Hi everyone,
This is Eeyhum, I just wanted to ask if anyone here experience a guest who wants to reduce the stay after he/she checked in?
I have a small studio unit 18.41 sqm in size, I clearly mentioned it in my listing description and posted an actual photos of my place. Now my guest said he is not comfortable staying at my place and he wants to reduce the stay from 7 nights to 2 nights which I declined. For the following reasons;
1st before he confirm his booking he requested a $20 discount, which I granted happily.
2nd, after he confirmed his booking he told me that he is arriving at 7am. My standard check in time is @3:00pm. Hence, I told him that I have a guest checking out on that day therefore I cannot let him check in that early. Instead I promised to let him in @11:00am. Though I told him that there is a lounge area and a lobby area where he can stay while waiting for the room to be ready. I told him that @9am my assistant will meet him. Unfortunately my assistant was stuck in the traffic due to car accident. I was constantly communicating with him that she will be late, I even sent him the pictures of the vehicle. To cut the story short. My assistant arrives in the building @10:30am and he was able to check in @11:30am. I am 30 mins late from what I promised.
3rd, The Building Management of my condo unit has a policy of registration (Move In & Out clearance) which requires the signature of the guest. I sent him the form for his signature before his arrival and requested him to sign it and send it back to me so I can process the clearance in advance. However he didn’t send it. so I told him if he cannot sign and send it back to me. he can sign the form upon check in.
4th, for morethan a year of hosting, I only received one (1) complaint of wifi issue which my other guest mentioned in the review. Hence, I immediately send my wifi device to my internet provider to check what was the issue, and I was told that it only requires restarting so the technician did and my wifi is working well again. So my next guest after the guest who complained about the wifi never had a wifi issue. Thus I was confident that the wifi issue was resolved. So when this guest (the one who wants to alter the reservation) asked me about the wifi I told him we actioned it already and the wifi is working well now.
Now he was so upset because he arrived in the building @7:40am and he was only able to check in @ 11:30am. Plus he thinks it is stupid to have a clearance form. Which I politely explained to him that it is for security purposes of the guests and it is the building management policy that my guest and I have to comply with.
When he checked in, he complained the size of the room, he said he is really disappointed of the room as it is very small. i told him that the measurement of my unit was clearly mentioned in my listing description. Plus he can read all the reviews of my guest that my unit is small however it is great, cozy and clean.
The next thing he complained is the wifi, he said it is very slow. I told him that it is working properly. And for morethan a year of hosting I only received 1 complaint and I resolved it immediately. He send me though a screenshot of the wifi speed, it was not so fast but still working. Because we can still message each other.
In my opinion, he got so upset about the waiting time, which I cannot control (accident) however considering that my standard check in time is 3:00pm and he was in the room by 11:30am. I think me being late by 30mins of what I promised is considerably understandable because of the accident.
I was very kind to let him check in without additional charge and on top of that a total of $20 discount.
I felt that he is being unfair and trying to use the situation to take advantage.
Please if anyone have this same issue appreciate to receive your opinion.
Thank you all 😊😘
Regards,
Eeyhum
