Review Response
By A Yahoo! Contributor, 4/2/09
Dear (Yahoo Travel)
While I respect the value of a forum such as yours on which people can express their feelings about experiences they have had at different establishments, I have some serious concerns about its use.
I can appreciate its benefit both as a tool to guide travelers in their quest to find the best places to spend their hard-earned dollars at any time - and especially in the current economic circumstances - and also to give owners a heads-up on how to improve their businesses.
Unfortunately, for a variety of psychological reasons, there are people who write on these sites deliberately to hurt others and I feel I have been a victim of this practice on your site.
I have been in the hospitality business for 30 years and am dedicated to ensuring my guests have the best possible experience in any venue in which I have ever been involved. I recognize, however, that this is also a very challenging job and occasionally things do go wrong. Sometimes people feel dissatisfied for some reason and therefore unhappy.
If someone has a negative experience anywhere under my responsibility and brings it to my attention, I will do anything in my power to make amends. When someone posts a review on your site, however, that attacks me, my staff and my establishment without first contacting me with their issues, I believe that is not only unfair but incredibly and immediately damaging to my business, which has been built up over many years.
On a personal level, I can deal with mean comments (I know that you need to have a tough skin in this business) but what theses anonymous “reviewers” may not understand is the harm that they are doing to the overall business and, in turn, to my loyal employees and numerous vendors with whom I have been working for many years. Both these groups depend on the Inn for their livelihoods and it breaks my heart to think what might happen to them if the Inn were to close on account of the nasty, unsubstantiated ramblings by a handful of writers on your site.
In this economy, hiding behind anonymity while damaging my business and my reputation is malicious cowardice at its worst. You are providing the vehicle for these spineless cyber-bullies to pursue their craft and I therefore hope you will now do me the courtesy of calling me to discuss how we can together deal with the unsatisfactory situation I am facing.
The Bee & Thistle Inn and Spa has been voted Best American, Best Service and Best Hotel Dining in Connecticut Magazine.
Thank you for your prompt response.
Sincerely,
Linnea Rufo
Innkeeper, The Bee and Thistle Inn and Spa, Old Lyme
Voted “Most Romantic” by readers of Connecticut Magazine every year .