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]

SUCH a great suggestion, @Emilia42 

That's the kind of thing I was searching for. Thanks for your constructive advice to a fellow host. Perfect. 

[Colleen253]

@Kia272  My advice in this case would be to take the full amount of time allotted to you before you write your review. Time can help make sure you have all the perspective needed to write a fair and accurate review for guests you found difficult. 

[Kia272]

An excellent suggestion, @Colleen253 

Thanks for your help. 

[Kelly149]

@Kia272 these are the types of guests that I wait to review until they review me or until the very last minute. @Emilia42 has the right tone, not complaining or belittling but really if you need a host to tell you how to operate a remote then perhaps you are a guest "who is better suited to staying home"

And anyone who runs a heater with windows open would not be welcome at my house. Age is not the factor here, adaptablity and self-sufficiency are and those are relevant to reviews IMO

[Kia272]

Thank you! @Kelly149  

You said it better than I did.

"Age is not the factor here, adaptability and self-sufficiency are and those are relevant to reviews IMO"

That is exactly what I am getting at! And yes, the open windows were driving me nuts, although luckily it was fairly warm here last week. 

[Sarah977]

As far as the remote goes, and maybe even the keypad, older folks often don't have very good close-up vision. Remotes have tiny little letters, usually grey on black,  and I have a hard time reading even my own remote. So it may be a matter of vision rather than tech challenged.

I think there's a fortune to be made for someone coming up with a line of products designed for older people. The buttons on remotes could be universally color-coded.

@Kia272

[Sarah977]

Non-IB hosts have no idea whether you recommended a guest or not, or how you rated them, so it's important to always also state whatever you feel needs mentioning in the written review.

@Kia272

[Inna22]

I would have been super annoyed with these people and also worried that they would give me a point review. Having said that, I can totally see myself doing that when I travel. I can be so dumb when it comes to technology. They reached out for help. You can blame them for that. 

[Kia272]

Hi @Inna22  you are right. I absolutely don't blame them for reaching out, and I was happy to help them. (and I did so with a smile, contrary to another commenter's assumption)

What I was really getting at is is it valid to try to gently relay this information to other hosts in the review? Suppose someone with a really high-tech property sees this couple book or inquire about a stay? Will it help them to know that maybe this couple and their property are not a good fit? 

That's all I am really asking about. 

[Inna22]

@Kia272 I do not think you should although I would have had the same dilemma. Of course the perfect guest is the one who reads all the instructions, follows them, has no questions and leave the place better than the found it. I had a guest who even fixed some things at my place. They probably already felt embarrassed and leaving this in a review might just lead them to not asking the next host. If someone's place is so high tech that they would turn away this guest, it should be clear in their listing. As someone has pointed out, asking a few questions is nothing compare to what some guests put hosts through. Just now I came back from delivering more trash bags because guests could not see them on the supply shelf. They always had an option of going to a nearest Walgreens a block away since they used out all that were left as extra at the bottom of trash bins. Nope, I had to bring them over asap. And even these people are saints compare to many guests I get

[Lawrene0]

@Sarah977 has a good point about seeing the numbers/letters, @Kia272 . I had a set of guests a few years ago who both forgot their reading glasses so couldn't see the instructions for lighting the stove, and couldn't see their phones in order to call me for help. What a circus. 

But I'm writing because just now I had guests arrive who could not figure out how to open my mailbox in order to retrieve their self-check-in instructions. I put the instructions in the mailbox because half forget to look at or save or print the instructions for themselves, and doing it this way saves a lot of grief. This is the first set, and they look to be in their mid thirties, who couldn't manage pulling the handle so needed help. But I won't be mentioning it in the review. They are from the city and have likely never before laid eyes on a rural mailbox. 

I don't mean to say that you shouldn't mention something in the review of your guests, especially if it is along the lines of what @Emilia42 suggested. You were the one who dealt with them and experienced the degree of obtuseness. You know best if other hosts need to be warned.

[Colleen253]

@Lawrene0  @Kia272 I had guests in their twenties unable to figure out that the bathroom closet door was ‘pull to open’.  It has a faux doorknob that doesn’t turn. They thought it was locked. Of course, they didn’t message me 😣They went without extra towels and other supplies during their stay. I now leave the door slightly ajar.🤣

They left me a nice review though. 

[Kia272]

@Lawrene0  @Sarah977  So the 500 pound gorilla in the room, is of course, Covid 19. The challenge for these seemingly small matters is that of course one can't just waltz over and SHOW people how to use things. I am social distancing and also being super careful on behalf of my guests, so getting close and actually physically showing them how things operate is not possible. I would venture to say that the virus has made these relatively small issues that may arise for a guest and host twice as challenging. 

I would also say that the husband was a real downer. There was no appreciation for the help, and there appeared to be only doom and gloom on the horizon given his demeanor. I'm sure that has a lot to do about how I feel about these guests. 

For those questioning my compassion, humanity and kindness, @Helen427 you seem quick to rush to judgement. Had I not cared, I would not be on this forum seeking input. I would have rushed to judge these guests and possibly left a careless and insensitive review. 

[Lawrene0]

Yes, it is absolutely harder now, @Kia272 . I was able to don a mask and head over to point to the handle my guests needed to pull, and we were outside, so it was okay that they didn't wear masks for that. But your folks were inside and it was complicated with items you would both need to touch. Argh! 

Let's hope the husband doesn't write the review. Let's hope the technology of writing a review is beyond them both. 🙂

[Helen427]

We all get older at some stage, be mindful you may be in those peoples shoes  one day to.

Be aware people over 65 years of age  in many parts of the world are sick to death of being told how to live their lives by Scientists and Politicians & others who have never ever lived through the harsh times their generations have.

They need a break & respite from the horrid things going on in the world and may have been stuck at home itching to get away from their four walls after been so confined.

Think how you would feel if you were in guests shoes reading the review you write.

 Remember you are the Host & their for your paying guests.

Some people still don't use, and choose expressly not to use ATM's, you don't know what has or is going on in others lives so please don't be so critical @Kia272 

They chose your place for a reason and you don't know what challenges in life your guests have, they may have had head injuries, visual challenges, or other invisible medical matters that are none of anyone else's business.

Fact of the matter is,  why make public such issues in a review when there's "Private comments" section for all and sundry to read?

It may be seen in the eyes of others as a form of Elder Abuse.

Why wouldn't you host them again?

Where's your compassion & humanity?

Kindness goes a long way in life.