Hotel manager hits back at scathing review

A hotel manager has hit back at a customer who called their experience “terrible” and gave the fancy accommodation a one-star review.

A hotel manager has hit back at a reviewer after she described her experience “terrible”, responding that the customer’s behaviour was “unacceptable”.

Douglas Campbell, general manager of The Bonham Hotel in the exclusive West End of Edinburgh, UK, slammed the TripAdvisor reviewer who said she got into a “verbal confrontation” at the hotel.

Hitting out at a “rude and uncooperative” member of staff, the reviewer, a woman named Anne, rated The Bonham as “terrible” on the site, The Sun reports.

She said that the incident led her to relocate her party to another hotel, which they “highly recommend”.

But Mr Campbell was having none of it, and wrote back that “verbal abuse and swearing” were “wholly unacceptable”.

He added: “I’m afraid this meant we were unable to accommodate you on this or any future visit.

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The scathing review was on The Bonham Hotel in the UK. It is a Victorian townhouse located in Edinburgh’s West End. Picture: TripAdvisor

“I am glad you were able to find alternative accommodation that better suited you for this trip and the future.”

Anne also criticised the hotel for having no record of her frequent past visits to the hotel.

She wrote: “Terrible experience upon arrival with some member of staff at front entrance – no name – but not helpful or pleasant.

“We had an immediate complaint and he was rude and uncooperative about it, resulting in a verbal confrontation.

The ‘terrible’ review was left by an unsatisfied customer. Picture: TripAdvisor

“We’ve stayed at this hotel many times over the years and he had the audacity to say they had no record of us ever having stayed at this hotel.

“We left right away and went straight to Cheval, the Edinburgh Grand at St Andrews Square.

“Fabulous hotel where you will be treated with respect and decency. Highly recommend this hotel.”

But the manager fired back, hitting out at the ‘unacceptable’ customer. Picture: TripAdvisor

This was not the first time Mr Campbell has decided to fire back at a poor review, as last month his hotel was criticised for its location.

David, from Durham, wrote: “A long walk to city centre and attractions … probably need to use a taxi …

“Watch what you are being charged for on tour bill when you leave … I feel I probably will not go back again … which is a shame.”

Another poor review saw a repeat customer slam the hotel’s location. Picture: TripAdvisor

The Bonham Hotel manager again fired back at the poor review. Picture: TripAdvisor

Mr Campbell responded: “Thank you for your review following your recent stay. I’m sorry to see the location no longer suits you, I do see you have stayed previously and rebooked for this stay, with our location remaining the same.

“I can see the car parking was removed from your bill as a gesture given you are using a Blue Badge and that you declined to pay the £4.35 ($A6.55) discretionary service charge, which you are of course at liberty to remove.

A separate review saw the hotel praised as ‘beautiful’. Picture: TripAdvisor

“I’m sorry our central location no longer works for you and wish you an enjoyable stay elsewhere in Edinburgh on your next visit.”

Despite being left a ‘terrible’ score in its most recent review, The Bonham boasts more than 1,200 ‘excellent’ marks on the review site.

The Edinburgh hotel was even the recipient of an award on TripAdvisor last year – with a May Facebook post from the hotel saying: “We’re really pleased to announce that The Bonham is a TripAdvisor 2022 Travellers’ Choice Award Winner!”

It’s most recent review, left by an American woman named Lisa, praised the hotel as “beautiful”.

“We loved the room, the service and the vibe of this place. It was quiet elegance at its best!” she said.

“Even though it is located in a quiet area, it still was within walking distance to great restaurants and Edinburgh sites. We would stay here again most definitely!”

This story originally appeared on The Sun and is republished here with permission