I’m here to ask if any of you have ideas or suggestions, or experience with salvaging a guest’s stay that seems to be headed in the wrong direction from the beginning. These guests have been rude/inconsiderate, unfriendly and passive-aggressive, and they’ve only been here for 12 hours our of their 3 day stay.
This is the story so far. S and her boyfriend M first told me they would arrive around 6:30 PM. This is fine, but I arranged my day around this, putting off a shopping trip to buy supplies so as to be home to greet them. At 6:15 they updated their arrival time to 7:30. Had I known this, I wouldn’t have put off my shopping. At 7:20 they let me know they’d taken the scenic route and would be arriving around 8:30. My husband and I had a dinner date with his family at 8:00 PM, which I bowed out of so I could be home to greet these guests. This is my problem more than theirs, but I still think this behavior is a bit rude.
This is the 24th set of guests I’ve welcomed. Usually at check in, guests are very polite and friendly, and let me take the lead. S was different. She really just kind of barged into my foyer after saying a curt hello and made a beeline for the refrigerator. While I held the door open for her boyfriend to bring in their luggage, S was already in the refrigerator and asking me if I could make room for her two 6-packs of beer. I explained there was a private frige in her room, and she headed in that direction. At this point I was already taken aback and off my game. I didn’t get a chance to show the shared spaces of the house or explain that there would be coffee in the morning.
While showing them the room, they were just, well, unimpressed, which is not the way guests typically react. She expressed a “whatever” attitude and claimed they just wanted a comfortable place to sleep. As this was happening, one of my 2 cats started to wander into the room and I stopped it. S and G claimed they LOVE cats and were fine with the cat being in the room. I warned them that if the cat got on the bed, there would be hair.
They wanted to go out to eat. I asked what kind of food they wanted and they said seafood, but they already knew where they were going. Okay, good! They left and I went to bed.
This morning, I set out continental breakfast, which is not advertised. Guests are usually pleasantly surprised and say thank you. The boyfriend came out to get coffee. Before I had a chance to even ask, he complained about how busy it was in town last night, and how that was NOT what they were looking for. S didn’t say a word about the food provided and just started toasting bagels. I asked how she’d slept and she complained that the cat had woken her up at 4:00 AM. She’d locked it in her room with her and it wanted to get out. I apologized and promised it wouldn’t happen again, but she wouldn’t let it drop. She told me 3 times how annoying it was to be woken up at 4 in the morning and mentioned that, “boy, that cat has a LOT of fur!”.
These guests are just very upsetting and making me feel powerless. I have no idea what to do to make them happy. Every question I ask about their stay is met with a complaint that I can’t control or is not my fault, of if it is, they played a part in it.
Has anyone here been able to turn something like this around mid stay? Should I offer them a discount?