Hotel owner told woman to go on a diet after she left a negative review online
In the digital age, it is now easier than ever to leave a negative review on an establishment.
Whether its a restaurant that served you cold food, a barbers who ruined your hair or a hotel with awful beds, there's a variety of different ways to leave your opinions of their business. Some people choose to do it through Facebook, others choose Yelp, Google or Tripadvisor. Whatever your preferred way of doing it, the last thing you expect to receive when leaving a negative review is a barrage of abuse from staff at that business.
But this is exactly what happened to Emily Chance after she left a negative review for a hotel, and then received a text message telling her to go on a diet. She says that she was also accused of "hating everyone and everything" by Nelcon Hotel owner Ken Evans.
The mother claims that she received the message after leaving a scathing review of the hotel on the travel website Booking.com. Emily paid £38 for two people for a two-night stay at the hotel in Blackpool to celebrate her second wedding anniversary with her husband Michael in September.
However, Emily says that due to the state of the hotel, their romantic getaway quickly turn sour and she took to Booking.com to express her annoyance at the hotel. In her review, she complained of a "horrendous smell as soon as you walk in, grime in the shower and dirty towels," eventually scoring the hotel 3.8 out of 10.
A spokesman for Nelcon Hotel was quick to respond to Emily's review, asking: "Can I ask, just what did you expect for what you paid?"
The poster added that "most of what you describe I do not recognise as a matter of interest" and "I think possibly you were expecting a four-star hotel".
Ken Evans, the owner of the hotel, decided to defend his establishment even further and decided to send a text to Emily's phone.
The insulting message read: "For someone who has never been away before you do not come across as nervous in fact you come across as a nasty piece of work who probably should be put on a diet as you must hate everything and everyone."
Speaking to the press, Mr Evans said he sent the text after reading the review, which he believes is a "pack of lies".
"I don’t have a problem with people reviewing us, but what she wrote was a pack of lies," he said.
"The hotel is not dirty and doesn’t smell. She was looking for problems which weren’t there. I am really pee’d off with it all.
"I don’t regret texting her at all. We have new carpets coming in a couple of weeks and anyone is welcome to take a look.
"The review was disgusting and reduced a female member of staff to tears.
"This is a budget hotel but we are not dirty and don’t deserve to be lied about."
Speaking about the text message, Emily said:
"I left an honest review about how bad Nelcon Hotel is only to have one of the staff make it their business to go into my account and personally text me an offensive text from their personal mobile number to mine telling me I needed to go on a diet.
"This should not be allowed, it was a little too personal and they had no right making personal digs to paying customers. It is an outrage.
"They need exposing and people need to be warned how bad this hotel really is. I would never recommend this to anyone it’s not fit for a dog to be staying in."
It's a pretty shoddy example of customer service from the hotel, who will no doubt struggle to draw in customers given the amount of attention this story has been getting in the press. Let that be a lesson learnt, if you're going to respond to a negative review, it's best to apologise and see what you can do to turn the situation around.