I need your help again. I have a guest that I am expecting may not leave me a very favorable review (all my reviews so far have been 5 stars, all of them), and if that happens, I wonder what the best response may be.
So, here goes - the lady books my apartment for 1 person a while ago. She calls me a couple of days before the arrival, saying she is bringing her daughter - I say no problem, no additional charge, using Airbnb ofcourse, so my responses are recorded.
She arrives yesterday, I was outside so I greeted them - the daughter (an adult) notices my accent (I am originally from Europe living in the US for over 20 years now) and asks where am I from, saying “oh, not an American”. I am a US citizen so I was not happy with that, but oh well…
Mom tells me they had change in plans and will leaving a day earlier, would it be too late for a refund - I advise her to call Airbnb. Also tell her to text me if they need anything.
A minute later, after they hauled their huge suitcases in (I am still outside) she asks me if I have an air freshener in the apartment, she detects a pleasant smell but if it’s chemical it will bother her. She is not asthmatic (I asked her), and no, I do not keep air freshener in the apartment.
10 minutes later, she rings on my door (what happened to the texting?) telling me that a fire alarm is beeping, can she take a battery out. I give her a few batteries (I was cleaning the place in the morning and did not hear anything, otherwise I’d replace it myself). I would go in the apartment to replace it but I did not want to bother them since they were already in.
Airbnb sends me a message about her request to shorten her stay, and I refund a night - I did not have to but at this point I detect a more “complicated” guest, so I think, ok, let her have it.
This morning I get a message from her (finally she is using Airbnb) asking if I can give her unscented sheets, she could not sleep in the bed because the scent bothered her, she slept on a couch using the new comforter I keep as a spare. I use a bit of fabric softener in my laundry, I do not find it overwhelming (and I am asthmatic) and never had any complaints about the scent before.
She says she will try to wash the sheets (we do not offer laundry but there is a set in the apartment) to see if that helps.
I told here where spare sheets are but they are all laundered the same way, and advised her to call Airbnb if she finds her accomodations unsuitable and I will refund a night if they leave today. Has not heard from her since.
I realize this guest is not doing anything wrong, but as I said, the review may not be 5 stars. I feel that I did not really meet her needs, however, I did not know that fire alarm will start beeping or she is sensitive to scents.
If she complains about the scent can I say something like “I wish the guest told me about their sensitivity to scents ahead of time so I can make sure there is no lingering fabric softener on the sheets”. That’s what I would do have I known. And once again, it really is just a bit of fabric softener, nothing else.
Sorry this is long - but thanks in advance for your advice