Guests who have to be right

[Laura2592]

We have a pretty thorough house guide. Guests sometimes just ignore it. Every so often we get someone who reads it and either doesn't follow the instructions or understand the instructions because they have interpreted them in some sort of strange way. Then its a "I don't know how to use this or that." We explain and instead of just saying "thanks! got it" some guests insist on pointing out how we are somehow wrong or the explanation is unacceptably unclear. Couldn't be that a hundred and change other people figured it out and they were just having a moment. Its GOT TO BE CHANGED because ITS WRONG. Lots of ego wrapped up in the interpretation of this insignificant thing.

This is just part of the emotional labor of hosting and I know that--the old adage of "the customer is always right." Still it sometimes just needles me. We are always very accommodating and thank the guest for their input. But do you ever just feel like saying "Its not me, its you"?

[Dale711]

Salut @Laura2592 ,

In my thoughts, I’m forced to admitted  “Guests  is in the top priority! Always right!”
Make it necessary, I’m in the hospitality services  industry, that’s the first rules for me to leaned.

Yet, I’m not the processional of hotels categories fields.

[Sarah977]

@Laura2592  I've luckily never had a guest like that, but one of my daughters is like that. Can never admit that something might have been due to her error, and I have never once heard her apologize.

I also have a friend who doesn't listen to clear instructions. She "interprets" and then does it wrong.

Most of the people who do this are usually highly intelligent, believe it or not. They are so used to being more advanced than their peers from an early age that they aren't good listeners and will gloss over information because they think they "already know". The teachers in a class that daughter of mine was in, that was for kids identified as gifted or talented in some way, talked about that at a parent/teacher night. Among a lot of fun and cool stuff the kids got to do in that class, they also were given exercises to improve their listening skills and make them realize that no, they don't always know what is going to be said or how to do something.

[Laura2592]

@Sarah977 as someone who was in gifted ed throughout elementary and high school I can see where you have a point. But honestly this seems more often associated with "user error" on some kind of electronic device. I won't say its 100% older guests who do this, but they make up the majority. I have had some young professionals also insist that we are somehow incorrect in the use of our devices or in the explanation. It speaks more to me of character and the inability to say "I didn't understand. My bad." than of intelligence. None of us are above making a mistake with something unfamiliar. 

[Alexandra316]

@Laura2592 Yeah, I've had those guests. My favourite was the one who swore up and down that the checkin instructions said to park beside the garage... which I don't have. Hundreds of people have parked and stayed successfully but yeah... the parking instructions are wrong. 

I think a lot of the time, if you just apologize and say you'll look into changing it, it's fine. A lot of time they just want to save face because they've made a mistake. Definitely an ego thing. 

[Laura2592]

@Alexandra316 only once did I permit myself to say something like "That is new feedback for us! Our guests say X-- I have not had anyone tell us that before. I will be sure to check out our X and make sure the instructions are clear. Thank you!"

I think its a little passive-aggressive but this particular person had a lot of nitpicky feedback and I was just fed up. It was my gentle way of giving a reality check. 

[Nash-Cottages-LLC0]

@Alexandra316 Park next to a garage you don't have?! Wow,  just wow. 

[Anonymous]

@Laura2592   

"Thanks for the feedback."

That's the West Coast version of the South's "well bless your heart."

[Laura2592]

My typical response is "That is helpful feedback. Thanks! In the meantime do XYZ and see if it starts working for you."  When it does and they say "I got it to work but you need to change the house guide to follow these steps." I say "Thanks! I will make a note to do that after you check out." And unless there really is a glitch, ignore it. One guest crossed out our instructions in the guide and wrote in their own. We just trashed the page and printed a new one with the original instructions. 

[Colleen253]

@Laura2592 “One guest crossed out our instructions in the guide and wrote in their own”.

WOW. That’s quite beyond. I haven’t (yet) had the guest you speak of, but they’re coming, I just know it. Bags are packed and ready. The pandemic is bringing all sorts of creatures out of the woodwork. This is an entertaining thread.

[Laura2592]

@Colleen253 this was pre-pandemic. It hasn't gotten better.

Remember my cottage attracts a lot of Type As from DC who need a weekend to "de-stress and unplug" but secretly thrive on stress and plugged in-adness. It creates a situation in which they are bored after a half-hour and start desperately looking for ways to reconnect with their normal environment. I don't know if you have ever seen Veep on HBO, but many of my guests remind me of the Amy Brookheimer character. (If you haven't seen that show I HIGHLY recommend it as I think its pretty much the way the American government truly operates and Julia Louis Dreyfus is always a treat.)  

[Colleen253]

Ah, that explains a lot. Must be why you have the most weird guest encounter stories.

[Anonymous]

@Laura2592  It sounds like you've also gotten a Jonah or two...

[Laura2592]

@Anonymous yes. And Dans are very common. And Bens.

[Vibeke14]

@Colleen253 Your comment to @Laura2592 the guide book, it cracked me up. I'm relatively new to hosting, and can't always 'understand' human being's behaviour.  You just explained to me, laughing and crying at the same time.