Overheard Guest Complaints - WWYD?

[Ashlyn25]

My second guest ever arrived yesterday to stay in my private room. Last night, I overheard her complaining to her boyfriend about the space. 

I usually would not be able to hear with their door closed, but she specifically said this one thing very loud and I am wondering if that was a passive way of trying to make it known to me. 

She said “this is not anything like I expected. There’s not even a mirror in here and the door doesn’t even lock.”

She just joined Airbnb and this is her first stay. I am assuming that she might have thought she booked an entire unit and is thrown off by me being here in the shared spaces, but again, these are all my assumptions because she has not brought up anything with me directly. 

I mentioned twice at different times via chat to let me know if she has any questions or concerns or needs anything. I also shared this face-to-face when she first arrived yesterday. I feel as if I have done all I can do as a host at this point and that I have been very honest in the listing about what to expect. 

I do not feel comfortable going into their private room to install a lock or a mirror I would purchase, however I plan to install those for the next guest. My listing photos and description make it very clear that it is a private room in my home and it does not mention a door lock. 

I am concerned that my second review will be bad because of this. What would you do in this situation? 

Listing: https://abnb.me/1JxZa4FaFob

Thank you! 

[Kate867]

@Ashlyn25   Clearly your guest is not happy, and it sounds as though she really wanted you to hear her comments.  Perhaps she feels uncomfortable discussing her concerns with you?  In your position, I would let her know that although you were not intentionally listening in, you could not help hearing her concerns and offer to arrange a lock and mirror as soon as you can.  Personally, I think a lock and mirror are both basic requirements and should be provided.  Whatever you do, make sure that all discussions are confirmed on the Airbnb Messages… eg. ‘Further to our conversation I am happy to confirm .. etc.’  Just in case things head south and Airbnb customer services get involved… they will need to see that you have been reasonable.

[Amy2273]

@Ashlyn25.   I Would definitely have to speak to her and tell her you’re so excited that she’s your second guest and that if she notices anything you can do better or add to the room you would really appreciate her input . This way she can tell you what she expected without either of you having to be confrontational or unhappy.