Hi everyone,
Looking for some advice, following a pretty bad review from a recent guest... Any advice or support you can offer would be great!
I feel that they have made several comments which in fact are not true and some others bordering on rudeness, which I've taken quite personally.
My partner and I have a puppy who is left for a maximum of four hours at a time in the kitchen, in between being walked every day by a dog walker. I clearly list the detail that I own a dog and a cat, and state that guests must be ok with animals to stay with us, however, he has stated that our listing is inaccurate (no mention of dog) and that our dog is left all day, every day in the kitchen - this is not true and paints me as a bad owner which I’ve taken very personally. His partner also said bluntly to our dog walker when they met that she did not like dogs.
Prior to every guest staying with us, I personally clean and inspect our home - though the listing is only for use of a private room and two bathrooms. Despite this, the guest left feedback stating that both bathrooms were both unclean on arrival. They also said that the kitchen was "very dirty" and smelly which I find offensive as I cleaned it myself before they arrived.
In their room for their two-day stay, they were given a drawer for storing their items, but chose not to use this and left in their review that they had a lack of storage and had to put their stuff on the ground. I can see that this can be constructive feedback and I will offer more storage to future guests, but they chose to not use any of the space offered to them which I feel is unfair.
He also left comments on his review about the bed being unusually steep to access, however, it is clear in my listing from photos that you have to climb up wooden ladders to reach the bed on the mezzanine level.
Finally, and worst of all... He left comments in his review about his interactions with me: "Nazan herself was very friendly and helpful to manage our arrival. Later thought she did not bother to get in contact or have a conversation with us."
I don't even know what to think about this because I spoke with them on multiple occasions, as did my partner, asking them about their plans and giving them recommendations for travel, things to do and places to eat. They came across as very quiet and didn't engage in conversation with me much, so I was conscious that they might have wanted to be left alone. As well as this, I state the following in my listing: "I am happy to give you as much information and interaction as you need. However, you'll have your own set of keys to come and go as you please and privacy in your own private room."
I'm particularly disappointed with this review, more so because my partner and I were both woken several times around at 3am due to them checking out at 4am, which they had not communicated to us prior to their stay. They also left food out in the kitchen and dirty towels on the sink in the bathroom and didn't hang them to dry. I did not complain about this at all, but wish I had been more honest in their review as a host, on reflection.
Any support you can give would be fantastic.
Thanks all!
Nazan
