ‘fair enough’ for legitimate complaints to be made.

 Photo: www.hotelogix.com