Guest leaves 4 stars

[Muslim4]

I tried my best for the guest who arrived with a short notice (1-2 hours before check-in), but then was late despite I went to the property to wait them. So, I needed to cancel the job interview because of them being late, and had an argument with HR manager. Furthermore, that guest was under a special offer (almost 20% discount) and later asked to extend the reservation keeping the same discounted price. I agreed, but was disappointed because they left the apartment in an unsatisfied condition: some pieces of furniture were moved despite it was written in House Rules that it's forbidden to do that, the property was unclean.

The guest was very unpredictable: on the day of the arrival she changed her mind whether to come or not a few times, then was late, but before she was rushing to meet her as soon as possible.  

Despite being so disrespectful, she left 4 stars complaining in a private note that the bathroom was dirty. Which of course is just an excuse to decrease the rating. However, I left 5 stars in common, and only 4 stars for not following all rules. Now I think they barely deserve 3 stars. I would perhaps understand her concern if I rented out to her for a regular price, there was a smooth check-in and she went without short notice. But I really tried my best and offered a significant discount, so I didn't expect such a negative attitude from them.

What do you think about the guest? What would you do differently?

[Marie8425 · Accepted solution]

@Muslim4 

I think the question is was the bathroom maybe not as clean as normal?  Yes you were  rushed and trying to accommodate.  If trying to meet a Guests request will impact your presentation, less time to clean. I would make that clear before accepting.  

As to her rudeness in communicating time changes band such.  I would of dinged on communication.  I use a standard phrase Lack of communication caused a minor or major inconvenience.  In your case major.  I think other Hosts do deserve knowledge but not all the details.

[Muslim4]

@Marie8425yes, that's right. Thanks for sharing!

The bathroom was as clean as it has always been. Once guests complained there was some dirt in the bath itself, but they did it on their arrival, so I honestly admitted that because of the short notice I had significantly less time to prepare the apartment.

[Zheng49]

What I would do differently is not offer a significant discount in the first place. 

Any time your prices are lower than the other listings in your area, you risk inviting undesirable guests into your home. These are typically hard to impossible to please, and may leave you a negative review at the end of it all (or cause other guests in your home to leave you a negative review).  

Your logic of giving you a good review because they received a big discount is a fallacy. It actually works the opposite way of what you would expect.

Furthermore, by offering a significant discount, you also increase the likelihood of scaring away high quality guests that would otherwise book your listing. 

[Muslim4]

@Zheng49agree with you. That was a bit controversial because, as I mentioned, they booked under a special offer, so when they were extending it they asked for the discount again (same price level). Yes, I had to disagree to decrease the price when they ask to extend.

You are right, price is like a filter. However, in general, setting a higher price might result in less bookings. So it must be reasonable, not too high, not too low.

I'll keep your suggestions in mind, thank you!     

[Jennifer1897]

@Muslim4 Unfortunately you are going to encounter some guest that are never fully satisfied despite you bending over backwards for them.  It sounds like you made the attempt to appease her by taking the reservation last minute, being present for her arrival despite her tardiness, and extending a discount. 

The best thing you can do in these situations is leave honest reviews. This allows future hosts to be aware of potential behaviors or problems. Sometimes it also allows the guest to be more aware, as some individuals are oblivious to their uncleanliness or inability to follow direction. 

Here would be my advice for last minute reservations. I take them on a case-by-case basis, and I am very specific about the check in time. This allows me to not feel rushed and assure the accommodations are ready. Before accepting I typically send the following message "Hi XYZ, thank you for your interest in my accommodation. While I would be happy to host you, given that it is a last-minute reservation I wouldn't be able to check you in till X time or between X-X time, as I need to assure the home is ready for your arrival. If this is ok with you, please let me know and I would be happy to approve your request. "

Everything else aside, price should not affect the accommodations standards such as cleanliness. Just because a guest received a discount doesn't mean they should expect or accept less than what is advertised. 

In the end you have a right to accept or decline requests as they come. In the future if you feel someone is difficult from the get-go (Ex changing their mind constantly or not committing to the reservation) trust your instinct and decline them.  

[Rebecca]

Hello @Muslim4, 

I'm really sorry to hear you have had a challenging experience with a recent stay.  @Jennifer1897, @Zheng49 and @Marie8425 shared some great advice with you based on this experience. What do you think of their suggestions?

I hope it helps you going forward, but do let us know please! 😊

[Muslim4]

Thank you so much @Rebecca ! Yes, the colleagues suggestions are always precious! I'll definitely follow most of them!