Not reading the informations and details about the place guests are booking

[William52]

Its starting to be VERY frustrating, few of my guests are complaining that there is no air con in the rooms, or that there are mosquitos...or even check in in the middle of the night. They want to leave, they want refund, and they are also angry.
I feel i have written all the details and infomations about what people should expect when they come, but i am not succeedding. Despite the fact that they dont read, in every message i even tell them to pls READ accurately all the informations and to print out the reservation page.
Of course they expect things that are not in the house or room, they are frustrated, and in exchange we also receive negative comments that are totally unfair.
We also reduced the rates because its low season, but sometimes they expect Hilton rooms with all the amenities...
Any recomendations?

[Mia0]

Hi,

I also sometimes have the feeling some guests expect more than what they pay for.

Also, they are being very very critical when writing reviews.

I don't think there is something you can do or change. Just always try to improve your listing with the essentials that are missing now.

Happy hosting,

Mia

[David126]

Answered the wrong question, anyway on this one I am pretty sure most people who have stayed here have read very little beyond the very basics, and some not even that.

[Ange2]

@William52

Unfortunately that is the nature of a service industry - some people will always complain, even at 5 star Hotels.

I know it's frustrating because hosts get penalized for less than 5 star reviews, even when it's because the guest has not read, has impossible expectations or petty grievances or wants to wrangle a refund or discount.

I suggest that anything that can be made into graphic and posted as a photo do it.

I have a graphic with someone climbing the stairs with "No Elevator" written on it because despite the fact it is written more than four times in my listing people still expect an elevator.  The photo seems to have reduced that expectation, although I still get a few who have read nothing, haven't looked at the photos, think I am in an entirely different neighborhood, and that I am a hotel.

I also copy and paste the whole description, sometimes even the amenities offered, into the body of the message I send them when they make a request:   Staying  "Please read the whole description and amenities offered and take a look at the guest reviews. Let me know if you have any questions."   This seems to make them read it more often and makes them take responsibility for their choice or at the least have less of a leg to stand on when complaining.  I have had 90% great guests,  the few that complain I accept as c'est la vie!  You can only do your best.

Aside from that I have no other ideas.   Good luck!

[William52]

hi thanks! this is what i did so far: made photos with clear description (with letters not only graphics)
took all the lets say negative comments from other people, things i was not aware but they were right, as well on the descriptions of the house and finally before booking and after booking i always tell them to read carefully. i feel its still not successful:-(
Example: i dont have air con, and its clearly stated. i had a guest checking in and asking for refund because there is no air con. They also leave unhappy pointing fingers to us as if we are the cause of this. Mamma mia! they make me feel like its me who is ruining their journey...

[Denis19]

Most people won't read, they don't want to. Get them to CALL you right after they have booked so that you can manage their expectations. This should take two minutes of chatting on the phone per booking and will make everything much easier..