Guest complaints

[Kellie19]

Hi I’m new to air BnB and have just had our second lot of guests our first family were from overseas no problems. This guest has complained that the sheets had stains on them and the beds looked slept in and some of the rooms didn’t even look like they had been cleaned. Im absolutely devistated by her comments as the sheets were all purchased new as were the towels and I spent 6 hours cleaning and she was also complaining as we only have Foxtel that she can’t watch the tennis she checked in at 3pm and states that they then proceeded to wash all the sheets 

[Matthew285]

@Kellie19, didn't you just post this question on this very same board a few minutes ago?

[MaryBeth22]

I just posted something once and it showed up twice. Technology. Give it a break. That's what you told me, Matthew, in an earlier conversation.

[Kellie19]

Not that I am aware 

[Gordon0]

Hi @Kellie19 - The first thing  to say is your place looks amazing; well done. If - as you said - that the guests were the first to use the house after you'd cleaned it, I'd be tempted to be very robust (but polite) in responding. How is it that they are communicating this with you, and have they left already (I see no reviews). 

Do you still have the reciepts for new bedding etc.?

[Fred13]

@Kellie19Just to add a different perspective. You cater to a high-end market, and I have noticed, many in that financial category oftentimes arrive with an 'air' about them that causes them to play the game that they 'should' complain about 'something', even if it is absolutely absurd and utterly ridiculous. It's a game.

   I get these every so often, and immediately address them with an icy formality and manner that I don't care whether they stay or not, which always surprises them and causes them to lean more forward. Then, and only then, we start to along famously. 😉

[Rene-and-Zac0]

@Kellie19 At $791 a night, you have to be perfect each and every time out of the gate.

That’s a lot of pressure. 

At that price point, guests are justified in being ‘picky’ in my opinion. 

‘You know it’s hard out here for a Host’

[Fred13]

The pattern I have noticed @Rene-and-Zac0, if they are 'rich' and bonafide 'airheads' then they indulge in complaining too readily; if they are 'rich' and the producers of that wealth (usually self-made) they are more down to earth and more interested in good conversation and make for fun guests.