As of today, we have received our 500th hotel review on TripAdvisor Cape Cod. Six years in business, 500 reviews, 96% of which are four or five stars. Wow, I am grateful for all those guests who shared their experiences with the world. Sometimes I feel like Sally Fields at the 1984 Academy Awards: You like me, you really like me. But the online review system is not just an echo chamber of positives for us.
We use TripAdvisor as a way to listen to our customers, and most of the time they tell us they are happy. But every once in a while, well ergh, four times since we opened six years ago (but who is counting), they really let us have it. A “terrible” review can leave me sleepless for more than a few nights, brainstorming about the details and trying to fix every single one of the highlighted issues. I read a book once called “Every Complaint is A Gift” and the title really says it all (now you don’t have to read the book:) By studying the meta message in each negative, I know we can consistently improve.
As the old saying goes, the customer is always right. In this day and age of online transparency, the customer is more than that: our guests are a lifeline to growth and continued business. So we listen very carefully.
Thank you to each and every customer who took the time to write us a review on TripAdvisor Cape Cod — good, mixed or bad. We truly appreciate it. We know that your vacation days are precious, your business travel important. We care about the details of making your journey special.
One of the most gratifying thing about this zen-like focus on customer satisfaction is that we have a robust list of repeat guests, people who cherish us as much as we cherish them. They come back, time and again, and bring their friends. So we thank you all, and we hope to see you soon at the Woods Hole Inn, located in the small fishing village of Woods Hole, part of the town of Falmouth on Cape Cod.