Hotel manager slams reviewer and hit out at guests’ ‘verbal abuse and swearing’ at staff
>
A hotel manager lashed out at a reviewer who called their experience “terrible” and complained that one of the staff was “rude and uncooperative,” leading to a “verbal confrontation.”
The TripAdvisor poster, which goes by Anne, instead had the party moved to a different place, which she “highly recommend.”
Douglas Campbell, manager of The Bonham Hotel in Edinburgh, chided the user in a calm and composed response, simply stating that ‘verbal abuse and swearing’ were ‘completely unacceptable’.
He added: ‘I am afraid this meant that we were unable to receive you on this or any future visit.
“I’m glad you were able to find alternative accommodation that better suits you for this trip and the future.”
A hotel manager at The Bonham in Edinburgh (pictured) has lashed out at a reviewer who called their experience ‘terrible’
‘We have stayed at this hotel many times over the years and he had the audacity to say that they did not know we had ever stayed at this hotel.
‘We left immediately and went straight to CHEVAL, THE EDINBURGH GRAND in St Andrews Square.
Anne, who traveled a couple last month, also complained that The Bonham staff had not previously registered their stay, which they insist they have done “many times.”
They wrote: ‘Terrible experience on arrival with a staff member at the entrance – no name – but not helpful or pleasant.
“We immediately had a complaint and he was rude and uncooperative, resulting in a verbal confrontation.
Douglas Campbell – manager of The Bonham Hotel in Edinburgh – chided the user in a calm and composed reply, simply stating that ‘verbal abuse and swearing’ were ‘completely unacceptable’.
‘Fantastic hotel where you are treated with respect and decency. Highly recommend this hotel.’
Anne rated The Bonham as ‘terrible’ on the site.
It’s not the first time Douglas has responded to a bad review. Last month, another poster complained about the hotel’s location.
David P from Durham wrote: ‘A long walk to the city center and sights… probably need to use a taxi… Note what you will be charged on the tour bill when you leave… I think I probably won’t going back…which is a shame.’
David P from Durham wrote: ‘A long walk to the city center and sights… probably need to use a taxi… Note what you will be charged on the tour bill when you leave… I think I probably won’t going back again…which is a shame’
Douglas wrote back: ‘Thank you for your review following your recent stay.
‘I am sorry to see that the location no longer suits you, I see that you have previously stayed and re-booked for this stay, with our location remaining the same.
‘I see the car park has been removed from your bill as a gesture as you are using a Blue Badge and you refused to pay the £4.35 discretionary service charge, which you are of course free to remove.
‘I am sorry that our central location no longer works for you and wish you a pleasant stay elsewhere in Edinburgh on your next visit.’
Despite the posters’ objections, The Bonham has generally received rave reviews, with 1,210 users rating it as “excellent”.
The hotel (pictured) was even the recipient of an award on the review platform earlier this year. A May Facebook post from the hotel says, ‘We are thrilled to announce that The Bonham is a TripAdvisor 2022 Travelers’ Choice Award winner!’
Despite the posters’ objections, The Bonham has generally rave reviews, with 1,210 users rating it as “excellent.”
Only 25 have labeled it ‘terrible’, with the most recent comments calling their stay ‘fantastic’, ‘just wonderful’ and ‘timeless’.
The most recent review, by Lisa M. of Michigan, Detroit, USA, gushed: ‘What a beautiful hotel! We loved the room, the service and the atmosphere of this place. It was quiet elegance at its best!
‘Although in a quiet area it was still within walking distance of great restaurants and Edinburgh sites. We would definitely stay here again!’
It was even the recipient of an award on the review platform earlier this year. A May Facebook post from the hotel says: ‘We are thrilled to announce that The Bonham is a TripAdvisor 2022 Travelers’ Choice Award winner!
“Every year, the world’s largest travel platform honors companies that have demonstrated their commitment to hospitality excellence with a Travelers’ Choice Award, and this year we’re proud to hear that our team made the list.
#Huge thanks to all our wonderful guests who left us encouraging reviews, and (very importantly) to our team for delivering such high standards.”