How do you review a guest when we have requested money (and been paid)?

[Jim-And-Rebecca0]

We filed a complaint because the guest misrepresented the number of guests in her booking. We charged an extra $100 for the extra guests and a pet. I do not know whether to give this guest a review. If I do, what do I say?

[Jonathan6]

In my mind you have a few issues to think about, but I always put it in the context of "Would I host this guest again?".

You are part of a community of hosts and it's important for hosts to get feedback from other hosts on their guests.  You are also running a business and a poor review will most likely not create a repeat customer.  This is the inherent flaw in the ABB model, the community wants accurate reviews, but the host wants repeat business.  There are things you may tolerate as a cost of doing business that other hosts may not.

The simple answer is to be honest in a constructive way.  A review for this guest that states “Bob was a great guest, after a misunderstanding on the number of guests he quickly responded by paying the additional fee, we hope Bob comes back again”.

If you think this guest was trying to pull a fast one and you don’t want Bob back again, it’s your obligation to notify the community of hosts.

Hope this helps…

[Jim-And-Rebecca0]

Hello Jonathan,

thanks very much for taking the time to reply! Your advice is very helpful! You encapsulated the problem with the ABB model precisely.

I will use your suggested phrasing when reviewing this guest.

Again,

thank you!

Rebecca

[Gerry-And-Rashid0]

@Jim-And-Rebecca0

Take a step back - did they mispresrent on purpose? THe default is one guest - we have a number of guests who just don't see that drop down button. We alwasy confirm back - 1 guest for x number of nights - and on a few occasions they have said, no, it;s two. They were embarrassed and more than happy to pay the correct amount.

If you think it;s more than an hoinest mistake and they paid up straight away I would be inclined to give them the benefit of the doubt.

[Terri38]

It may be a genuine misunderstanding.  I had a recent guest who turned up with a travel companion.  The booking was for one guest.  There was a language barrier and he was genuinely bewildered when I pointed things out to him.  "I book" he said, indicating himself. "One guest" he said, indicating his friend.

My room sleeps two and I charge for the room not per guest, so 'No harm, no foul'.

[Fred13]

If they made an innocent mistake, and were more than willing to pay without any hassle or attitude, and didn't put you out any - than everything turned out perfect. Right? Was the pet the tricky part?