One-way communication with guests, and reduced rating for staff?
I'm one-person private enterpreneur, so I do all kind of work related to bookings - from communication via email/whatsapp/chat to ordering transfers, cleaning, repairs, maintenance. I'm very polite person, and always welcome my guests with kind words.
I faced this situation few times with guests from foreign countries. I had one-way communication with these guests. I'm sending them all information, regarding how to find property, how to check-in and check-out.
They never say a word in response, no thank you, nothing. I'm not sure, if they read this information at all.
But they do read, because we have self-checkin. Im not physically presenting at the property, and rarely see guests. After succesful booking I send them passcode from the entrance door, and from locker with the keys.
And finally, they give me marks, like "7,5" for staff, while 9-10 for the rest (cleanness, comfort, facilities).
I do not understand , what i'm doing wrong as a host? What can I improve, and what was wrong with the staff, if they even didn't say a word to me? im not good with English, maybe that is the reason.
But I never left answers not responded. My husband assists me as translator and communication proxy in tricky cases :-)