Originally Posted by
cbn42
This is rather amusing, but I find it to be unprofessional on the hotel's part. If the hotel responds to the review, they should respond to what was said in the review, not bring up other things about the guest. Maybe the lady was mad at her husband for dead-bolting her out of the room, but what does that have to do with anything? This site is meant for guests to review hotels, not hotels to review guests.
This may be somewhat true, but I think the reason the GM may have written that response was to put into perspective why the customer wrote felt they had to write such a bad review and that people reading it should take it with a grain of salt and know that it didn't happen in a vacuum.
Maybe it wasn't professional of him to do this, but it certainly got a lot of us to chuckle.