A LOCAL Tumut business operator has taken a negative review on his accommodation to task.
David and Deborah Sheldon of Elm Cottages recently received a negative review on their cottages by one visitor.
The response to the review attracted 16,600 views on Facebook and 159 comments – 99 percent all defending the business.
Their review mentioned sheep, cows and snakes as all hazards – typical of a country venue – what could visitors expect?
One complaint was that it was isolated – 13kms from town – which is clearly stated on the website so should not have been a surprise to these visitors.
In response to the bad unnecessary review, David Sheldon replied to this review, perhaps something not usually done by a business owner, but felt it necessary.
“We ask ourself why such a review, could it be that Sean (visitor) didn’t get the refund he asked for because he had to leave after two nights without any complaints because of his family situation.
“Did he really expect us to fill the Cottage on Christmas Eve when most book months in advance?
“Could it be that Sean cannot distinguish between a Council road and the Elm Cottage property roads, as Elm Cottage roads are 50 per cent sealed with sealed driveways…?
“Could it be that insects (not bugs) are part of country life especially at night if the lights are left on and doors left open?
“And could it have been that although the steps to and from the river had clearly marked signs for ‘steep decent’ – cautioning visitors to take care,” Mr Sheldon asked.
Mr Sheldon said a further response came from this visitor regarding the beds and stating that the beds had obviously been bought through the one and only furniture store in Tumut. “Not so these were top of the range beds purchased through a supplier to accommodation venues,” Mr Sheldon said.
Mr Sheldon said that following this review nine previous visitors who had not placed reviews suddenly went on line and again were all in favour of Elm Cottages.
Mr Sheldon said following this debacle it is a warning that all local businesses should take note of – firstly keep pace with reviews on their own business, and secondly, respond to reviews.
“Know your product, have belief in your product and don’t be afraid to question reviews,” he said.
“We got more than 16,600 views and 150 positive comments, so it speaks volumes for knowing your product and having confidence in your product, but we do take on board valued criticisms and act accordingly,” he said.
