@Julie3531 I understand that you’re here venting and I’m sympathetic. I do have some objective comments for you, though. You have a lovely place and many great reviews. If it can withstand a price increase, why would you elect not to raise your rates, appropriately? Higher prices attract a higher quality of guest. Keeping your prices down will not ensure good value ratings from the cheapskates, as that lot typically only consider something that’s FREE to be good value. They also tend to be complainers. And anyway, who cares about value ratings? Too much importance is put on the ratings system on the whole. Good reviews matter the most.
To be fair to your guest, yes they should have messaged you about the heating, but it was entirely within your control to ensure it was on before their check in. Being on top of things like that is critical.
It’s an unfortunate fact many guests don’t read all the things they’re supposed to, so it’s in our best interest to compensate for that. In your initial messaging with guests, you could ask them if they plan to use the freezer, so you can turn it on ahead of time for them. Little things like that can improve guest experience, and remove potential for complaint. Alternatively, stick a note to the freezer door explaining that it needs switching on if they wish to use it.
Re the issue in the bathroom, perhaps they just didn’t wish to deal with you or the plumber coming in to investigate and do whatever repair might be needed, during their stay.
Finally, a quick peek at this guest’s profile and review received/given could have offered some clues as to what you were in for. It looks like he complained about the weather on his first stay, and perhaps downgraded the host for it, or maybe he even asked for a refund. Ugh. For that stay, he described the converted stable as having “faded glory”. Lol.
Thank you for leaving an honest assessment of this guest, for the benefit of future hosts.
