Hotel manager hits back at ‘wholly unacceptable’ Tripadvisor reviewer who revealed they ended up in a ‘verbal confrontation’ with staff
- Manager at the Bonham Hotel in Edinburgh has hit out at negative reviewer
- A TripAdvisor poster had slammed ‘rude and uncooperative’ member of staff
- Douglas Campbell replied that ‘verbal abuse and swearing’ are ‘unacceptable’
A hotel manager has hit out at a reviewer who called their experience ‘terrible’ and complained that one member of staff was ‘rude and uncooperative’, which led to a ‘verbal confrontation’.
The TripAdvisor poster, who goes by Anne, instead had the party relocated to another place, which they ‘highly recommend’.
Douglas Campbell, manager of The Bonham Hotel in Edinburgh, slammed the user in a calm and collected reply, simply stating that ‘verbal abuse and swearing’ were ‘wholly unacceptable’.
He added: ‘I’m afraid this meant we were unable to accommodate you on this or any future visit.
‘I am glad you were able to find alternative accommodation that better suited you for this trip and the future.’
A hotel manager at The Bonham in Edinburgh (pictured) has hit out at a reviewer who called their experience ‘terrible’
‘We’ve stayed at this hotel many times over the years and he had the audacity to say they had no record of us ever having stayed at this hotel.
‘We left right away and went straight to CHEVAL, THE EDINBURGH GRAND at St. Andrews Square.
Anne, who travelled in a couple last month, also complained that staff at The Bonham had no prior record of them staying, which they insist they did ‘many times’.
They wrote: ‘Terrible experience upon arrival with some member of staff at front entrance – no name – but not helpful or pleasant.
‘We had an immediate complaint and he was rude and uncooperative about it, resulting in a verbal confrontation.
Douglas Campbell – manager of The Bonham Hotel in Edinburgh – slammed the user in a calm and collected reply, simply stating that ‘verbal abuse and swearing’ were ‘wholly unacceptable’
‘Fabulous hotel where you will be 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 poor review. Last month another poster complained of the hotel’s location.
David P from Durham wrote: ‘A long walk to city centre and attractions…probably need to use a taxi…Watch what you are being charged for on tour bill when you leave…I feel I probably will not go back again…which is a shame.’
David P from Durham wrote: ‘A long walk to city centre and attractions…probably need to use a taxi…Watch what you are being charged for on tour bill when you leave…I feel I probably will not go back again…which is a shame’
Douglas penned back: ‘Thank you for your review following your recent stay.
‘I’m sorry to see the location no longer suits you, I do see you have stayed previously and re booked for this stay, with our location remaining the same.
‘I can see the car parking was removed from your bill as a gesture given you are using a Blue Badge and that you declined to pay the £4.35 discretionary service charge, which you are of course at liberty to remove.
‘I’m sorry our central location no longer works for you and wish you an enjoyable stay elsewhere in Edinburgh on your next visit.’
Despite the posters’ qualms, The Bonham generally has glowing reviews, with 1,210 users marking 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’re really pleased to announce that The Bonham is a Tripadvisor 2022 Travelers’ Choice Award Winner!’
Despite the posters’ qualms, The Bonham generally has glowing reviews, with 1,210 users marking it as ‘excellent’
Only 25 have claimed it as ‘terrible’, with the most recent comments calling their stay ‘fantastic’, ‘just wonderful’ and ‘timeless’.
The most recent review, by Lisa M. from Michigan, Detroit in the US, gushed: ‘What a beautiful hotel! We loved the room, the service & the vibe of this place. It was quiet elegance at its best!
‘Even though it is located in a quiet area, it still was within walking distance to great restaurants and Edinburgh sites. We would stay here again most definitely!’
It was even the recipient of an award on the review platform earlier this year. A May Facebook post from the hotel says: ‘We’re really pleased to announce that The Bonham is a Tripadvisor 2022 Travelers’ Choice Award Winner!
‘Every year, the world’s largest travel platform recognises businesses that have demonstrated a commitment to hospitality excellence with a Travelers’ Choice Award, and this year, we’re proud to learn that our team have made the list.
#An enormous thank you to all our wonderful guests who left us uplifting reviews, and (very importantly) to our team for delivering such high standards.’
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