Bad Reviews from Wedding Guests = $500 fine to Wedding Party

Discussion in 'Newsstand' started by canucklehead, Aug 4, 2014.  |  Print Topic

  1. canucklehead
    Original Member

    canucklehead Gold Member

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    Seems a bit drastic that a hotel would take this action to punish a wedding party for bad reviews on Ylep by guests attending their wedding.

    http://www.businessinsider.com/hotel-fines-brides-for-negative-yelp-reviews-2014-8 , originaly posted in NYPost - http://pagesix.com/2014/08/04/hotel-charges-500-for-every-bad-review-posted-online/

    I couldn't find the offending passage re: the $500 fine bit, so maybe The Guest House scrubbed the it from their webpage. http://www.unionstreetguesthouse.com/events_weddings.shtml

    TripAdvisor seems to have generally favorable reviews, but the ones on Yelp are pretty negative (though driven by a lot of 1* since the article came to light.
     
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  2. Sammich

    Sammich Gold Member

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    Yeah it's been removed from the property's site...TripAdvisor reviews will probably take a while to be posted because of moderation, I'm guessing 90% of the reviews won't make it up on that site since they'll know most people are posting it because of the article.

    Lots of Facebook bashing on their official page. Some of them are quite funny:

    "I'll give you 5-star if you pay me the $500 fine I requested"
     
  3. canucklehead
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    canucklehead Gold Member

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    a mea culpa from the owner (or is it a too-late attempt at damage control). I bolded the part where people had noted the guest house did try to make people pay the fine...this time chalking it up to miscommunication between owner and employee.

    Dear guests of Union Street Guest House,

    Yesterday Union Street Guest House went viral for all the wrong reasons. News articles, blog posts and social media posts were published about our policy to charge wedding parties a $500 fee for every negative review.

    Quite frankly, I’m embarrassed. This indeed was a policy of the Union Street Guest House. It was originally intended as a joke and never something I told employees to enforce. However, since it was listed on our website it did represent an official policy. I now realize this joke was made in poor taste and not at all funny. This is no longer a policy of Union Street Guest House and we have taken it off of our website.

    I’ve also read the reviews from guests saying we tried to enforce the negative reviews policy on them and for that I apologize. It was never my intention for anyone to pay this fine. The instances where an attempt was made to collect the fees were a breakdown in communication between my staff and me, and for that I accept full responsibility.

    Including the fine for negative reviews as part of our policy was a mistake. That’s not the type of business that we run. It was a case of a joke gone very, very bad.

    The internet, social media and review sites are very powerful platforms and this situation has taught me valuable lessons about them. Feedback from our guests is very important to us. I admit that at times it can be tough to see a negative review and I could do a better job of taking that criticism in stride. We value each and every one of you and want to hear about your experience with Union Street Guest House, even if it’s a negative experience. Your reviews give us an opportunity to improve our service and make the Union Street Guest House experience better for everyone.

    I’m a novice when it comes to the internet and digital communication. My background is in music and hospitality. That’s by no means an excuse, but a realization that I need to learn and continually educate myself on technologies that affect my business. I vow to do that moving forward to avoid mistakes like this in the future.

    All of the team here at Union Street Guest House invites you to come visit us in Hudson, New York, and give us a chance to show you who we really are – a group dedicated to making your stay in the beautiful Hudson area a positive and memorable one.

    Please also accept my offer of a 10% discount on a visit to Union Street Guest House within the next three months as further apology. Just mention this letter. And I encourage you to leave a review about your experience (positive or negative) after your stay.

    I hope we see you in Hudson in the future.
     
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