Complaining guest need help and advice

[Jyothsna2]

We are new to hosting and I recently hosted 2 bedroom apartment.  

We have some guests we are hosting in our home who are providing some challenges. 
First guest asked for very flexible check in at 10:30 am instead of 15 :00 pm (usual checkin time) and checked out at 13:00 pm.  (they overstayed for more than 7 hours)
We do provide  Cleaning before and after checkout ..  A guest now is complaining that the kitchen table and bathroom floor aren't cleaned to her liking . This was after 3 hours of cleaning for a 2 bedroom apartment and the prior guests who basically left the apartment spotless.  We clearly advertise ourselves as self catering. With COVID19 it would be risky for cleaners to clean when guests are in the house. As such we have advised the guests that we cannot provide a cleaning service during their stay. We do provide fresh linens. We have provided the guests with all the utensils and liquids necessary to self clean/ vaccum cleaner during their stay incase. 

I received poor review from these guests despite having excellent (5 stars) reviews from prior guests. I think these guests would be better suited to staying in a lodge or hotel. Any sound advise on this? I have offered to refund this guest cleaning charge for the inconvenience.  I cannot come up with another solution.  Curious what you think we ought to do.   

Thanks in advance for any suggestions and replies 

[Anonymous]

@Jyothsna2 Your advertised checkout time is 11:00, so I'm a bit confused at how a 13:00 departure adds up to a 7-hour "overstay." But this is beside the point - the review complimented your willingness to be flexible with timing.

The guest's complaints had nothing to do with the lack of maid service during their stay; they were specifically about the state the home was in when they arrived:

 "Bathrooms were not clean in terms of dirty toilets and build of a lot of dust. Kitchen looked like it was wiped down with a dirty cloth." 

These don't sound like the remarks of someone who's simply better suited to a hotel. They sound more like an indication that your cleaning service is inconsistent. There's no reason to throw money at the guest - the stay is over and the review is final - but what you can do is take the feedback on board and make sure you personally inspect the work of your cleaners between each stay. 

[Jyothsna2]

Hi Andrew @Anonymous  ,
Thank you for your feedback !  I will monitor the the cleaners work my self going forward .. 

I do keep one day space between checkin / checkouts ..   If the guest checkouts today 11:am I allow the next guest to check in next day hence I accommodated the guest with their over stay . 

[Helen3]

If a guest wants to stay an additional seven hours you could have added a charge for this to their booking @Jyothsna2