Demanding Guest Advice

[Diana320]

I would like to get some input from this community.  I have a renter for five weeks.  She has been here for three nights so far.  She has had lots of requests for things....and now, she is asking us to buy her a mattress topper for the bed because she has back and neck problems.  She says the mattress is too firm and she is not getting used to it.  At first, I thought, okay.  But she is so demanding in the way she asks....what do you all think?   Should we buy the mattress topper for her ($120)?   What do you think?  Just got superhost status and don't want to lose it.  

By the way, other renters have told us that they love the mattresses which are about 1 year and 1/2 new.

Thank you for your help.

Diana

[Emilia42]

@Diana, I have to agree with @Ben. I don't think the demands will stop. She will always find something. It's probably best to put an end to this now. If she truly wanted a choice of mattress, 24-hour lite entry, a maintenance department, and hot tea everyday to her liking then she would have booked a hotel room. 

[Linda108]

 @Diana320  What a lovely entire home you have listed.  I am familiar with your area and it is upscale and convenient. Do you usually have guests staying long term such as this guest?  Or, do you usually have guests for less than a week?  Long term guests usually have different requirements and it is not unusual for there to be "demands".  It appears you are charging about $9000 for the month if you do not have a monthly discount, right?  

Over the years, I have found that guests' "demands" either provide much needed guest perspective or alert me to additional rules/clarification I need to provide on my listing.

In this case, since your listing revenue is pretty high for the long term guest, it might be smart to have a bed topper available for guests or provide additional lighting for the older guest that may require more light to see at night.

BTW, your response to a slightly negative review was quite defensive and off-putting to a potential guest.  While it is evident that there needed to be additional communication and the guest was not sensitive to your check in time, you didn't need to air all your complaints in your response.  Your review of the guest already provided that feedback and it does not show you off as the caring professional host you must be.  Your audience for the review response are potential guests, not the guest who has checked out.  If you are super miffed by a guest review, you might take time to respond and make use of the host forum to formulate a response.  

[Diana320]

Hi Linda,

thank you you for your honesty. 

We charge 50% less for a monthly rental.  

But we decided in the last couple of days that reduce that discount to about 40% off. 

Anyway, I agree with you regarding my angry and defensive review that one time.   

I  regretted posting it while upset (a lesson) but couldn’t take it down after posting. 

Lastly, after reading your response...input, and after the handyman confirmed that some her concerns did indeed need fixing (he fixed them), I decided to buy her the mattress pad.  I feel better and she is very happy. 

It helped so so much to get all this feedback and support here. 

thank you everyone. . 

[Ben551]

You're a great host @Diana320 and running your Airbnb like a good GM should; learning as you go and not being afraid to learn. If buying that topper makes you feel even a teeny bit better about your business, you've done the right thing.  It's as simple as that sometimes. 

These things are easy for others on the outside, but it's bloody hard when you're right up close.  Plus, this is your home not some hotel... all that much harder to decide what is best... folks who say hosting is all flowers and rainbows are either wrong or stupid... this stuff is hard sometimes!

I reckon your lady will be very kind when she reviews your place 🙂

[Diana320]

Thank you for your insight and kindness Ben. 

[Michel-and-Theresa0]

I think your review of that guest was fine and wouldn’t put off a potential guest.  I’m glad that as hosts Airbnb gives us the last comment 🙂

[Diana320]

Thank you Michel and Theresa 🙂

[Jo461]

I agree, I have felt so defensive at times, especially if they complain about something that they didn't tell me about when i was there! But sometimes people are shy....About check in times, just get used it now!!! They are always changing them at the last minute!!! On a day a guest arrives i am always prepared that they will ask to come way sooner or come later with short notice, this is just something to be accepted so leave your schedule free and be prepared or have available someone else that can let them in, then meet with them later or call on the phone. It's just unavoidable!

[Sandra126]

I have bought a topper after a few guests said the bed was too firm. Foam, wasn't expensive. I leave a stack of teatowels, they can use however many they want. Those things are not an issue. For the price, even at a  discount, I think a few demands can be met. The improvements and fixes will perhaps be in good stead for future guests. But since you have more than one bed, could she choose a different bed in the house or are they all equally firm?

[Kris76]

This sounds all too familiar. Unfortunately it’s impossible to please everyone all of the time - everyone has a personal preference (some will find it too hard / some too soft) - my suggestion would be to put a note on your listing (mattress is medium soft /hard etc) this will give prospective guests the information in advance and will prevent unexpected surprises.

Ultimately there are things that are out of your control (like personal preferences of guests) however, all you can do is maximise experience for your guests and give them all the information they need in an easy to access way. For example I use an app called Guest** to house my house manual, which cuts down on queries and can be sent to guests in advance of when they arrive.

hope this helps!

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[Sandra126]

Ok @Kris76, I had to look up this app of yours to see how you fitted in since you mentio it so very often. As a co-founder of it I fully understand that you need to market the app every way you can. But, perhaps hijacking all these posts in the forum is not the best way. Maybe if you started a post of your own, saying Hi, I am Kris and I have made an app which I think will really improve your life (if that is what it does) it would be more appropriate.  Less underhand.

[Huma0]

@Diana320

I'm glad you seem to have found  solution. While I agree with some of the other posts that a demanding guest can get out of control if you don't put your foot down (give them an inch and they take a mile), other times it can be an education on how to improve your listing. It really depends on the demands.

I prefer a firm mattress myself and that is usually what you will find in a 4 or 5 star hotel, and I stay in many of them for work (although they usually have annoyingly squishy, soft pillows). However, early on, one rather demanding guest who was also a host, complained about the mattress, amongst several other things. I ended up buying the thickest mattress toppers I could find for all three of my guest rooms. In fact, the only bed in the house that hasn't got one in is mine!

I have not regretted the investment for one single moment because my guests all love how comfy the beds are. I know that people seem to vary wildly in their preferences when it comes to mattresses, but I have found that the combination of a reasonably firm mattress (and it doesn't need to be super expensive) plus a extra thick topper is a winner with just about everyone. I bought my toppers using online voucher sites so got them at a great price (around £30 each instead of £120+). They are also machine washable providing your drum is large enough, otherwise can be washed at a laundrette.

To accommodate the variation in pillow preferences, I put four pillows of different kinds on the beds so that guests can choose which works for them. This includes variations in thickness, feather, synthetic and microfibre.

Anyway, I would not be changing the kettle, knives, adding tea towels etc. if all this stuff is fine with your other guests, but I do think making beds more comfortable for more people is something worth spending money on. Good night's sleep = good mood = good reviews.

[Diana320]

Thank Huma.  I appreciate your thoughts and sharing your experience!

best,

Diana

[Diana320]

Thank you Sandra.  Same mattress on both beds...but there is a very cushy topper there now for the king bed.  She said, "thank you!!" but I haven't heard back from her if she likes it or not and I'm afraid to ask!! (rolling eyes  and tongue out if I could put an emoji).

[Thomas-and-Damian0]

Sorry but I would tell her to get her own mattress topper or in other word tell her to F.... off.