My lovely friend Janine, I can truly feel your emotions. I recently went through a similar experience, but we must stay consistent — after all, we’re dealing with humans. It’s not easy to please real, grown adults. I often remind myself that even making a child happy can be difficult, so trying to make adults happy is certainly a complex task.
These guests come from different continents, beliefs, expectations, and completely unimaginable mindsets.
Let me share a quick story: one guest called me at 1 AM saying, “I just checked in — where’s the switch to turn on the lights?” I replied, “My lovely guest, it’s right next to the door.” He said, “It worked, thanks.” Imagine his situation — he had just finished a long drive, was exhausted, and simply wasn’t thinking clearly. He still gave me a good rating.
Another guest arrived around the same time and asked the same question. I said, “Just look on the wall — it’s a big switchboard, clearly visible.” He didn’t respond but left a low rating the next day.
I’ve learned that when a guest arrives at midnight, it’s best to speak softly and kindly. These small gestures come with hosting experience and a deeper understanding of people.
