refund and bad review

[Marcia102]

I have some guests who just checked in last night.  My pictures are current for everything in the apartment.  In fact, I have even made some upgrades.  So this morning, I sent them a text message at 0800 making sure they got in okay, etc.  No response.  I then gave them some more time and called them at 1100.  I received a text message back stating that they had just woken up.

Then I checked my email and found an email along with a voicemail from customer service stating that there were some issues with the apartment.  I called CS back and what they told me was that the guest had said there were bugs in the apartment and it was disgusting.

The apartment was vacant for one week, and I spent that entire week cleaning and updating.  All the floors were washed, the bathtube was cleaned, carpeted floors were vacuumed, etc.  This person has had this reservation in for about 3 months now, and he is now askiing for a refund.  He was supposed to stay for one month.  Because he has had the reservation in for a few months, those dates have been reserved for him and I have not been able to book anyone else.

Any suggestions?

[Marcia102]

HI Annette:

I too wish you could just pop over and help me.  I know the apartment needs some help, and I have been trying to update things and piece things together but it doesn't seem to be working.  Also, I know it needs some color, but I'm not sure where to start.  I'll stop down to the apartment today and update the pictures. And, yes, I did change the bedspread.  

[Marcia102]

Hi again, Annette:  I went back and looked at your listing, and here is what I see.  What you have is just a normal dwelling, nothing fancy.  I'm comparing yours to mine, and I've looked at others as well.  I noticed that you don't have a matching set of lamps in the living room, but you do in the bedroom.  I've noticed this on other listings as well.  My thinking, is that I have to have everything matching, which isn't really the case.  I also noticed that in your bathroom, it looks like you have wallpaper on the walls (which in my opinion there is nothing wrong with) and a bathroom vanity and faucet that isn't really new.  I just have this feeling, that with mine, no matter what I do or don't do, somebody would find something wrong with something, and that is where i"m afraid to change anything,  

In my kitchen, I have the knotty pine cabinets with a flooring that is yellowed from age.  I also have flourescent ceiling lights which I'm wondering if that is giving off a yellow hue.  For instance, this past guest, made comments about a "dirty, dated toilet seat" which  the toilet is a fairly new Kohler toilet and the seat is not dirty and dated.  I still can't figure that one out.  Yes, the walls are  brown color.  But I have a cultured marble tub surround which was not inexpensive, and bathtub is clean with new tub caulk.  He also made comments and complaints about "the kitchen and bathroom were dark and dingy."  Do you think I should change the living room flooring and the bedroom flooring?  The living room is a greyish berber, and the bedroom an older orangish/brown shag.  I know it's dated,  The other bedroom has hardwood floors.  Thanks so much for all of your help.

[Annette33]

@Marcia102, forget about that one guy who complained about the toilet seat - he's history now, and probably one of those guests who just whines.... So true, I don't have a "fancy" set up at my place either, yet I get nothing but 5 star reviews all across the board. I contribute that to:

1.) everything is impeccably clean and well taken care off, at all times.

2.) No extra stuff is on kitchen counters or bathroom, just exactly what is for the guests to use and to enjoy.

3.) any time I get a suggestion, I either use it or dismiss it. Like the suggestion for black out window shades or having a full length mirror somewhere, I did add those things, but when one time a guy mildly complained about polyester sheets, I gently reminded him that I i only use high quality cotton sheets. On my own I exchanged the old TV for a new 32" LCD from Costco, just cost me a bit over $200, but helped to update the place a lot.

4.) I meet and greet guests personally, mostly just for 10 minutes, giving them a tour of the place and making them comfortable. I think that is a biggie, so my guests feel well taken care off, yet after the introduction I leave them alone and respect their privacy, after having it made very clear that I would want them to contact me asap if anything is missing or not just right. and I think I have figured out the perfect balance.

5.) I have nice goodies in the fridge for a first breakfast, including cut up fruit, muffins, etc.

6.) Towels, sheets, bedspreads and pillows are of very good quality, I wouldn't skimp on that - guest will feel pampered. Same for soap and toiletries: I would not offer the cheapest from Walmart, but for just a bit more you create a totally different impression. So instead of cheap bath gel, I have Neutrogena Rainbath.

7.) Color is important to me to create that friendly, inviting atmosphere. I don't like too many "loud" or big patterns on anything, always looking for that balance to not be "too much" but neither be "boring". Browns or beiges are boring to me, no imagination. Brown can easily be  so drab... So I'd like to encourage you to  just play around with colors and stuff a bit! If you don't like it, just undo it, until YOU are happy with what you created, i.e. having given it your personal stamp. 

As a general guide line, if the walls or floors are busy, then I would balance that out with solid colors, like in my bathroom (I don't like the wallpaper there, leftover from the previous owner... will probably change that sooner than later to solid white) so here is how I make it look friendly and inviting, playing at most with 2 or 3 colors, no more:

Good observation about the no matching lamps in my living room: IMO, in a living room that is perfectly fine, though in a bedroom, to make it look cohesive around the bed I'd prefer matching lamps. Specifically about your place:

1.) I personally would postpone doing anything about the kitchen floor,  it's okay and the cabinets are very lovely! I would however put a nice tablecloth on the table and exchange the triangle valances over the windows, as well as the valance over the door  to something with a bit more pep. (like on my futon sofa above, it was a cream linen, prone to spots and starting to look a bit worn, so I made and sewed the red cover you now see, tiny pattern, cost me just a few bucks..). Also, put flowers or a welcome fruit basked on the table. If you are not there personally to welcome people, how about a short sweet note? I got that on my last outing as an Airbnb guest and it impressed me. Most important thing: all extra stuff needs to go, counters spotlessly clean, then take new pictures.

2.) living room: To me the gray carpeting is totally okay, as well as the couch and lounge chairs. Build on that and pep it up with some lovely pillows, place them just right, have some contemporary decorations/pictures on the walls, perhaps a casual coffee table in the middle, replace the TV? In case you buy new stuff, the trick is to be cost conscious but not get obviously cheap looking stuff. Ikea is pretty good! and when you then take pictures, place the pillows just right, certainly no pictures with stuff on the lounge chairs, etc..that just creates a sloppy impression.

3.) master bedroom:  the most disappointing area. Yes, if any flooring needs changing, it is the carpeting in the master bedroom, that shag you have now really would bother me, totally outdated and can create the impression of being unhygenic, but that's my taste...have generous nightstands and lamps on both sides, not just a flimsy something. People might want to read in bed, make sure that is easily possible. I personally would do new curtains and bedspread: no polyester, but nice cotton or linen, makes it look classier and more "expensive", and prep it up with some cute pillows. again that's my taste. and some friendly pictures on the wall...

4.) the second bedroom: love the teal comforter, just hope that the spots I see on it are not in the fiber but because of the picture taking. Add a pillow or two. Again, the night stand and light is a bit flimsy, doesn't look generous but "cheap". Hardwood floor there is great! Living room and bedrooms: the curtains aren't my taste, if they express your taste, fine, don't do anything. But if you also think they could be improved upon, get some advice and help on that, as curtains and window treatment can get costly - but it will make a dramatic difference!

And now, contemplate all this, get inspired - and go for it! You'll do great!

[Marcia102]

Okay.  I'm a little confused about the master bedroom.  I know the carpeting has to go.  Prior to this last guest arriving, I pulled up one of the corners to see what was underneath and found that there were what I believe stick on tiles over hardwood flooring.  So that leaves me with two options:  either have someone pull it all up or put different carpeting on top.  I just did change the  bed comforter and the curtains I just purchased new from Penny's.  When I was in Penny's I was asking the clerk for different suggestions, and she said that if I have blinds on the windows, I should go with a sheer.  That's why I chose what I did.    I'll change the kitchen curtains and certainly take your other suggestions seriously.  I'm meeting with an interior designer today and will see what suggestions she has.  Thanks so much.  Any other advice, please feel free to ad.

[Annette33]

@Marcia102 , about the bedroom carpeting: I would rip up the shaggy carpet, plus the stick on tiles and see if the hardwood floor can be rescued/refinished. Might be cheaper to just get down to the hardwood floor, then put imitation wood flooring or tightly woven contemporary carpeting (neutral color)  on top of that. then nice, contrast floor mats with a small pattern on either side of the bed. To put new carpeting on the existing carpeting now is not advisable.

about the curtains: whatever a Penney's clerk tells you is no better than your or my opinion on the matter. Sheer curtains don't do anything for me, but to save money, as blinds are in place, I would  put two panels of fabric curtain material on each side. At my place I consciously left it with just blinds, but only because the views are gorgeous. still, I have a valance across the top. If I didn't have the views, as the blinds themselves are nothing to emphasize, I would have put some color/tapestry panels on each side.

Great that you  are going to meet up with an interior designer! But always, follow YOUR taste but have him/her help you "translate" your taste into something good looking. 

Good luck, looking forward to coming back and seeing new pictures 🙂

[Marcia102]

Hi Annette:

If you don't mind, I would like to ask you a few questions yet.   Should I give this man a refund?  He is emailing me again.  In one of the first emails I received from the other company, it stated that his complaints are attached to my listing.  I have not seen them yet. Also, in one of the replies that you posted something about attracting the right kind of guest.  How do I go about that?  Thanks

[Annette33]

@Marcia102 , (note how I use the @ symbol,then select the right person from the profile pics that pop up = that is the best way to directly talk to someone here, otherwise it easily gets lost in the shuffle. Try it!)

I am confident that from now on out you will take things into your own hands and make those decisions that only you can make. All my best for great hosting experiences for you!

[Kelly149]

@Marcia102 Even a marginally dirty toilet seat is too dirty. Get to a hardware store and get a new one. $20. Easy to install. 

All these things that you know and acknowledge aren't great either need to be replaced or all of those things need to be specifically mentioned in your listing so that someone really knows what they're choosing

[Marcia102]

HI Annette:

Again, I'm a bit confused.  I went back and reviewed both listings and they both have full photos and there are no lamps without shades.  Are we looking at the same listing?  Maybe I need to update the listing information but both listings have a complete set of photos.    

[Linda108]

@Marcia102  I see the same picture in your duplex listing, picture number 12, no shade on the lamp.  I think @Annette33 has made good observations for your consideration.  I know my listing is always a work in progress and have to up date pictures from time to time.  

[Marcia102]

Thank you.  I'll take a second look.

[Helga0]

@Marcia102, I don't want to add long lists of ideas, just a few, which could be helpful to change the look for your new pictures:

it helps, if you define space. I can't look it up now on the phone, but I remember the impression off rather spacious rooms woth couches on the far walls and nothing in between. The couches all rather bland, the old one with a sorry looking spread over it - hence @Annette's cry for colors. 

You can get cotton tissues in bright colors for very low prices, fi at Ikea. They can be washed easily, used as a spread, to wrap in on cooled evenings and to use as a light cover. 

Get one or two and put one really tight fitting on the older couch. Ikea has colorfull cushions two, the cheapest for under 2 Eiros, probably similar price at your place. You can use different colors or a contrast to the cover.  

You could put a cheap new carpet before the couches, even if you have a carpet floor, just to define the space and cover a few spots, if there are. Take washable one. 

[Helga0]

... sorry, the bug got me. Try to correct spelling is a cutoff. 

Alternatively ir additionally you could get a cheap couch table (if you have one, I can't remember it) and put some books on it or flowers or apples. 

Take a picture of your pots and pans in the cupboard or on the counter, that would answer the complaint and tell the next few guests wondering about it, what there is. 

Personally I would not block one listing if the other is rented. You hear some noise? That's a problem??? It's just living in a town or in a building with different units. We just had a talk between neighbours about one neighbor entertaining us all with a bulding site afor 3 months and the son lives to party till morning, when the parents leave for tge weekend. But she complains about people talking in the garden, the neighbor in front opening her windows during the heatwave and the tv sound of an apartment two floors over hers. She was really surprised that sound does not travel one way, we hear her nouse too. Selective hearing and a hypersensitivity to noise. You can't base your business on sensible people like that. 

What I believe too, what Annette said, your way of presenting your place attracts difficult people. It the signal is Cheap, Owner not proud of the place and Owner a bit helpless and easy to bully. You need to change that to get nicer people. 

If you put up decorations, even posters from the tourist office or junk from a thrift store, it makes a statement: The Owner defines this space. It's not a zone without law." 

Put up some new junk from Ikea, ah not hunk, desig objects at hardly higher costs, it makes a different statement The owner shows her personal style. She is proud if that style. 

Would work with other styles too, something esoteric and 2 candles etc. 

I guess the Ikea stuff would attract the easiest guests. 

[Marcia102]

HI Helga:

No problem at all.  I appreciate everyone's help with this.  I do agree with you on "owner not proud of the place and easy to bully,"  etc.  It seems to be happening in my personal life as well.  I will take that to heart.  Sometimes I feel like I have "abuse me" written straight across my forehead.  I had a brother in law that bullied me to the point that I had to stay away from family gatherings because of it.  I know have someone at work who is bullying me and is very demaning.  But that is for another time.  I'm going to look at Ikea and see what I can find.

[Marcia102]

Hi Helga:

Thanks again for your suggestions.  The older couch has now been removed.  I am going to try and update my pictures today.  I just sent another post to Annette a little while ago, and appreciate everyone's help with this.  As I mentioned in the other post.  I know it needs some help, I'm just not sure where to start.  I've tried to change the older things out and go to some newer furniture, but I keep on going back to the browns because they're safe.  I'm afraid if I do anything too wild, it will outdate quick or someone will still complain about something.  This past guest complained that the "toilet seat was dirty and outdated" when I had just cleaned it inside and out the day before and it has been a new purchased Kohler within 5 years.