Their lack of courtesy, appalling behaviour and rude manners is only compounded by the fact that having received no financial gain from their constant moaning they then take the matter to TripAdvisor. Whilst I am appalled if any of our guests should feel bad about their stay, I am even more appalled to hear stories of what my staff have had to put up with.
To add insult to injury we are then accused of double booking when booking.com send us a couple who they have not even booked into our hotel. Whilst I am sure that I would be aggrieved to find myself without a room on a Friday night, there is no excuse for the rudeness shown to the reception staff who was trying her best to sort out a suitable alternative.
I am not sure where they ended up as I did not see any review of their “more expensive sub-standard accommodation” but I was surprised that TripAdvisor allowed them to rate the quality and cleanliness of the bedroom when they didn’t even stay here!! I am also surprised that TripAdvisor allows them both to submit a review...maybe I should persuade some of my positives to do this as well!!!