Hi guys, just wanted to get some feedback or opinions on what is reasonably expected of you as a host.
I had a guest who said he was 'uncomfortable' because I did not fill the kettle in his room with water and he said 'the bedsheet hasn't been ironed, neither has the duvet or the pillowcases and he found some 'bobbles' on one of the pillowcases. He said this also made him uncomfortable and felt like there was no obvious signs that the sheets had been changed. He had booked for 3 nights and stayed for one. I asked him if the sheets smelt clean when he went to bed - he said that was immaterial and dirty sheets could smell clean??
In addition he also said that he has 'lots of friends who host' and they 'all' iron the bedding and he said I should have run a lint roller over the pillows.
For me I don't iron the bedsheets I just put clean ones on and smooth out any creases by hand - Is it reasonably expected of you to iron the bedding? I only charge £21 a night (23 Euros for my European friends) / $27 US and I feel he needs to align cost with expectation. I guess he has some points but this is not the Ritz Carlton or Claridges.
I've hosted 700 people over 5 years now and this is the first complaint about not having ironed sheets and finding a small bobble on the pillow. Bobbles happen when things come out of the tumble dryer.
I make it clear in my check in instructions that if a guest has issues to communicate the issues to me on the day - he simply checked out without letting me know and then sent me a ranty message later on about my place not being 'as expected'. He's also demanding a full refund of the two nights he didnt stay in exchange for 'not leaving me a review' and I feel a little unsure about what to do.