10/16/2026
❤️ THERE ARE ALWAYS TWO SIDES TO EVERY STORY, AND TODAY I’D LIKE TO SHARE OURS. ❤️
As many of you know, Vinnie and I have always believed in being transparent with our guests and our Facebook family. We love sharing the wonderful experiences, the funny moments, the behind-the-scenes chaos, and yes, even the situations that aren’t always so wonderful.
The other day , we received a one-star Google review from a returning guest who has stayed with us several times over the years.
Since this review was shared publicly, I feel it’s only fair that we have an opportunity to share our side as well. The guest has every right to share their experience, and we respect that. However, I also believe there are a few things worth explaining.
First, I want to mention that I have personally attempted to contact this guest twice and left a voicemail, hoping we could have a conversation about their experience.
🏨 LET’S TALK ABOUT THE ROOM ASSIGNMENT.
This guest made their reservation through a third-party booking website.
When they arrived, I personally checked them in. They inquired about a ground-floor room due to a leg injury.
Unfortunately, their reservation had been automatically assigned to a third-floor room through the third-party booking system.
As many of you who follow our page already know, we’ve previously shared educational posts explaining how third-party reservations work. Room locations are sometimes automatically assigned, and we don’t always have control over those initial assignments.
I explained to the guest that we could accommodate the request for a guaranteed ground-floor room for an additional $10 plus tax.
The guest declined the fee and chose to keep the room originally assigned to their reservation.
I completely understand why someone with a leg injury would prefer a ground-floor room. Believe me, I understand how important accessibility and convenience can be. However, we also have policies in place regarding guaranteed room locations, and we try to apply those policies consistently and fairly to all our guests.
🐛 NOW, ABOUT THE BUG MENTIONED IN THE REVIEW.
The guest mentioned finding a bug on the bed and included a photograph with their Google review.
I cannot identify exactly what type of bug it was from the photograph, and I certainly won’t pretend to know.
What I can tell you is that we took the concern seriously. The room was treated and inspected to ensure there were no additional bugs.
No guest wants to encounter a bug in their room, and we certainly don’t want that experience for anyone staying with us.
When the concern was brought to our attention, the guest was moved to another room.
❤️ NOW, LET’S TALK ABOUT VINNIE.
The review mentions that Vinnie didn’t seem to care when he was informed about the situation.
This is the part I really want to address because anyone who knows Vinnie knows how much he cares about our guests and our motels.
Here’s something you may not realize about the two of us.
Vinnie and I have two VERY different personalities! 😂
When I heard about the bug, my immediate reaction was, “Oh no! I’m so sorry!”
And I personally apologized to the guest.
Vinnie, on the other hand, isn’t quite as expressive or vocal as I am. He’s naturally quieter, and when he hears about a problem, his first instinct is to figure out how to FIX IT.
While I’m expressing my concern and apologizing, he’s already thinking about what needs to be done to resolve the situation.
That doesn’t mean he doesn’t care. In fact, it’s quite the opposite.
We simply show our concern in different ways.
There’s a reason I handle so much of the front end of our business while Vinnie handles much of the behind-the-scenes operations.
I do the talking, and he gets things done!
And let’s face it, motel family, if BOTH of us talked as much as I do, absolutely NOTHING would get accomplished around here! 🤣
That’s also why I’m the BOSS LADY! 😂
📱 AND FINALLY, ABOUT FACEBOOK…
The review suggested that perhaps spending less time on Facebook would help our customer service.
Well, motel family, I have to smile a little at that one!
Facebook is actually part of my daily job! ❤️
It’s how I communicate with our guests, answer questions, share important motel information, promote our businesses, celebrate our staff, support our community, and keep everyone updated on what’s happening at both properties.
It’s also how many first-time guests discover us!
And yes, occasionally I have to expose Vinnie’s latest shenanigans! 🤣
But please don’t mistake my time spent communicating with our Facebook family for a lack of attention to our motels.
Being involved with our guests, whether in person, over the phone, or through social media, is a very important part of what I do.
❤️ TO THIS GUEST, IF YOU HAPPEN TO SEE THIS POST…
We genuinely appreciate the many times you’ve chosen to stay with us over the years.
I would absolutely hate to lose you as a returning guest over this experience.
I am sorry that your most recent stay left you feeling disappointed. That is never what we want for anyone who walks through our doors.
I hope you’ll return my call so we can have a conversation.
❤️ TO OUR MOTEL FAMILY…
Vinnie has been in the hospitality industry for over 20 years, and throughout those years, he’s learned that no matter how hard we work, we aren’t going to get everything perfect every single time.
We make mistakes. Unexpected situations happen. And sometimes guests leave disappointed despite our best efforts.
We welcome feedback, including criticism, because it gives us an opportunity to learn, improve, and address concerns.
But we also believe in being able to respectfully explain our side of a situation.
Our goal has never been to be the biggest or fanciest motel in Branson. Our goal is to provide clean, comfortable accommodations, genuine hospitality, and a place where guests feel welcomed and appreciated.
One review doesn’t define our business, just as one experience doesn’t define a guest.
Thank you to everyone who continues to support Branson’s Best Motel and Seven Gables Inn.
And don’t worry, motel family… the Boss Lady isn’t going anywhere, and neither are my Facebook updates! 😂❤️
After all, somebody has to keep an eye on Vinnie, and we ALL know that is a full-time job by itself! 🤣
❤️ — Sue, Your Boss Lady
