Help! Help!!

[Ricardo741]

What do you do about a guest like this: The guest cant seem to find anything good about your listing.  Initially win your sympathy and caused and forced you to gave them a heavily discounted offer. The guest finds faults with everything but only will say something when ask a direct question. How do you deal with all the issues reported by the guests when they are unavailable most of the times, during the day and only return late at nights or in the evening. If there is a ceiling fan in each room, plus two mobile fans, but no AC, will you stress your self about the guest's complains about the summer heat? I am almost certain that my review is going to be awful. Will you do a repair such as toiling and compensate the guest for a day or two?

[Ana1136]

@Ricardo741 the first problem is the heavily discounted offer, those kind of guests are never the guests you want in your property. In the future keep your price as is, I am sure you've set it up for a reason. As to the complaints, I am pretty sure you will get a bad review so it is better to have a bad review and at least get paid rather that a bad review and money lost, so no, don't offer refunds. The discount was enough. If they wanted a place with an AC they should have booked one, everyone can see the temperature these days, they knew for sure how hot it was going to get. 

[Ricardo741]

Thanks, I was thinking the same thing. They were trying to cut spending and ended up booking my place. I can just imagine what they would have done if I had AC installed. Perhaps I would have to sell the house to pay my electricity bill. 

[Vanessa830]

People will look at your reviews and even if you do get a negative review, the positive ones will outweigh it. People reading the review will know that the reviewers are fussy as we've all had difficult guests. As long as the amenities are clear in your listing (maybe from now on you could state there is no air con but there are fans provided) then no, the guests have already had a discount and even refunding them would be an admittance of blame on your part and I do not think you are to blame. Like the last commenter said, you are likely to receive a negative review from these guests whether or not you refund them, because that seems to be the type of people they are.

[Ricardo741]

You are definitely right because I would loose a lot of money and ended up being given a negative review. What make matters worse is that the guest even have people on the property that is not on the guest list. 

[Linda108]

@Ricardo741     I agree with both @Vanessa830 , @Ana1136  regarding discounting and refunds.  As you are  just getting started in this listing you are doing many things correctly but perhaps now is the time to tweak the listing a bit.

You have 48 pictures, most of which are about the surrounding area and few about the interior with enough captions.  Potential guests look a pictures along with reviews after selecting search criteria.  You can use the captions to highlight important issues.  For example, you have a picture of a fan.  Add a caption that reinforces no air conditioning but plenty of fans for the authentic island experience.  

Now is also a good time to increase your understanding of what travelers are attracted to your listing.  Be sure to ask guests why they are visiting your area and other expectations they have.

Check out your competition pricing and until you have at least 10 reviews keep the price at least 10% lower, but plan to increase after you have enough positives reviews.  Good luck and welcome to the CC

[Ricardo741]

I love the line where you mentioned authentic Island experiences I will definitely cut and paste that portion in particular. thanks 

[Mark116]

@Ricardo741   I echo what others have said, most of the time guests who demand a discount, especially getting a large discount, are trouble.  They have already bullied you into the discount, and so will often continue that same type of behavior.  So, I wouldn't consider any more refund.  You could write in your listing that there is no air conditioners as future protection.  Just remember that when responding to a review you are talking to future guests who will read it.  Lastly, I thought some of your photos are a little dark and fuzzy you might want to retake them.

[Ricardo741]

thanks man I do appreciate the info you gave me