When to leave a guest a down scored review?

[Emily1764]

I am a relatively new host (just a couple of months) and have been really fortunate in my small town to have pretty high occupancy. I am struggling to find balance on how to review less than ideal guests. I don't know how to gauge what is a little hiccup and to give grace, and when I should factor negative behaviors into reviews.

So far, if I don't plan to leave 5 stars, I just haven't reviewed the guest. But, for example, my guest who checked out today: check out was at 11. We go to clean shortly after 11 because I have to coordinate this into my workday. They were there at 11:20- did not ask for a late check out or communicate that they would still be there. I let them know checkout was at 11:00. They said they know and will be out soon. They left at 11:30. I feel this is really disrespectful in scheduling. If they would have asked, I could have left work 30 minutes later and given them the time, but I had to wait in my car for them to leave. No apologies or acknowledgment on their part. Then (we just had a storm), there were muddy wet shoe prints through out the house. I feel I should dock on house rules for unapproved late checkout and cleanliness for the wet/muddy marks. I don't care if people wear shoes, but I feel it's common sense if they are wet and muddy. Am I overreacting? How would you handle?

Another example/question from several other guests. I do allow pets. I charge a small fee $10. I have a lot of people who have allowed muddy dog prints on the bedding. Some ruined and others require a decent amount of spot cleaning/rewashing to get the stains out. Would you downscore on this? Or is that part of the territory with allowing an animal? I feel like allowing a pet, does not constitute allowing pet damage? Or, am I wrong?

Thanks for any feedback and help, I greatly appreciate it!

[Marianne89]

Hello, I have been hosting at the beach in San Francisco for over 10 years. Wet shoes and sand could be anticipated to I laminated a small but colorful sign with happy face and “thanks” that asks for wet, muddy or sandy shoes to be left in the entryway. This seems to have done the trick as never had a problem with this. Good luck to you. 

[Emily1764]

Thank you! I thought about adding a sign by the door! I think I will do this. 

[Sudsrung0]

@Emily1764 

We live on an island so we are surrounded by beaches it's a big problem sand in the villas so we put signs up by the front door asking people to wash off the sand before entering the villa.

In Thailand it is normal we all take our shoes off and we tell guest to take their shoes off, It does help to keep the place clean.

[Maggie-and-Norm0]

Signs do help but some guests can’t walk without shoes or could not be bothered to take them off.

[Deb216]

@Emily1764,

I sent you a PM. 

[Emily1764]

Got it! Thank you so much!

[Sudsrung0]

@Emily1764 

We try to be flexible with check in and out as most of our guest are International tourist, 

I always send a message the night before informing them the check out time.

I also say it is Subject to Availability, 

[Gillian166]

@Emily1764  I would be inclined to ding them on House Rules and Cleanliness. I am getting far too many people who are turning up 20mins before check-in time, or staying an extra 20mins, and this might work in hotels but not for most of us hosts. I'm not sure it's disrespectful, and instead just ignorance, or selfishness. 

I'd be charging a lot more for a pet, and then those muddy paws won't bother you so much. I basically see that fee as the extra cleaning fee. It's a shame we can't charge p/p/night so mine is set at $50, no matter how long the stay. 

[Sudsrung0]

@Gillian166 

Our current guest are getting a low score, dirty pigs 

Im getting tired of guest trashing the place, we send a cleaner twice a week how they manage to live like that is amazing.

[Gillian166]

I guess when they are "on vacation" they let their standards drop?  Or they decide they when they are paying for a service they'll live like pigs?  

[Helen744]

@Emily1764  for most of us the unasked, late checkout is our most irritating feature of the actual hosting. I would take checkout back to 10 and state clearly, that late checkout may be available ,depending on availability  and upon request. That is for starters . I could not tolerate dogs muddy footprints on bed linen at all so ,no dogs for me. To be a host means striking a balance between , whats fair and being firm , maybe seemingly against your own nature. We all confront our own , good manners and flexibility and the need to be assertive to care for ourselves and our property.Its always best to speak up as soon as you see a problem, and to ask a co host to be the one who does sometimes, so you have some back up. Its the basis of 'good hosting', getting the guest to follow your rules and be 'happy ' to do so. Its a skill and you will get better at it . Use the stars and mark down if necessary , but think it through and do not make the review too long or retalitory but relevant to another host.... Its a learning curve. Good Luck .... H

[Kitty-and-Creek0]

We have a no shoes policy, and no issues with it. For anyone who cannot walk without shoes, I have a pack of shoe covers - like what is in hospitals - that can be worn over street shoes. @Maggie-and-Norm0.

No one has ever objected to leaving their outdoor shoes at the door. Indoors-only shoes are totally welcome, slippers, etc. We also keep hotel slippers at the door and in the bedroom for guests.

We also have a sign on the front door that says politely to leave outdoor shoes on the rack just inside the door. As a hint, I leave a pair of mine there. Here in California it is quite customary to leave shoes off indoors, as it is in many other cultures and countries. 

Dogs muddy feet are avoided in some urban parts of Asia by dog shoes for outdoors, btw. Some stylish dogs I've seen on their leashes with shoes and sweaters matching - so elegant!