Exactly that happened when I looked for a hotel in Laos.
The hotel in question was overall reviewed quite favorably. There where a few complaints, notably that two of the bungalows where very loud, or about the restaurant. Essentially quite small fry.
For each of those complaints the management took the time to address the specific issues, acknowledging specific problems and indicating how they intend to fix them.
This convinced me to book and I didn't regret it at all.
There is a big difference between boilerplate bullshit of the "your call is very important to us" variety and taking complaints seriously, responding to them on an individual basis and really trying to make it right.
That's often quite visible from how a company handles complaints.
BTW: The noisy bungalows where no more when I stayed there.
The hotel in question was overall reviewed quite favorably. There where a few complaints, notably that two of the bungalows where very loud, or about the restaurant. Essentially quite small fry.
For each of those complaints the management took the time to address the specific issues, acknowledging specific problems and indicating how they intend to fix them.
This convinced me to book and I didn't regret it at all.
There is a big difference between boilerplate bullshit of the "your call is very important to us" variety and taking complaints seriously, responding to them on an individual basis and really trying to make it right.
That's often quite visible from how a company handles complaints.
BTW: The noisy bungalows where no more when I stayed there.