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A suggestion

Santa Ponsa...
Level Contributor
30 posts
3 reviews
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A suggestion

I really believe it would enhance the whole TA set-up if we could have a

small inset at the top of our page, just a few lines, not a lot of

space, so we could, in a nutshell, state our philosophy/goal/mission

etc. It would be proactive rather than reactive and would eliminate the

need to keep repeating stuff in response to reviewers. Also, as it

would be at the top of the page all the time it would be seen by anyone

logging on to our page rather than disappearing when new reviews push

the older ones onto another page as is the case with management reviews.

I really think that a brief statement by us would be helpful for people

checking out our restaurant so they would know very quickly if we are

the restaurant to satisfy their needs. The reviews by customers are

often very specific to dishes they have eaten, and are not the

equivalent of professional food critic reviews which give a more

comprehensive picture of a restaurant. Please give this serious

consideration and try to put yourself in the shoes of restaurant owners.

It would be very helpful to us to be able to outline briefly what our

focus is, and also from the point of view of a restaurant customer

(which I also am from time to time) I would find it very helpful,

instead of having to come into a restaurant and find that it is not what

I expected or was looking for. Reviewers comments can be very

egocentric and motivated by factors other than a desire to present a

balanced, objective review of a restaurant. We are like the "dog" that

a disgruntled owner kicks after a bad day at the office/in traffic/from

a nagging wife and pestering children on holiday etc etc etc. We are

often at the receiving end for negative treatement as substitutes for

the real targets of their ire.

We are an integral part of your set-up now and valuable in attracting

viewers to Trip Advisor who are looking for a good restaurant to eat in,

and subsequently will use Trip Advisor in looking also for a hotel.

Remember, we are not voluntarily on Trip Advisor, and although I

personally think it is helpful in general for us to be on TA, we do draw

our share of malevolent reviews from competitors and just plain

unpleasant unhappy-with-life people who crave their fifteen minutes of

fame. As a result, it is practically impossible for us ever to rise

about a rating of satisfaction higher than 82%. We are by far the

busiest restaurant in Santa Ponsa, the longest running, and considering

the huge turnover, the best bet for a satisfactory eating out

experience. Yes, we get more negative reviews that the small places who

serve a very small number of customers compared to us, and who therefore

have more time for PR and chatting to customers. We have people waiting

on the steps into our restaurant and the this is the highest accolade a

restaurant can get.

So please consider what I am requesting and give us that little space.

It would save me having to explain about our goal each time we get a

negative review and would therefore use less of TA space. It would be

very helpful for prospective customers.

I am a constructive member of TA, intelligently engaged with you and

sharing your goals to a large degree. Looking after members like me can

only be positive for TA.

Fingers crossed

Santa Ponsa...
Level Contributor
30 posts
3 reviews
Save Reply
21. Re: A suggestion

Of course I appreciate it, and that is why I am giving my time to respond and to try to communicate to you in a very short space some of the realities of our kind of business, and the unfairness that all restaurant staff come up against at times. you have no idea. We are very happy with what we do or we wouldn't be doing it after all these years, with our business thriving despite the worst recession we have experienced ever.

And as the regards the comment by one of respondents here that he wouldn't come into our restaurant, well I guess that's us out of business then, isn't it. But I will guarantee that if that person came into our restaurant he would change his view pretty quickly. Don't be so quick to dismiss what you don't have experience of. And maybe you are just mad because I don't take your points to heart and put my hand over my heart and say OK I will do it all your way. But why should I if I don't agree with you. You have the right to your opinion and you also have the right to be wrong. Listen, bye bye, I'd love to chat away all day but I have a restaurant to run and lots of nice customers to look after as though they were royalty, and yes, a few unpleasant, disgruntled customers that despite their miserable attitudes we will still try to win over. And, guess what, we usually do. You are just basing your case on the few that got away, people that their own mothers couldn't love. Try to imagine more than 80,000 people with not one dysfunctional person with a bad attitude looking for an easy target to displace his misery. It can't be done. They're out there and we get a few of them. And when they lie about us, and we know when they are not terlling the truth as we have spent time with them, then we are going to hand back a bit of what they gave us. You don't like that? Fair enough, but why should be worry about you, a person we have never met, anonymous, and very quick to be judge and executioner with us, although you don't know all the facts. have fun telling people how they should run their businesses but count me out.

Edited: 24 September 2013, 21:03
Santa Ponsa...
Level Contributor
30 posts
3 reviews
Save Reply
22. Re: A suggestion

Briefly, yes, I agree with you that a customer has a right to express his opinion, but not to tell lies. And this whole thing started because a customer, a nasty package, trouble-making and abusive towards staff, told lies. Sorry about the faint-hearted out there, but we will always retaliate to that sort of abuse. Doing a restaurant review is probably great fun and certainly empowers people, and that is good, in principle. But power should be exercised with prudence and fairness, somebody's livelihood and the livelihood of the staff can be impacted negatively by unfair, untrue reviews. And if you don't know that there is quite a bit of abuse taking place towards businesses with no grounds whatsoever, then you are too innocent to be post opinions about this subject. And if you think we can't handle honest complaints you are wrong. I always tell the staff when we are talking things over to "bring me complaints". Obviously I don't mean they should go out and provoke people to complain, but that if there is a complaint then it is an opportunity to turn that person around even if the complaint is unfair, and that way can give him the bit of TLC he needs to turn around his bad humoour and we can win a friend. But sometimes we can't, and then we might get an unjust diatribe against us posing as a "review". That is not acceptable.

Edited: 24 September 2013, 21:16
23. Re: A suggestion

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Removed on: 25 September 2013, 02:22
24. Re: A suggestion

-:- Message from TripAdvisor staff -:-

TripAdvisor staff has removed this post because it did not meet TripAdvisor's forum guidelines with regards to off-topic chat. Please limit conversations to subject matter directly related to the host forum. For example: when in the London forum, please stick to topics that relate to travel within the London Metropolitan Area.

Off-Topic Chatter is a forum for discussions gone afield from the topic of travel. Please note that the Off-Topic Chatter forum is un-moderated -- the Forum Posting Guidelines are not enforced, with the exception of pornographic images or text, hate speech, unauthorized re-prints of copyrighted text, and messages that promote or encourage illegal activities. Each user is expected to take responsibility for his or her own conduct.

To review the TripAdvisor Forums Posting Guidelines, please follow this link: http://www.tripadvisor.com/pages/forums_posting_guidelines.html

We remove posts that do not follow our posting guidelines, and we reserve the right to remove any post for any reason.

Removed on: 25 September 2013, 02:22