Hotels live and die by reviews on sites like TripAdvisor, and monitor them closely for complaints. Often, business respond to negative reviews, apologizing and saying the issue the traveler had is very rare. They never blame the problem on the customer...unless the hotel happens to be the Jesmond Dene Hotel.
TripAdvisor user pathoulihan got more than he bargained for after leaving a negative review of the Jesmond Dene Hotel in London.
Hotels live and die by their reviews on sites like TripAdvisor (the Yelp of travel), and they monitor them closely for complaints. Often, the business will respond to negative reviews, apologizing and saying that the issue the traveler experienced is very rare. They never blame the problem on the customer (that's customer service 101)...unless the hotel happens to be the Jesmond Dene Hotel in Kings Cross, London, and the traveler is one "pathoulihan" (we'll call him "Pat" for short).
The Jesmond Dene is generally very well reviewed, with 90% of their 1,181 reviews ranking them as "excellent" or "very good" and only 3% saying that they are "poor" or "terrible." One of the few travelers to give them a "terrible" rank was the aforementioned Pat.
Pat's one-star review, from August 22nd, 2010, read as follows:
"Staff very unfriendly especially the girl on reception found her rudeand obnoxious she was eastern euroopean and never experienced anything like that before would recommend anyone not to go there couldnt wait to leave!!! [sic]"
Ouch! A rude staff can make any stay unpleasant. The Jesmond Dene responded, but not with your typical, "we are very sorry our service did not meet your needs, and we are looking into the situation to make sure it doesn't happen again." No, no, the Jesmond Dene went on offense (emphasis added):
"August 25, 2010
The reason why the girl on reception was rude and obnoxious was because you tried to sexually assault her. You came in drunk with your 2 friends and attempted to lure her to your bedroom. I have this on CCTV. I have already reported this and suggest you do not return to my hotel as you are not welcome.
If you want to try and get a companion I suggest cutting down on your alcohol consumption.
The TripAdvisor ratings have Darren's back here: the Jesmond Dene averages 4 and a half stars out of 5 in the category of "service" (despite Pat's emphatic 1 star in this category).
The service industry is one of the hardest places to work, and the Pats of the world would do well to remember that. Or, more succinctly: Jesmond Dene: 1, Pat: 0.