Guest Towels and Lukewarm Feedback

[Margaret1419]

Hello,

We're new to hosting and from the outset, we wanted to make very discrete adaptations to our property that would make guests with some neurological conditions more at home. One of the ideas that came up in our research was to ensure face-cloth, hand towels and bath towels were different colours.

I went on a website that specialises in bed linen and towels for the hospitality industry and bought my supplies. They are 100% Egyptian cotton and while not the very deep pile, plush towels you'd get in a high-end hotel, they are new and more than adequate. The property itself is very small (it's stone-built, but more akin to a shepherd's hut in terms of space) 

Our first feedback was that our towels 'lacked the wow factor' - because they weren't luxury, high-end towels.

If that's what is genuinely expected from a property like ours, then we'll happily invest in more luxurious towels, but do we buy some now, to avoid the same issue cropping up, or do we wait until we have a bigger sample of guest feedback to go off?

Secondly, we have a small kitchen, with just 2 electric rings and a microwave / grill, so we've added value (we thought) by also bringing in a Ninja dual air-fryer; a slow cooker; a soup / smoothie maker; a basic Nespresso machine and a hot chocolate-maker / milk-frother.

We were a bit disappointed when, in response to the email I sent our next guests, wishing them a happy holiday, explaining briefly we are new to letting and welcome any constructive feedback, we received a very curt reply, all in 'text speak' stating that they had to read 2 manuals in order to cook tea successfully!

Again, this is something we will definitely take on board and think about how we can streamline the advice in the Visitors' Manual. We're also investing in a new kitchen area over the winter, so that will definitely help. 

We've put so much effort into making our cottage really lovely and welcoming and we're quite disappointed that so far, while family and friends who gave it a 'test drive' for us have been absolutely thrilled with it, our paying guests so far, appear to be pretty indifferent and unimpressed?

We've had specially commissioned furniture; new carpet; designer lighting; local artwork and brand new crockery, pans and cutlery and we offer guests a selection of high end loose-leaved teas and organic coffees (as well as mint humbugs!) I just don't get it! 

If anyone would be kind enough to take a look at our profile, I'd appreciate it!

Birds Nest, Carrick Bay, Dumfries and Galloway

Thanks!

[Shelley159]

Hi @Margaret1419 

I also find the comment about the towels surprising! My emphasis would be on supplying things that can be properly maintained over time, rather than extreme top-of-the-range. You can't buy new towels for every guest, so you have to find something that can be washed & dried in a practical way over time, and hopefully last in good condition for a while. A great many super-expensive towels don't pass this test, although they look absolutely wonderful for the first one or two guests. The towels you bought may be more practical (although anything other than white towels may sometimes bleach from skin and hair care products that guests use, you can check whether this becomes an issue). Your kitchen equipment sounds impressive - again, I would be more worried about keeping everything clean and maintained. Perhaps add a straightforward electric kettle for tea & coffee if you don't have one?

In summary, I don't think you should throw out any of your things based on comments from these picky guests. You can perhaps just check whether your prices are in line with those in your area - click on some available nights on your calendar and look at the information given for "similar booked and unbooked listings". If your prices are on the high side, that may be driving up guest expectations.

[John5097]

@Margaret1419 

I'm surprised the guest would be so fussy. Usually things like that would be something the guest would mention in a private message to host on how to improve. These guest were clearly not trying to be helpful, so sorry about that. 

The listing appears to be very accurate. I also don't think you would need to renovate. 

You could place a one page quick guide on how to operate the cook top. It should be very simple and concise.

For example.  

1. Press Start 

2. Press + or - to set desired cooking temp. 
3. Allow 2 minutes for it to reach desired cooking temp. 


I looked over your listing. 

If it were me I would consider adding wall cabinets above the kitchen counter for storage. Then put the high table and stools in place of the storage cupboard. Then adding a larger sofa where the table was, and adding another chair where the sofa is now. 

You could just use the sofa you have now but that would add another sitting area. 

Although that may not even be necessary and guest might prefer the cupboard.  I think you just got a very fussy guest and the rest will be very appreciative. 

I do place little quick instructions for how to operate things. I also had a microwave convection oven that was far too complicated for anyone to use, so just used a label maker for simple instructions on how to use the microwave function.  

[Marie8425]

@Margaret1419 

I would suggest your amenities  say stove that can be confusing.

I have learned with kitchen gadgets (my husband is addicted haha) it isn't his ideas are bad it is just something new in a new place and you feel   like a pest because you know the expectation was you  knew how..Most things I can streamline the manual to the 4 or 5 sentences of real directions.

I too, would consider the towel comment odd,, but then I noted your price per night.  That might be  the  market price for your area but look at your competitors and see if any comments about towels?

[Karen114]

@Margaret1419  Did you do the new listing discount when you first launched?  This may explain the lukewarm feedback.  

I buy bulk gray towels from Amazon and  don't really get any complaints.  We buy them cheap becuase we do onsite laundry and they dry faster than the thick plush expensive ones.  We use gray for obvious reasons 😁

Hang in there, things will turn around. Your space is super cute and well done.