Hi,
I've been hosting now for about 4 years. 99.9% of my reviews are positive and I love corresponding with my guest, but there is this one now that has gotten under my skin.
She and her friends had a lovely time at my place she said, but when checking out she called me saying there was something wrong with the washer machine and it was leaking. I asked her to shut the water off to the machine and I was on my way.
When I arrived, the guest were gone and the cleaners were already there. My cleaners told me that they pretty much flooded the laundry/bathroom. We had to rewash all the linins and towels. We could not recreate the "leaking" with the 4 loads of wash we did and we chalked it up to, that they overloaded the washer and it flooded. I've done this in the past, so I know it can make a mess.
Besides that, they left an excessive amount of trash, which I normally wouldn't mind, but per my check out procedures, the recyclables are to be separated out. They weren't, and I spent an hour sorting through 7 large bags of trash in 90 degree heat so I could take it to the dump.
I tried to charge her for the added cleaning required. She, of course fought back, stating "oh I wasn't going to say anything, but their were bugs in the bed, your windows were jammed....." and some other things. We went back and forth and nothing got resolved. I decided it was more aggravation than it was worth. There was no damage, just time lost and I told her I was just dropping it. Before I tried to charge her, they had wrote a in my guest book how much fun they all had too.
Well, a week later now and I get a notification that she wrote a review. I can't read it yet, but it's killing me that she more than likely wrote a scathing one.
I hope to write a response to it, but it just kills me 'cause I take this very personal. I'm very open with my guest and tell them to text me any time during their stay if they have any issues or questions. Stuff she was claiming after the fact are 1. false & 2. could have been resolved if she had texted me. (she clearly didn't know how to operate a washer or open a window).
How do you all deal with guests that make false claims or just aren't the brightest bulbs, but know how to press your buttons?
99.9% of my guests are wonderful. I just keep telling myself that.
Is there any way to have a review removed due to false claims?
I appreciate your feed back.
Noreen