Guest Complaints and reviews

[Georgina277]

Hello I was hoping someone could help me. We had some recent guests who personally complained a lot to me and I’m worried they are going to leave a negative review. I have left reviewing them and it is now day 13 and I am not sure what to do. Can I tell if there is a review sitting there or if I don’t review will hers not be published? 

Our house is beautiful but some people don’t get that it’s a mid century house and see that as a negative. The photos clearly describe the spaces and we don’t hide anything from guests. She complained that the furniture was old and this is true as the house is filled with original Danish furniture and antiques and artworks. She wanted to send me a list of things we needed to do which she hasn’t yet done which is a relief tbh! 

This person wrote to say the deck was so dirty she didn’t want to go out there and said the whole thing needed painting. When I checked with my cleaner who is impeccable she could not find anything wrong which I believe and the deck was only painted 2 years ago. 

The guest then carried on that our place was too expensive but it’s a 3BR house and it’s cheaper per night than renting an on-site caravan down the road. 

We bend over backwards for our guests and at the moment it is very cheap for what it is. Anyway her complaints were unwarranted and I’m worried we are going to loose our 5 stars.

thanks so much!

Georgie  

[Mike-And-Jane0 · Accepted solution]

@Georgina277 A few thoughts:

1) Don't stress overly about your 100% 5* record. You will lose it at some point and it is unhealthy to worry about doing so. Yes its a shame but it really doesn't matter.

2) If the guest had left a review you would have been prompted by now with a message along the lines of 'XXX has left a review leave a review for XXX to be able to read it'.

3) We often worry (I know we shouldn't) about guests who don't seem entirely happy leaving reviews but most times its fine.

4) If she does leave a review your response is critical. Don't rush it but come back here for advice. If you look at our Cedar View listing the review response that we left about 5 reviews ago was crafted with help on here. This 3* review hasn't hurt us at all (but boy did it annoy us!).

[Georgina277]

Hey Mike and Jane,

thanks so much for the reassurance. I really appreciate it! I’ll have a look at your response now.

Yes agree we shouldn’t sweat it so much and agree gosh it’s annoying when people complain about things that aren’t there! I feel like some people expect to pay peanuts and still want the Hilton. 

Cheers,

Georgie 

[Georgina277]

And ps I just read the review and response for your place. That was very well handled and very aligned to what I’m expecting 🤦‍♀️