I just recently had a terrible experience with a guest. I went above and beyond, providing extra sheets for pack and play, high chair and more... Well here goes. They sent me a message on the evening of check in asking if all bedrooms had TV's because they had not seen it in the description or pictures. I kindly responded, no they do not but offered a solution to using the bluetooth speaker to hook up to a computer if they brought one. They responded "aww wish I woulda known before I booked." Welp, not much I can do there so I responded that I would happily take this as a recommendation.
Originally, they asked for a 12AM check in when booking. I told them not a problem as it was self check in, they can arrive when they'd like. I had an event to go to that night and was watching my phone to make sure I missed no messages. Well hours before they were due to arrive I get some pretty nasty messages they can't get in, followed by a phone call. It's user error as I check my lock log and see they were unlocking and then pressing the button to unlock twice which essentially re-locked the home. I wait while they finish yelling at eachother and unlock the door remotely for them. I follow up by sending a kind message to check on them, I reiterate the lock instructions but I see them coming and going as normal - no issues with the lock. No response.
They checked out today and followed NO check out rules. They even left full meals made on the stove, burnt pans, used the crockpot and left it full of food and left a huge pile of dishes, used white towels to clean up the floor...it's pitiful the condition they left the house in.
Now I see they left me a review almost immediately. I fear their user error with the lock at check in and disappointment with not having TV's in all bedrooms that they have hammered me despite our happy communication prior to all of this.
I'd like to review them honestly but I just hate that if I don't review, there's of mine will not reflect the value I provide. How do you handle this situation? Would you send the guest a message before leaving a review to guage how they may have left one for you?
