Complaint about bed size

[Diane1642]

Hi there

My guests were booked in for 2 nights but checked out after one night. I was away in Spain so didn’t realise until my return the day after they were due to depart. 
They had left everywhere clean and tidy and so I posted a positive review on them. Then to my horror on their review they said that the bed was too small. It’s a queen bed which is a small double. I’ve had many couples as well as singles stay and never had a problem. When I got up to date with the outside camera I did notice that they had indeed checked out after one night. I also noticed that the lady of the couple was on the large side. 
Surely this isn’t my fault. I provide what I’ve got and if someone books then that’s up to them. They’ve paid for 2 nights and also complained about the sofas being sideways on to the tv. Sofas can be moved. I’m feeling disgruntled here as I have achieved 5 star’s straight consistently until this.

can anyone relate? 

[Shelley159]

Hi @Diane1642 

I was confused when I read " It’s a queen bed which is a small double".  For me, a queen is larger than a double:

But as you're in the UK, it seems you're correct:

"A queen bed in the UK is 120 cm wide by 190 cm long, which is 4 ft by 6 ft 3 in. It's also known as a small double or three-quarter bed."

Where were the guests from? It's possible they were expecting a 152cm wide bed and were disappointed by the 120cm width (which is what I would call a three quarter, not a queen, and which usually sleeps one guest). Why are the names used differently in different countries, it's so confusing! It looks like you're using the correct term for the region, but now it's costing you in reviews.

In the bedroom folder of photo tour, where we tick the bed size, there are no measurements given as a guide. But if you look at the order of the options, it does look like Airbnb considers "queen" to be bigger than "double", so this may have contributed to the misunderstanding?

[Jatin39]

@Shelley159 What a great information, thank for your detailed clarification it will help me too, to manage my company's Airbnb too in any kind of similar scenario.

[Jatin39]

This kind of things usually happens in case when guest wanted to stay only for 1 night but many host set a 2 night limit, so to avoid many guest left one night early and keep the property in good and clean so they have point to prove for refund by making many excuses which this is one of them.

[Frances3408]

@Diane1642. Hi Diane, your place looks lovely but I thought the guest review was fair. Yes, the bed is likely too small for the average couple seeking a bit of space. Here we consider a Queen 152cm * 188cm like @Shelley159 . And yes couches that dont face the TV- moving them isnt always possible due to their weight and risk to damaging floors.

Perhaps over the years everything seems to have gotten bigger: cars, houses, beds as well as people. If you can, save up for a bigger bed if you want to cater for couples but in the meantime I'd add dimension info to both the listing and bed photo.

Although 4 stars shouldnt be a fail, we hosts get them from time to time. I recently got a very rare 4 from a first timer and the guest only marked down Location and Value- both which meant they could have chosen somewhere else as rest they gave a 5. Knocked the listing off its 5 perch so yes I can relate 🙂