Evaluation

[Anick-Bo0]

We had our first evaluation ever. It is 4 star because of différent things ( the basement sink had been used and the basement stairs were dirty but they saw the plumber working in the house when they arrived because we had some issues. There is a bar near so we paid them a drink during the plumber did his job so this part was not a issue for them. Also, they said the house wasn,t ready to welcome people because a part of the land is a little crappy but in the house manual,  it is written to avoid that part. We have a 15 acre land so it is not like they did not have any other place to go. They clearly did not read our manual . We find this evaluation unfair but i guess it is part of the game. What can we do to make sure the communication is better and people actually read the listings so this does not happen anymore 

thanks from the newbies 

[Marie8425]

@Anick-Bo0 

I understand it is not a comfortable position when a negative Review.

I don't think your going to have a plumber emergency regularly, so that was just a minor unexpected inconveinance, for the Guest and the Host.

As to land area not standard even though the majority is, that is just a loophole.  You have disclosed in your manual, I suggest even just a small garden fence around the area, to say not available.

The thing I would really think about is a 4 for minor inconveinaces and your buying them a drink didn't create a positive reaction.  Some people are just generally complainers sometimes we have to reveiw our interaction created a negative response.  The Guest did give a 4 but if serious issues one would expect a 2 or 3.  I would look at the Review Catagories, that is Guest controoled independebt of Overall Rating.  Sometimes all 5s and theb a 4 Overall , sometimes you will get a better picture if cleanliness is scored 2 there  is a bigger issue  then plumber using stairs.

[Anick-Bo0]

Well the thing is the plumber emergency happened before they arrived and really did not have any impact on their stay. 

We will try to lock the entry to the greenhouse so it should not be a problem anymore. 

We will also print the house manual and put it on the table so they won,t have any other choice than to read it. 

We won’t be over accomodating the guest anymore, it is not worth it. 

They wrote back and complained about the cups we have at the house, they did not like them because the bottom wasn’t wide enough, so i guess that makes them complainers ! I was so in shock when i read that. 

Thanks for your message, it really helps. 

[Karen114]

@Anick-Bo0  What a stunning property with wonderful views.  The written review is really positive so don't be too hard on yourself.  This happens, especially when you are new and likely gave the new listing discount to this guest. This happened to me with a couple of my brand new listings with first guests.  

You will find in your hosting journey that most guests are gracioius and appreciative but every once in a while you will get a guest like this.  You got yours early on,  thankfully it's the minority of guests.

What I do,  and I think it's helpful,  is build a rapport with the guest leading up to their stay.  I send little drip email messages about things to do and see, my favorite places to dine etc.  This works if you have a few weeks before arrival.  I also have a digital guest guide that gets sent to them upon booking and then again before arrival.  This outlines things to do as well as some information about the space itself.  Having these little messages from me lets them get to know me as well as build a little anticipation about their stay. Most guest appreciate the information and many comment in the reviews how supported they felt leading up to their stay as well as during their stay.

Every short term rental owner is going to encounter a problem that will affect the guest. How it is handled by you is what they will remember. You handled it perfectly with the plumber on site and sending them to go get a drink.  If they feel like they know you and like you, they will be much kinder when it's review time.  This doesn't work 100% of the time lol however most times it does.  

You have a wonderful property and I am sure you are going to do great with it.  Best of luck! 

[Anick-Bo0]

Thanks, we like our new place too ! 

I really hope the next guests will be more appreciative because we really think we have a nice place to offer. 
I will send them another email and print the manual guide and put it on the table . Nothing else i could do. 
I made a digital guest guide too and so far, everyone that received it, enjoyed it. I really enjoyed making that. 
The water problem was fixed by the plumber before they arrived so it did not really affect their stay but they decided to say they had a water problem which is not the truth and that is frustrating. They say we were reactive when they encounter the water problem but really we were proactive,,, making sure they won’t have any problem before it even happened. 

We were proud of the way we handled it but they made us doubt ourselves. 

With your comment, we know we did great, and just like wrote to Mary, we have reasons to think they were very picky.

Thank for the help,  it really does make a difference. 

[Paula]

Hello @Anick-Bo0, Couldn't agree more with @Karen114, what a beautiful property you have. The photo with the Northern Lights is incredible. A bit of an off-topic question, but did you take them from the property or nearby?

Please let us know when you've had a chance to read the hosts' opinions, as it looks like you're already doing a great job!

[Anick-Bo0]

Hi Paula.

The northern lights are seen from the house and this is a pic we took last fall. It was amazing and the first time my boyfriend even saw this…. What a night !