Hotel boss slams TripAdvisor reviewer with withering reply

Sefton Park branded 'Probably the worst hotel in Liverpool' - but does this response go too far?

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A hotel manager has divided opinion after he issued a "rude and patronising" reply to a disgruntled one-star TripAdvisor reviewer.

Sefton Park Hotel posted a cutting response on the popular travel website after an angry customer branded their establishment the "worst hotel in Liverpool".

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The experienced reviewer, who appears to be from Zurich, in Switzerland, complained about virtually everything from the staff's attitude to his "rubbish" room, the Liverpool Echo reports.

In response to the one-star rating, hotel manager Conor O'Donovan delivered a long and detailed explanation in which he slammed the reviewer for poor grammar and suggested yoga to address his "anger issues".

Social media users have been quick to comment on the exchange, with some congratulating Mr O'Donovan for his pithy response and others suggesting 'the customer is always right' philosophy was somewhat amiss.

Credits: Publicity picture

Publicity picture

Credits: Liverpool Echo

Liverpool Echo

The reviewer's post reads: "Here comes the fun part the room, I went to room 208, no help with my suitcases at all. The room had curtains that only drew 40% across the window, so you would be sleeping with street light and neighbours peering in at you.

"Plus the 6am sunrise would come in on top of you. Then the bed, or the excuse of a bed, it was the worst mattress I have EVER lay on, it was like a paper towel. The room was freezing, no heating, rubbish bed, no curtains and cold... that's it, I'm checking out."

The reviewer also claimed he was forced to pay a £25 deposit on top of the room charge.

But Mr O'Donovan said the room number cited was non-existent, criticised the reviewer's grammar as "all over the place" and drew attention to the "general incoherent manner" of the text.

He wrote that the visitor had acted in an "arrogant, bullying and aggressive" way towards staff and had quite the carry-on at reception with his "incessant waffle".

He said the £25 swipe was standard practice in hotels in case guests ordered any extras, and said despite the tourist claiming he'd pre-paid for the room, that absolutely was not the case.

Credits: Liverpool Echo

Liverpool Echo

Credits: Liverpool Echo

The response continued: "You then decided that you weren't happy with your room and wished to check out. We were happy to oblige.

"A sum of money was refunded to your card by the same member of staff who had checked you in as your bullying and general aggression continued.

"It was then picked up by a manager who realised the error that had been made, and they charged your card for the amount which you had been mistakenly refunded.

"When you became aware of this you re-visited the hotel and continued to behave in an aggressive and boorish manner towards the Manager on Duty.

"However she was having none of your nonsense. In fact you wasted half an hour of your own time with your incessant waffle. You must have been pretty worn out at the end of it."

Sefton Park Hotel signed off its review with some guidance, saying: "My best advice to you would be to consider ways in which to channel your considerable energy in a more positive manner, you'd feel so much better afterwards and it would have a very positive impact on your overall health and well being.

"Perhaps begin with something easy such as a short meditation, breathing exercises or maybe some beginners yoga."

One person wrote on the Liverpool Echo's article: "That's a really unprofessional response to a customer complaint.

"Criticising the grammar, for goodness' sake? If the rest of the staff take their tone from the manager, it's no wonder the customer got irate.

"I don't know if the guy who wrote the review was in the right or not, but if that's how they respond when you've got a problem... yeah. I'll definitely be staying elsewhere."

A Facebook user wrote: "That's a rude and patronising response from the hotel manager if you ask me. Whatever happened to 'the customer is always right'?"

'Worst hotel ever!' Aol Travel readers share their stories

'Worst hotel ever!' Aol Travel readers share their stories


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