The only thing worse than finding out a guest is unhappy with their stay is finding out after the fact. Online. For the world to see. When you can now do nothing about it. Or can you? I've heard a lot of debate over whether hostels should respond to online reviews. Does it make a difference?
No matter how amazing your hostel, there will come a day when some lowly guest finds it unworthy of his standards. You could give everyone a 6 week old puppy to cuddle with when they check in, and this guy will complain that it's a black lab.
Oh, complaints. In terms of enjoyment, they are right up there with clogged toilets and overbooking on a festival weekend. For some, a close tie with an extended visit from the in-laws. Some complaints are warranted, while others are just nit-picky.
Not all in life is as it seems. If you've ever been enticed by a fast food burger commercial you know what I mean. Forget that the meat actually looked real through the magic of HDTV. What really got me was the crispy lettuce and juicy tomato, so fresh out of the garden they bore water droplets.
I found a great way to visualize my hostels reviews over time so I can quickly spot trends in our customer service performance. It's called TableTools2 and it works with Firefox. The tool will create charts from data on any table on any website.
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