Dear Kalkan forum. I am contacting you as suggested by a friend of mine in Kalkan who reads your forum with an issue i would like some advice about. Its a bit long winded but please stay with me as can see from now reading this forum that you area all well versed in exactly how trip advisor works and i need your feedback on what steps i should take next.
My husband and i have a business here in Kalkan which we started last year. Wont give too many details as i dont want to violate the trip advisor guidelines....
To cut a long story short, we had a quiet year last year due to the fact that we were new and did little advertising at all plus probably all the other factors which affected Kalkan last season, however we did have a steady flow of customers which mainly came from word of mouth or some local advertising i had arranged in my home town in the UK. There were times however when we were completely empty and one of these times was June when only my mother and auntie were staying with us. We chose this time to close the hotel as our pool was leaking, so you can imagine what a big job that was. We emptied the pool and re-tiled and grouted it, which took the whole month of June and in honesty our garden and pool area was not an attractive site. During this time our bar was open but the hotel itself was closed.
I have received a review on trip advisor from somebody who is implying they stayed with us at this time, i know this not to be true.
They have given a very poor review and commented on the rooms etc and the only positive feedback they have given is to say that it was a "good pool scene" which of course it was not at that particular time. This person could well have been a bar customer but surely they are not able to reivew the rooms if this is the case?
I accept that our hotel is not everybodies choiceand that we will receive reviews that i am not happy with and i accept this as long as they actually WERE customers. The two main issues this person had are that we had an england flag, which we did as it was the world cup, the flag was huge and could be seen from the road, and as such i question why they would have come in the bar in the first place if this was found to be so offensive.
However the biggest issue i have is that they are commenting on how we parent our child, we have a small son who really is gorgeous and there are probably many things that i am but a bad mother is not one of them, this person comments on our parenting style within their review however it is very vague and as such open to misinterpretation. Should this type of reivew be posted in the UK i would probably have social services round. I consider this to be a personal attack and really most upsetting as you can imagine, and i want at least this part of the review removed. I dont care if the score is not changed of if this person wants to write more about how much they hated our place but i want the comments about my child removed.
Well thats the story. what i want to know is this.
1. How do i go about tackling this issue?
2. am i allowed to contact the person myself through trip advisor to accuse them of lying?
I know this is long winded and i thank you in anticipation for those of you who could be bothered to read it all!!