Older guests and tech.......struggling with a review

[Kia272]

So, the technical bar is not high on my property. It's an old cabin and just not conducive to implementing all of the things that modern tech has to offer. The most complex thing to operate would be the electronic lock on the door. 

Last week I had an older couple come to stay. They were new to AirBnB, which I'm fine with. Everybody needs that first review, right? 

Anyway, they struggled (could not get it after multiple attempts) with the electronic lock and ultimately I offered them keys to use for the weekend. This lock requires just a simple sequence of key (number) entries. If you can use an ATM, you can use this lock. No other guest has had a problem. 

The next hurdle was the TV remote. He had it in hand, but could not find the volume control. At first he had me thinking that the remote was missing?? But then he clarified that the TV was on, but he couldn't adjust the volume. Long story short, the volume adjustment is right there (on the side), but hard to miss. He actually had it in hand, and could not figure it out. I got that straightened out (over the phone.)

So there I am thinking that this couple has encountered two "problems" within hours of their arrival, and I feel like I'm going to get dinged for it. These two "obstacles" - the door lock and the TV remote, are things encountered in everyday life these days. I was not asking them to control the central air with a phone app or anything of the sort. These are simple, functional things that are commonplace in a home or vacation stay. 

I checked on them the next day to make sure that they felt comfortable and could enjoy the rest of their stay, and they said yes. The remainder of the stay went without incident. 

So now I'm wondering how to handle this in a review. I feel like it's somewhat important that other hosts know that this couple might not be able to handle the simpler aspects of anything technical, and I also feel like their review may mention these "problems" they encountered during their stay. 

What is my obligation here? I will say that I'm planning to check the box that says I would not host them again. As we know, the public doesn't see this but this leaves them without a host recommendation for future stays. These folks are some that would actually do better in a hotel, but I don't want to say that because in host-speak that implies real problems. 

Any thoughts?

Thanks

[Kia272]

P.S. They also complained about a ventless gas heater I have in the living room. They said it smelled and they had to open all of the windows.  There have been no other complaints EVER and guests often comment on how nice it is. I know it is safe and functional and have a carbon monoxide detector that I test every week. So THREE problems actually....

[Chris232]

@Kia272 

Oh my, you need to be more understanding of guests needs, Silver surfers are not always familiar with new technology and need appropiate help and understanding.

If they found it difficult to follow your instuctions, rather than blaming them perhaps you need to look at your own method of communicating the operation of the door lock. The TV remote is one of those things that they are used to their own remote and had difficulty understanding the new one.

I have had a number of elderly guests for whom AirBnB was a new experience, if you make them feel welcomed and resolve any problems with a smile and understanding then, in my experience, they will be happy with they stay and give a good review.

Seems a bit harsh to ding them with not accepting them again and certainly no need to give them a negative review.

[Chris232]

@Kia272 

Hmmm you state "Everybody needs that first review, right? " why haven't you left reviews for all your guests ?

[Kia272]

@Chris232 Not sure what you are looking at, or where, but I have left reviews for every one of my guests.

As to the above, the instructions are obviously clear, as countless other guests have not had any problems. It is no more complicated than using an ATM. 

They were welcomed with a smile, and all issues were resolved with a smile. It is my prerogative to opt not to have them stay again.  

Wow!- you are so judgmental, apparently feeling free to comment on how the situation was handled with no particular knowledge as to the interaction. And then making the statement about not leaving reviews? Completely incorrect. I hope the rest of the world can somehow try to live up to your stringent standards. 

[Chris232]

@Kia272 

Oh yes, the rest of the world does live up to my standards.

you need to raise yours and be more understanding of guests needs

[Emilia42]

@Chris232 

@Kia272 has left reviews for all her guests. You can see so if you check her previous guests profiles. 

[Chris232]

@Kia272 

@Emilia42 

I was using the AirReview app and it showed no reviews left

Kia did not leave a review.

[Emilia42]

@Chris232 Well let this be an example not to trust AirReview

[Colleen253]

@Chris232 The air review app never works properly. Sketchy af anyway.

[Sarah977]

The Air review app doesn't function properly, at least it doesn't for me. It always says the host didn't leave a review.

@Chris232

[Mike-And-Jane0]

@Kia272 There is nothing here that would stop me giving them a good review. Also I would be happy to have them back as they will now know how to operate the remote.

I assume, if you are going to give them a poor review, you haven't encountered a truly bad guest. If feels to me you are just trying to give a poor review as you are expecting one - Not really fair in my opinion.

[Kia272]

@Mike-And-Jane0  I'm not trying to give them a "poor" review. I'm trying to arrive at something nice and fair. If you have a guest that struggled with a real basic of being a guest, would you not possibly feel that maybe AirBnB/home sharing isn't for them? That's all. 

[Mike-And-Jane0]

@Kia272 The guest turned up, presumably was pleasant, presumably left the property in good condition, presumably paid. What more do you want from your guests? 

As a host I wouldn't expect a previous host to comment on the issues you seem to want to comment on.

[Emilia42 · Accepted solution]

@Kia272 What about something like "XX and XX were a pleasure to host. I was happy to spend extra time helping them navigate the electronic door lock and the tv remote as they may not have been familiar with these things."