Pre-arrival texts

I guess "reviews" (loose term) should indeed be regarded with a pinch of salt. A site review is exactly that, not someone who has had communication via a phone call and a sms from the site advising of arrival time but chooses to ignore that advice and turn up early anyway and then complain when asked to adhere to the advice given. 

You missed quoting the advice on how to complain in a proper manner Mikey.

JK

...rather than leave complaints on reviews as the review section is for information about the campsite and it's facilities.

No I think there is a significant difference between a review of the site, good and/or bad and a complaint against a member of staff which is what this review was about. There are plenty of reviews about what the reviewer considers poor about the site if you look and these are not removed. 

I think it's quite clear what will be removed:

...as the review section is for information about the campsite and it's facilities.

If one has a complaint about a member of staff then the best and correct way is to write in as the member of staff has no comeback or right to reply on the review, it's all one sided and the complaint may or may not be true. You for example have taken the review as the facts of the matter, how do you know? Usually it's I can't get my own way so the wardens are unfriendly.

Also if the complaint is true then a written complaint will trigger an investigation and the member of staff will be held to account, this will not happen with just a review.    

Mikey, the club has a duty of care to protect staff from abuse. Very few people seem to read the guidelines on writing reviews and perhaps if they/you did, this would be better understood.

If senior staff instruct those on the shop front to positively tackle unfair behaviour, then it’s realistic to expect them to be supported by senior staff, and carry out any investigation required away from the public eye. Otherwise it becomes trial by social media🤷‍♀️

It was a trial by social media yesterday on here ttda. Quite a few posters including a moderator seemingly supporting the said reviewer, judge and jury hung and quartered!.

Fortunately we are supported and let me tell you this last few weeks we've all needed in it one way or the other. 

That's me done on this thread, I've enough to think about trying to remember what's what before the new system starts

Evening

JK

What slightly puzzles me why we add a note to the review/complaint explaining the correct procedure rather than contacting the member direct. (maybe we do that as well?)  It is more than possible that the person concerned will not revisit the review page if experience elsewhere is anything to go by. Would not the correct approach be to write to the member concerned? From what JK says it seems that the Club will be able to tell the member concerned exactly when he was contacted and the method. 

David

Good to know the support is there JK. I have no doubt staff won’t always get it right, they are as human as the customers. But it sounds like you have been asked to do a job made difficult by some poor communication, and by a few who are still trying to push the boundaries.