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1

Urgent! Guest are not happy and feeling "unsafe"

Hi there

My first booking just arrived and called me to let me know they are feeling "unsafe" and don't want to stay. The house is very secure and not in an unsafe area?

What do I do??????

34 Replies
207 Views

7
Isle of Wight …

Ask them why they feel unsafe.

If they want to leave, just say "ok" and tell them you hope they find somewhere they feel safe. Say nothing else until they are gone. Don't offer a refund - if they ask, don't reply until they are long gone.

+1
1 month ago
9
BrookAve

Agree with IoW, 

 

Either this is a fishy chancer, chancing their arm or they need to give detailed examples so you can elay their misconstrued fear.

 

 

If they dont try to even meet you half way, they can or course leave, but if not prepaid, need to settle bill first.

 

 

 

+1
1 month ago
10
M Adamopoulou

Oh! Andrea, your first booking and problematic???

I had similar case with a lady guest that when she arrived  she informed me that she wanted to leave because she had friends in town and she wanted to stay with them.  I said ok and she left.  

I was lucky I guess???

Hope your guest leaves without making problems.

+1
1 month ago
1
Faith Stadhouer

Hi.. Trust everyone is good. Im having guests that are so unhappy from onset not even properly checked in, something we never experienced before eversince running the guesthouse. This morning they complain about the mattress of the bed and we replaced it brand new to make them feel happy. This didn't even make a difference after spending alot of money to buy the best for them. The woman is so serious and unfriendly you won't even believe me so bad it is.They even bought their own toilet paper whereby we have quality toilet paper ourselves (2 ply). The chocolates we put on the bed were shift aside as if not interested. They bought their own towels aswell and we have good quality hospitality towels and do understand that some people just want to use their own. They booked for 21 days. You can see that nothing will ever make them happy. We tried to talk to them but seemingly they not interested. Please give advice as how to handle a situation like this? 

+1
1 month ago
10
M Adamopoulou

Oh! having a stubborn unfriendly guest is not good news....and they are staying for 21 days???

When I had a very rude guest....I left him alone...did not talk to him for two days.  The third day I put in a little basket walnuts from my garden tree and I knocked at the door and gave them to him.....

Magic....he started apologizing for being rude and asked for forgiveness a thousand times....

After that we have become friends....

Kindness is the key word....

Wish you find your way with this demanding guest....and dont forget to have us posted.

 

+1
1 month ago
1
Faith Stadhouer

Thank you so much for your speedy response. We bought a brand new expensive high quality mattress if that is not enough then I don't know. I get you on that but will it work? I saw the massive amount of quality luxuries they bought when we went to sort out the bed. I was thinking about giving something nice but I think nothing will be good enough for them. The woman is the ultimate. She don't even smile for the life of her and look like she don't care and husband seemingly has to please her on everything as far as I can see. It is really very bad I can assure you. We had many guests and never ever experience something like this. They from Germany and we had German people alot already and they were great guests. We are the most friendly people you can get and open to everything possible and we love to see our guests happy at all times. It is so sad really it is unbelievable. 

+1
1 month ago
7
Isle of Wight …

We all get guests like that. It's just the way some people are. Don't worry about them. Carry on with your normal life because you'll have nice guests soon!

+2
1 month ago
10
M Adamopoulou

Isle, you are absolutely right...but 21 days is a very very long stay to have guests that are unpleasant.

Thats why I prefer short stays...if guests are not nice...off they go... and hope next ones are better....

+1
1 month ago
10
M Adamopoulou

Try to stay cool....

Even if the lady does not smile....dont worry be happy....

When you are happy maybe you can force your stubborn lady to be happy...

Dont give up...I am sure you will find something to please her...

Where is your accommodation located???

+1
1 month ago
10
M Adamopoulou

Have in mind we cannot please them all....but we can try....

Cheers!!!

+2
1 month ago
1
Faith Stadhouer

Thank you Adamopoulou. I will gladly take your good advice and stay cool and will keep you posted for sure. We are located in Muizenberg, Cape Town, South Africa. 

1 month ago
10
M Adamopoulou

South Africa....what an amazing country....

Please remember to edit your profile in Community....add photo....add your property link.

Wish you luck....

+2
1 month ago
1
Faith Stadhouer

Thank you. Will surely do Adamopoulou. Have an awesome day. 

1 month ago
10
M Adamopoulou

Massive pleasure.

Tonight is dancing night....

Cheers!!!

+1
1 month ago
1
Andrea Nieman

Thanks everyone for your guidance. I took the coward’s way out and gave them a refund. I really just wanted them to leave. My suspicion is that they where a bit racist and didn't like that there where a lot of brown faces around. The neighborhood is quite mixed and I suspect that they didn't like that and it is what made them feel “unsafe”.  Lesson learnt. I wont do that again. 

+2
1 month ago
5
Don Burns

I would have invited your mixed-race neighbors over for a backyard party and made your overnight guests the "guests of honor."

 

But, I enjoy stirring the pot!

1 month ago
10
M Adamopoulou

Oh! Andrea what a mess....

Maybe its better that you gave them refund...you are facing the problem so you know best.

Take care and thanks for feedback.

+1
1 month ago
9
BrookAve

(eyes looking up emote ) wow, just ...wow.

 

This german woman reminds me of a character from EastEnders (British Drama series). as does the poor husband being submissive to her overbearing personality.

 

I see from the responses and yes I can understand why one would debate just either not letting them check in and refund or even make an excuse to say no longer available due to water leak.

 

21 days of that... I'd have to just avoid them altogether for the sake of my sanity.

 

I understand why some will bring certain things even towels as a contingency but I wouldt take it to heart, less washing for you :)

 

for 21 days i'm guessing its entirely self catering and they have access to do their own laundry etc .

 

 

 

 

1 month ago
7
Isle of Wight …

You watch Eastenders? I thought you had higher standards! :)

1 month ago
5
Don Burns

Our last guest was a woman who clearly is a "germaphobe" (fear of germs).  She and her young son stayed two nights with us in their private downstairs guest suite.

 

After their departure, I discovered an entire roll of paper towels and two rolls of toilet paper were used, which I found in the guests' garbage can.  She used the paper, when touching door handles and light switches each time.

 

Plus, the woman used all of our large bath towels to cover our guest bedroom's wooden floors to prevent her bare feet from touching the smooth-wood surface.

 

Also, she brought her own bed sheets and pillow cases to sleep on.

 

We always receive excellent ratings on "cleanliness" in our guest reviews.

 

Have any of you experience this with a guest?

 

+1
1 month ago
8
Aaltje B.

Oh nooo!! 

Don, I can assure you, this is not the norm to dsay politely. 

Some sort *** problem . 

Happens when feeling not in control of their life. 

Never had this happen to me even after 30 + yrs of hosting.

So chances for a repeat are close to zero ! 

But hoping it wont happen to us. 

This is more then "temporary chemical inbalance "

Anyway, take a deep breath, hope the sun will start shining again for you soon and the best guest ever will make up for it. 

Remember the story of the guest who came in singing and laughing , cleaning up after herself ,leaving the place immaculate , and praising you for her wonderful time ! 

We are very privileged to not have racist country in NZ . I would find that extremely difficult to deal with.

The 21 days reimbursement looks like a radical much needed solution . 

Wishing all hosts much dicernment ,wisdom and strenth. 

And the best in recovery and fingers crossed for double portion of pleasant guests!  

Shalom !! 

 

 Greetings 

Aaltje B 

 

 

+1
1 month ago
10
M Adamopoulou

Aaltje, wish you always the greatest guests...

As you say...lets move one....tomorrow is another day....

Cheers!!!

1 month ago
7
Isle of Wight …

Don, do you leave any cleaning products for your guests? We leave an anti-bacterial cleaning spray and cleaning cloths etc.

 

+1
1 month ago
5
Don Burns

Our guests NEVER are expected to clean our guestrooms when they leave (make beds; wash cups, plates, coffee maker; clean bathroom sink and toilet, etc.).

 

We do have disinfectant wipes in our guest bathroom storage area, but that is only for us to use to clean after the guests depart.

 

My former girlfriend was also a germaphobe, who used tons of toilet paper when touching things.

+1
1 month ago
7
Isle of Wight …

Most people like to keep their own properties clean and tidy. Maybe some of your guests might like to clean up after themselves too, or might feel more comfortable if they do a bit of cleaning?

 

+1
1 month ago
10
M Adamopoulou

Isle, are you referring to me????

Yes, when I am on holidays, the first thing I do when I enter the property is  to check how clean it is and especially the kitchen and the bathroom...I always have  with me cleaning products....although I am not a germaphobe....

Before I use glasses, plates, cutlery....I always wash them first....

In my Studio, after guests leave, everything is washed  thoroughly...and always but always have a new sponge... 

So, yes I think some guests prefer to do some cleaning...

 

1 month ago
10
M Adamopoulou

I leave many eco cleaning products for the guests to use if they want...I even show them where to find them if needed...

1 month ago
10
M Adamopoulou

No, I never had such an experience.

Everybody uses my linen with care with  few exceptions....Some have asked me before arriving if they should bring their own sheet or towels, but thats all.

Once, I had a couple that when they left, the lady had cleaned my Studio so well, I didnt even have to clean it at all.

It was a nice surprise for me....

 

 

1 month ago
8
Aaltje B.

That is a very exclusive graceful rarety, haha. That was to lighten your day, Maria :)

+1
1 month ago
7
Isle of Wight …

Ah, no Maria, I was replying to Don after he anwered a question I asked above!

+1
1 month ago
10
M Adamopoulou

Oh! Isle, I know you were replying to Don...

I was just kidding....ha....ha....becaus as you I understand, as a guest I also do my cleaning....

1 month ago
10
M Adamopoulou

Yes it certainly was Ella...

Its so nice when guests are thoughtful and understanding...

Our world would be much nicer if everyone could smile a bit more and be kind to eachother.

Cheers!!!

+1
1 month ago
5
Don Burns

Our recent germaphobe guest just submitted her Booking,com review of our downstairs guestrooms suite.

 

She slammed us on cleanliness, facilities, comfort, and value for the money.  The woman speaks very little English; so her review was submitted by her accompanied 9-year-old son.

 

I just banned her online from staying with us again and sent the following message (limited to 120 characters) to Booking,com administration.  I wish I could have written more in the message text block:

 

"The mother, whose 9-year-old son wrote this review, has an extreme fear of germs!  She covered our bedroom floor with our fresh bath towels, used three rolls of toilet paper when touching things, and brought her own bed linens."

 

I also texted the woman on her cellphone, expressing my disappointment in her young son's review.  I said, she should warn future guestroom hosts of her extreme germaphobia.

 

 

+1
1 month ago
10
M Adamopoulou

Wow!!! Don,

Cant believe people can act this awful way...

Very sad to hear about this bad experience you had...you must feel very angry!!!

You did the right thing and banned her.. 

Wish you only nice guests.

1 month ago