Pretty sure everyone dislikes leaving bad reviews (especially in the narrative). However we, of course, leave them on warranted occasions. This is about the non-communicator.
When a guest confirms a booking we have a minimum of 4 communications that go out to the guest. They are as follows:
- UPON CONFIRMATION: Thank you for your booking/nice to meet you, etc.
- MORNING OF CHECK IN: Welcome message, directions, door code, etc.
- MORNING OF VACATE: Check out instructions, etc.
- AFTERNOON OF VACATE: Thanks for staying with us, make us a favorite (as long as our crew doesn’t tell us they destroyed the place, etc.)
About 1 out of 25 guests confirm their booking and they go on to respond to NOTHING. That is, we don’t even know if they arrived or if they ever left. It can be pretty frustrating.
In our review, we ding them (severely) on communication (2-stars) and then give them applicable stars in the other areas based on what our crews report.
This is our narrative in the review:
“John Doe was 100% non-communicative from the moment he confirmed his reservation until after he vacated. However, he was a respectful guest and we would host him again.”
There’s the rub: We had a guest who was appalled by this exact review of them. Like up in arms about it. Carrying on about how “we left you a deserved 5-star review and recommended your home to our family and friends. Now with this review we’re second guessing ourselves, etc.” Of course, we immediately responded to her. We confirmed that we had no communication from her. We talked around further interaction, our desire to gain a better understanding of the situation, etc.
Wouldn’t you know it - she ignored the above response too!