WHY TRIPADVISOR IS IMPORTANT
Like many chefs, I am a Marmite hypocrite when it comes to TripAdvisor: I love the praise and hate the criticism. And like a true hypocrite, I myself use it to shortlist restaurants in a town that I’m unfamiliar with, if only then to do my own research. Cheltenham is an attractive town for visitors as well as residents, so like it or not, TripAdvisor is an important marketing platform for customers to find us.
Around 3% of our customers leave a TripAdvisor review. If you would like to leave a review, we’ll take the rough with the smooth. We accept that things sometimes go wrong - we’re only human! In an ideal world, we’d like the chance to rectify things at the time. Feedback is important for us to improve but we find that bilateral dialogue is more constructive than anonymous monologue. We chose a career in hospitality because we aim to please and enjoy interpersonal engagement.
We understand TripAdvisor’s decision to publish anonymous reviews, but it leaves it open to manipulation and abuse, as highlighted in our blog that went viral. We can’t provide the definitive solution but we encourage you to quote your booking reference or otherwise self-verify your review. This will protect your anonymity but allows us to acknowledge your feedback, if only to apologise.