Would you respond to this?

[Laura2592]

We had a guest recently check out. Overall fine. She texted me a few questions during her stay. Not a big deal on anything.

She left a review and private feedback saying our downstairs bedroom was cold. We have record cold temps in our area right now. I went to check and make sure the heater was working. It is a baseboard. It was turned off.  Its typically switched on in the winter as its wired into the thermostat but if its off it won't come on when the heat comes on in the rest of the place. So yes it was probably cold.

Would you bother to respond to this guest? Or just make sure future guests don't turn it off? In almost 200 stays this is the first person who has not figured it out!

[Kelly149]

@Laura2592 I'd reply back in msg thread to guest, but you know I'm wordy like that! syrup, apologies, and oh, if only you'd have spoken up....

"oh, dear, yes, of course you were cold, the baseboard heater for that room was turned off. We always leave that running in the winter so I just don't know how that could be. So sorry for your shivers, next time you're a guest and you think things aren't working quite right, it's always ok to contact a host, we're here for your comfort after all. I hope you stay warm and dry at home for the rest of the winter!! All the best, Laura"

and then give it not another thought... did she leave you $5 on the kitchen table for her movie? If not, maybe being cold was karma

and the review... my word, she told people to pack a sweater for Maryland... in January.. Yah, ok

[Susan1188]

This happened to me when I began hosting.
Guest stayed at Christmas, didn't tell me anything during the stay, and then removed a star and put in review that the apartment was cold and the heat didn't work.
He had it on the wrong setting and didn't message or call for help.

That experience taught me 2 things to avoid this situation in the future:

(1) in winter in my 1st day message I add "the heating system should work perfectly and you should be nice and warm. the user manual is in the guidebook and you can call me if you need help operating it"

(2) I have an online guidebook with videos about how to work and troubleshoot the airco and heat

[Alexandra199]

Oh this sort of thing makes me so cross. Why do these guests only tell you after their stay, that they were cold. If she had contacted you when she was there I'm sure you would have worked out what the problem was. I just wouldn't bother explaining, move on to the next guest.