I have a confession. I started hosting in December, and started following the conversations here since January. A little smugly, I hate to admit. All my first 5 guests gave me 5 star reviews, so I thought I was doing everything right.
Oh how we come back to earth. I have just had my first 4 star overall review.
I thought this guest might be difficult as they warned me they were allergic to dust and mould. I informed them that we have not detected any mould, and would pay special attention to dust. We moved all furniture, vacuumed the full floor carpets and every surface, sprayed and wiped all surfaces, put on fresh linen etc etc. When we moved into the B&B it wasn’t clean, and I have spent a lot of energy re-training staff to clean to Hotel Impossible standards. I personally check every room by wiping all surfaces with white gloves before and after it is cleaned, I even dismantled the standing fan myself and cleaned it with a toothbrush. TMI I think, but anyway. He gave the room a 3 star for cleanliness.
When we listed breakfast was included in the cost, but the algorithm kept matching us with cheaper places that does not include breakfast or daily cleaning, so I changed the rate to exclude breakfast and guests can order it at an extra charge. This is clearly stated in the description, as well as the guest information which is available at booking confirmation and in a folder in the room. Our photo’s still include pictures of the breakfast, and he claimed that the breakfast doesn’t exist and wasn’t offered. Fair enough I didn’t offer it to him in person, he had that stand offish vibe of guests who want to be left in peace. He gave 3 stars for accuracy.
We live in a country with a lot of crime. As such we have a security alarm that we switch on at 10:30. We do not prohibit free movement of guests, and simply ask them to arrange if they would like to go out/come back in so we can switch on the alarm for everyone’s safety. This bugged him and he mentioned it twice. I communicated this to him verbally, and again it is stated in the listing, guest information on Airbnb and printed in the folder.
I’m wondering how to better communicate these restrictions, and feel totally deflated with regards to the cleanliness rating. We are busting our bums to get this right, and I don’t know how to respond to him, if at all.
I discussed his review with my other guests, I have 3 rooms, and they all thought he was talking nonsense. The guests across the way from him said that it sounded like he had a guest last night, which I was totally unaware of. I have an extra guest fee. They theorised that he might be irritated that the guest could not leave until morning, which of course they could have but then I would have had to be informed of their presence. Do I contact customer support about this?