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How to deal with difficult guests

The topic I am bringing, is not often in our guesthouse but once in a while happen.Difficult guests sometimes come and challenge your system to provide the best ever service.In our experience, we have a wonderful employee that deal with decency and education difficut guests but sometimes the situation goes beyond.

It dependes of the circunstance but my strategy is not to engage in trouble with client.Usually I grant discounts or I endeup not charging the service that they are complaining.

Let me know how you deal with those difficult guests, What is your strategy.

Thanks guys: Juan Carlos

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107 Replies

7
Katerinka12

Juan Carlos, the problematic guests are minority, but they can be so problematic that only universe will understand.

Would you mind to provide a clear example of an experience of problematic guest? What exactly he did complain of and in what kind of situation?

Any trouble needs engagement from the host, whether you like it or not. Discounts are not taken very seriously by the guests, if they have something to complain about. In other words, if they pay for 2 stars they expect 5 stars.

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3 months ago
7
Katerinka12

Thank you for asking a very clear question - Strategy.

1) Visual representation

I do my best to put all information in pictures. Even transportation and directions to the property are seen on pictures. I use text on photos. Use Befunky for that.

2) Record of communication

No phone calls to Booking. Just messages, so everything is recorded. Same for Airbnb. In my personal messages to the guest I give 200% of info he might need. I answer when many people will think it's not needed. For example: This is to confirm that we have received your time of arrival.

3) Strong welcome message

Despite of address and directions, I mention very clearly what person is responsible for what. The guest should know if his complaint are furnitures, then he has to address it to me. If cleaning, then to my staff.

We are available on Viber, WhatsApp and again, I provide so very detailed response, that in case of dispute I can always show it.

4) House rules

Since you are running a Guest house, cleanliness should be your primary concern. If you have your listing on Airbnb, please put your House Rules in your Booking settings - - - > house rules.

Airbnb practices Clean as you go policy. Meaning to say the guest washes his dishes and flushes his toilet, while staying in the guest house.

With Airbnb the guest must accept your House Rules BEFORE the booking.

For Booking you might consider to write them to change your information in House rules. On Airbnb just do that. For Booking guests put all information in your welcome message.

5) Identity

Identity of your guests is your own concern. Find a way to check on it.

6) Prices and problematic people

Not 100% guarantee, but problematic people love very low prices. Keep it in mind, when doing promotions. Sometimes it's better to go without a guest rather than to suffer from stress and paying to your doctor :)

3 months ago
2
Juancsandoval

Your comment is very valuable Katerinka 12. Sometimes it happen and we do not the reason but you have provided a very interesting contribution, we do promotion that go who knows to where, we found that kind problematic guests.

One experience and that happen to me in Airbnb when the guest took the whole house and prentended to do a party there, bringing all kind of people.We were scared.We told him not to do that.He started to complaint on purpose about the bathroom, the beds, etc, the situation escalted to the point he was very aggressive because he could not do the event in the house.

I will follow up these points; 1. Visual representation 2.Record of communciation 3.Strong welcome message.House rules: which happen that we have copy in each room in both languages.5.Identity of your guest.

I try to be easy and straight and always given a way out to solve the problem.

3 months ago
7
Katerinka12

I am sure, that your listing on Airbnb says no party. But... How would you prove that the guest was about to have it? I mean not after party, when there is trash everywhere and when you can record loud voices.

The guest can complain on purpose about anything that can be captured on pictures. In fact he can even download pictures from the Internet like cockroaches and hair and present to Airbnb saying they are yours. Professional scammers do that every time in order to stay for free.

Comission on Airbnb is higher for the guest, so he is more important than host.

So, the question is how to prove to Airbnb that the guest is just about to have a party? He will, of course, not admit it. Also, how to deal in such situation with Booking?

3 months ago
7
Katerinka12

House rules printed in your room are not enough. As they are pieces of paper that just might be respected or may be not.

If you put your House rules on Airbnb, the guest MUST AGREE to them BEFORE making a booking. It makes significant difference. Any kind of problem that was described in the house rules will never be a debate, but 100% your right. No more "Not properly explained in the listing", "I didn't know", "Didn't read" (as you MUST read otherwise can't make the booking). The host said, guest agreed. Airbnb will support of what you said in your rules.

I also find it very fair to everyone. Especially for the guest. Will I be comfortable to see printed rules, that I did not see in my reservation and was not informed? I don't think so. Unless they are the same as in the listing, but again many will not bother to read.

When I get reservation from lawyers and doctors, I know that I will not have any "misunderstandings" with them because these people know how to read. But you can't imagine how people are lazy nowadays and even think that reading is bad.

In South East Asia many people do not like to read (they understand pictures better). But it's a worldwide problem already. French lady told me "reading is not something to do when you book on the go".

Another guest requested me to make pictures of dinnerware and cooking utensils (they are on checklist, and describe in the listing). For past 2 days I had to write her personally about everything I have in the apartment, because her "daughter wonders". But I know, that mother and daughter are just lazy to read.

I hope no one is questioning my ability to make a listing look like a novel. Everything is there... Even where to turn left and right.

So, Airbnb House rules are great! They Force a person to read and agree :)

3 months ago
7
Katerinka12

HOW TO DEAL WITH GUESTS THAT DEMAND EARLY CHECK IN

Example: https://ibb.co/gdzYyMk

APRIL 1, 2019

Kat
Kat
2:20 PM
Hello!

I have been experiencing a lot of guests, who will just pressure me with demands to provide them early check in. Their endless messages just do not stop and they get very upset with me as I must be responsible for their broken dreams to stay FOR FREE from very early morning.

They don't understand that I can't kick out the guest before them as I am responsible for their comfortable stay and I will never ever ask my guest to check out earlier to satisfy unjustified demands of next guest.

Obviously my time also should be respected. As for your rules, I can't compromise the cleanliness of the apartment.

Honestly, if I see that the guest is problematic, asks me for early check-in not just once, but many times, though I already gave the answer no with full explanation, keeps pressuring me, bombing with messages on Viber... I don't want to host such guest.

As he didn't want to hear or understand, I know for sure that his behavior will not change, or even will become worse. I don't want to live in constant stress being worried about what next move will put me into stress or make me feel guilty for someone's royal wishes at my expense.

If I see such problematic guest, I would like to cancel his reservation. But the problem is that you are charging me $100, and I am treaten by your staff that my account will be deleted. Not to mention that every cancelation makes me invisible in search.

I nowhere advertise any free or even paid early check in. I am seeking for your assistance and good advise as my trusted friend, how can I protect myself from problematic guests, that demand free early check in? Can their messages with such demands be a basis for free cancelation?

Please, provide the best solution to this problem. Because being forced to host such guest, every one is not happy. Upset guest, upset host, bad reviews as results and bad reputation (and work, if dispute) for Airbnb. How can we make everyone happy? Tell me, please.
󹀁

Airbnb Support
Airbnb Support
2:24 PM
Hi Kat, my name is Diksha G and I'm with Airbnb support. I'd be happy to help you today. Let me look into this.
Kat
Kat
2:26 PM
Airbnb Support
Airbnb Support
2:27 PM
Kat, please confirm do you want to cancel the reservation as you are uncomfortable with the guest.
Kat
Kat
2:28 PM
The guest asked for second time ON the date of arrival, though I already explained to him that I have a guest before him.
This is just an example. I have many guests like that.
Airbnb Support
Airbnb Support
2:29 PM
Kat, you can contact us if you are uncomfortable with the guest and want to cancel the reservation. We will definitely assist you.
Kat
Kat
2:30 PM
I want to know for the future reservations, what are my rights with Airbnb? You really want me to be forever in stress?
And what will happen next? You will charge me $100?
Airbnb Support
Airbnb Support
2:30 PM
Your level of dissatisfaction is completely justified. Need not worry, we are always there to help.
Kat, we have dedicated team, and they will check the issue. If possible they might remove the penalty.
Kat
Kat
2:31 PM
I know that any cancelation will compromise my visibility in search and performance
So, they might remove or might NOT remove. Did I understand you correctly?
Airbnb Support
Airbnb Support
2:32 PM
Kat, do not cancel the reservation, just contact us before canceling any reservation.
Yes, the team will investigate and help you accordingly.
Kat
Kat
2:34 PM
If that's the case, then I would like your team to look into this and update your rules about cancelations and penalties.
Airbnb Support
Airbnb Support
2:34 PM
Please check this link for more details: www.airbnb.co.in/help/article/259
We are always looking for suggestions to make our platform better for both hosts and guests, and insight from members of our community is immensely valuable to us. To send your suggestion, just go to our feedback form and enter a description of the feature you’d like us to create:

www.airbnb.com/help/feedback
Kat
Kat
2:35 PM
As a host, I want to know and be properly informed, when cancelation is my fault and when cancelation is not my fault.
Airbnb Support
Airbnb Support
2:36 PM
Kat, I would request you to contact us before canceling any reservation, and we will let you know.
Kat
Kat
2:36 PM
Thank you, I will do that. Please, kindly forward my request as well to your responsible staff.
Airbnb Support
Airbnb Support
2:37 PM
No problem. You're more than welcome. It's my pleasure to assist you today. Have a good day ahead!
Kat
Kat
2:37 PM
Have a good day ahead, Diksha!
Type a message
Type a message

3 months ago
2
Juancsandoval

All right Katerinka12, we handle early check in , that we invite guests to come in to the installation.We explain that the room is not ready but they can leave the baggage and we provided a free breakfast, water and of course a delighted coffee, we are colombians, of course.

Nobadoy complaint, they look for that kind of support, sometimes we provide a bathroom to take a shower, usually they endup taking other night.

3 months ago
4
Kibokoafrica

It is always advisable to stay calm and kind in all situations

3 months ago
6
michael beeston

WOW.....Katerinka !!!!!!.We do not EVER have a problem with our apartments BUT we look after many other Holiday homes and sometimes 12/14 Young people stay for 2/4 days ( a nightmare at times) I warn them when I do the meet and greet and we hold a $1,000 BOND...I have had to call the Police on several occasions and we Kick them out and they DO NOT GET THE BOND back. ( a very very messy and uncomfortable experience definitely)

3 months ago
3
Ireland-B&B

I stay calm, smile and take the blame even when it's not my fault. I smile because I say to my self ''you'll be gone in the morning, but keep it up and you'll be out tonight!!'' ;)

But in all fairness, the mean nasty and rude guests come from one country in particular...but I'm not saying which country :)

Then I bitch about them in private to my poor suffering husband LOL

3 months ago
6
michael beeston

Ireland -B@B....................Hahahaha had to laugh its true..they are GONE GONE the next day or 2...........Bye bye... and then on the other hand, we have had some absolutely lovely charming people stay and I would have them back in a Flash (unless of course if they were IRISH !!!...hahaha.).its a funny business alright ???

3 months ago
7
Katerinka12

"we hold a $1,000 BOND..I have had to call the Police on several occasions and we Kick them out and they DO NOT GET THE BOND back. ( a very very messy and uncomfortable experience definitely)"

We can't hold bond. Due to manner of operations (guests leave at unpredictable times, "airport place") and $1000 is huge amount. Both for the country and the guests as well. Though I understand that your type of the property might require this amount.

Also, the law does not protect us in any way for the bond. It's treated as a personal agreement between tenant and landlord and it's not mandatory. This is in regard to the law, that seems to be perfect on paper. Implementation if the law is a nightmare... Close to impossible.

What kind of situations did you have that you had to call to police? They must be serious. If you don't mind, please share.

3 months ago
7
Katerinka12

"Then I bitch about them in private to my poor suffering husband LOL"

Michael and Ireland, I can't stop laughing. At least Ireland has some things to discuss and has strong bond with her husband. That's more important. And... What if problematic guest is not leaving next day? Will you handle him for 1 month?

"But in all fairness, the mean nasty and rude guests come from one country in particular...but I'm not saying which country :)"

You are just reading my mind! ;) well, they are definitely not from Colombia. Though we never had guests from Colombia, I met them in other situations. They are very conservative and treat to their promises very seriously, they do what they tell. And dance well! Cheers to topic starter.

3 months ago
9
M Adamopoulou

Problematic guests have to be treated with care and proderm!!!!
(Proderm is a baby cream brand and it was for years the best advertise in TV!!!!)
Katerinka I always remember your advice to treat guests with kindness....no matter how difficult the situation....
Katerinka your suggestions are very helpful. I have tried to add House Rules in the fine print but booking.com won't let me. Of course in Airbnb I have added my House Rules.
Ireland I can imagine the scene with your suffering husband...same case here...Poor husbands....ha...ha...
Michael how about a little Champagne so we can all cheer up...

3 months ago
6
michael beeston

TRUE.............lets be positive !!!!. Katerinka the stories are quite offensive ( we have a youth culture in Australia that involves BINGE Drinking) to a huge degree............we live in Surfers Paradise ( a wonderful beach/sunny/vibrant community of 600,000 people) BUT it is like California, the young people in particular go Surfing/Dancing/Discos/ Beach parties/live Music/plenty of Freedom/go to the shopping centers barefoot and fancy free, we also have a Schoolies three weeks here, where the teenagers are leaving school and we get up to 80,000 Schoolies (look it up on Google) in a three week period, NOT ALL but maybe 2% go out of control, it may sound awful but we have 60/80 Police officers and Police cars/Motor Bikes who stay in Surfers for that period "looking after" the young people !!!.and sometimes it gets out of control...like some of our houses where we have 12/14 guys and girls....................they pay $1,000 per night...minimum 7 nights (cheap accommodation when divided by 12) BUT as I said NOT ALL the time but enough to cause problems and we therefore have NO TOLERENCE and if required kick them out !!

By the way it is also so good to see young people who have just left the authority of school, trying to behave and act Grown up yet have fun fun............sometimes we all forget we were YOUNG once..............they are 17/18 years old. (as I say look up Schoolies Surfers Paradise , on Google,its a very distinct School leaving Aussie thing )

3 months ago
6
michael beeston

"M" and Katerinka....................more positive stuff, just ordered another 3 dozen Champagne (it was on special 1/2 price so Go Go !!)

3 months ago
9
M Adamopoulou

Michael with all that champagne how can youngsters control themselves ha...ha.
I understand what you are saying same thing happens in the Summertime in Oropos and in Greece in general. People come to have fun and enjoy every minute they can. They like being free in any way...sit on sidewalks, front steps of shops, on beaches, walk barefoot in shops, restaurants, bars , talk loud, sing from morning to next morning....
Freedom....freedom....
Joining them makes our lives even better. Of course police is always present in case things get away...
Wow!!!summer is almost here...let’s have some fun guys.

3 months ago
4
Benita Cyster

a good question Juanscandoval - one will always find the odd difficult guest and you sense it in their reservation requests already, or phone calls thus as Katarinka12 advised yes always keep all conversation within the booking platform you are using. Stand firm and never let any guest push you to deviate from your values and your company policy. Big hotels , etc do not deviate from check in times - all is done at extra cost and they do not get bad reviews guests are only doing it with small establishments like ourselves - or with us at least - they want to save on a two night stay thus want to check in before 10h00 in the morning and then just pay for the one night - do stand firm - if that income was not meant for you - so be it. One really get a gut feeling when a guest is not a very friendly person and will make trouble no matter what you do or say. communication is key - communicate, communicate and keep on chatting - it does help and one always reach an agreement that suits both

3 months ago
4
Benita Cyster

Parties in your accommodation venue : We do not allow any outside guests to the venue anymore this just create extra concerns and unnecessary stress and expenses for one. Katarinka ou are so correct in saying putting house rules down , give more info in each correspondence and guide them to what is important for you and your business - gently and gently etc. in a small business especially where we as owners live on the premises we are all and do all thus whatever complaint are dished up needs to be baked or cooked just there and then best by ourselves i believe, than any staff member - I would stay quiet and listen and also ask them what they would like us to offer them for a solution eg - want to have room before 10h00 and guests are still in-house and they are arriving already - we will take their luggage, but do not have spare showers ( unless they shower at one outside for the pool use) and usually they do see that their request are not practical - we let them sign in, etc all admin are handled and give them key access but not the room access ,offer coffee etc or whatever eats are on breakfast at that time - but will not incur extra workload as breakfast time is a very busy one - in-house guest as well as in-coming guest both need 110% of your attention as both are equally important. No parties or loud music are ever allowed by guests ( we do events ourselves and thus oversee time of event and drinking etc, etc. ) as we are in a neighborhood and not on an estate etc.thus a community - if a group books ask for a person from the onset and deal and let them sign your policy for their event they wanna host - do not be afraid to do that - you have worked extremely hard to uphold a certain level of service and your brand is important to you - they just come for jolly wholly time - sometimes it takes a while to attract the right crowd - and we must sometimes let go of "bad easy money" to retain our look and feel of our business. I suppose my elderly parents on the premises bring some sort of respect to the guests as when they them they immediately take a different posture and approach - kinda my watch dogs he he he ... i do hope it assists you on the party hosting. you need to protect your image. Bye bye

3 months ago
6
michael beeston

Hello Benita Cyster..................100% agree (well said ) and "M"......FREEDOM......Wonderful..The Champagne is for you and Katerinka when you both come to the Gold Coast ..we locals call it the Goldie haha.

3 months ago
4
Benita Cyster

House rules for booking.com guests versus AirBNB rules - Yes the latter needs to be agreed upon before making the reservation - I however do exactly the same with booking.com guests that i sense that are gonna give issues - please it might sound silly but in the beginning of my business ( we are only 10 years old now) i prayed to God for guests - eish got a lot but suffered due to not asking for guests that would love a village stay, or a small business with good service. Yes not all guests are meant for all our offerings as businesses. THUS i do the same i copy and paste a form into my booking.com message for both to see and ask the guest to adhere to that as we are a small first generation family business and the majority guests respond - those that Do Not - i message booking.com and ask them to get hold of the guest and to respond - eg: we do not have a receptionist - 4 suites and 1 backpacker room - thus we do all and are all. We might be busy at the back of the house and not hear the bell so we ask for an approximate check in time ( deviation of an hour is fine too) just to not let them wait long or be unhappy and most respond. with race being a massive thing too I suppose all over not sure but in SA for sure - my families experience - some guests are from the viewpoint that all villages are rowdy and not safe , etc etc thus they book online - and once arriving all of a sudden do not feel safe - as we and the majority of the houses do not have fences - i describe our village as a place where you can still walk into a neighbors house unannounced and still receive a cuppa , few fences and lots of compassion - yet they then want a full refund etc, and in the past i did, but the last 2 years decided not to do that as a guest can also be in the wrong, prejudice and racist as we have experienced so many times - we as business owners do give our best to all our guests thus let them put up that review as readers are intelligent and do read our responses. I had a guest that scored me so low as she did not like my interior of the room - she is my guest in my house and if one out of a 1000 do not like what a room look like - then leave deary but staying for days and then complain - oh no i love my guests and live for serving them with excellence but my faith and life has taught me to stand up for my beliefs and what our offerings are. I surely hope my input can assist you. God bless Benita

3 months ago
9
M Adamopoulou

Thanks Michael for the Goldie. Sometimes dreams come true.... Since you and Rita are coming to Europe maybe you should bring your Goldie with you and convince Katerinka to come and have a drink to our forum friendship and freedom!!!
Cheers!!!!

3 months ago
6
michael beeston

Would be wonderful...BUT the price of the Forum is damn expensive and for us the airfares as well, BUT we can see Rita's brothers in Belgium at the same time....it will be good...take care am off to The Pinnacle for an early check in ( 4 meet and greets today ahhhhhhhhh!!!!...........talk soon.)

3 months ago
9
M Adamopoulou

Too much work Michael!!!
Fares are definitely too expensive, I understand.
Dreaming doesn't pay....
I love Pinnacle....
Have a great meet and greet...

3 months ago
9
M Adamopoulou

Michael you are welcome...
Wish you well and a fabulous weekend...

3 months ago
2
Brendan Kerchoff

I imagine there would be some difficult guests indeed as it comes with the line of hospitality.

I myself have not had a difficult one as yet, (touch wood) but should one come about, one just needs to understand that it takes all types to make the world go about, and therefore you would be required to manage and handle the situation as best as you possibly can given the nature of that situation.

3 months ago
9
M Adamopoulou

Brendan wish you only have well behaved guests. Keep on thinking positive and everything will roll as simple as possible.

Have a great time...

3 months ago
4
Kibokoafrica

Brendan you are very right. One need to be prepared to handle all type of characters. I always believes even the most nagging guest can still recommend you to other guests in future.

3 months ago
6
michael beeston

We All seem to agree.............well said Brendan, agree 100%.Thanks Michael.

3 months ago
2
Juancsandoval

Yes Michael.We agreed in all the points.It is something positive for the forum.But what it is most important, this forum is very supportive that we feel we are doing our homework right that despite once in a while we have a negative guest that challenge our service, back up, we all know that at the end, our experience, knowledge and support is worth it.

3 months ago
2
Brendan Kerchoff

Thank you very much Michael Beeston, Kibokoafrica and M Adamopoulou.

3 months ago
9
M Adamopoulou

-Juancsandoval homework when retired is such fun...

3 months ago
9
M Adamopoulou

Brendan as Juancsandoval mentioned doing our homework right we all benefit...
Have a marvelous day...

3 months ago
3
Martina Stoecker

We can count bad experience ( or positive in another way) with guests on one hand after 18 years in hospitality in SA. Aren't we lucky ;-)

You know what get's me mad still ? We are asking our guests during our welcome procedure- show them around, talk a bit about the area and restaurants, offering coffee or tea - to please let us know if there is something out of their expectation, something they might miss or we can try to organize or even something we probably could change in the future. During their stay we are here (almost 24/7) should there be any complaint. At time of departure we ask if everything was to their satisfaction - and are very pleased to hear that all was in order. Just to read in their online review about their complaint/s. We ask our self why not let us know directly during the stay? And then on top it might be a anonymous review or without the possibility to answer. This is so terrible unfair.

To handle difficult guests needs a lot of patience. Sometimes guests are terribly stressed from an unexpected long distance drive as the distance was miss-calculated. We give them time to calm down, find back to themselves. This is mostly the day after arrival, after a well sleep and a lovely breakfast served.

It might be then, that the TV does not want to work anymore - which is actually just a button away to delete all the settings - which in that situation above can cause a huge problem, guests are angry as the screen is black. The day later it might have been a secondary issue. With a little smile inside myself I fix it and don't use many words to explain what happened.

We once had a complaint about the interior in the room ( of course later in a review) I hardly could believe what I was reading. The images in the internet show clearly how the room looks alike, so why complain later?

There was a complaint from the same person, that we had been too personal? So how in the world did I have to understand that? I still don't. I answered, that he might prefer to stay at a large Hotel, anonymous.

These are actually the more difficult guests as this can damage your business much more than a personal complaint in a moment of a bad mood. When I'm travelling and the coffee is not tasting - I let the waitress know or the accommodation provider......

We do have house rules and they are visible on arrival, in the rooms, well presented. But as I am not a friend of sticking notes all over the property I keep it to a minimum, like the hours for playing pool billiard, the time breakfast is served, the latest time of departure. As we are a small guesthouse it is very easy to integrate the rules whilst talking and guide them to their room.

I'm asking for approx time of arrival in my confirmation letter as I close the reception 'virtually' at 19.00. If I don't - we had this experience earlier - we might still be sitting and waiting at 22.00...... except their flight arrives late at George Airport.

We keep our accommodation rated 4 star - so the expectation is still quite high but we rather provide the 5 star feeling with the little extras.

We stopped renting out the whole property as a holiday home. It caused far too many problems, starting by the house rules and ending with handling damages. Now it's on BnB base only and we live on the property to manage 24/7/52.

Only one time during our hospitality journey we had a couple to ask to leave the property. The lady was turning the room up-site down in the middle of the night, screaming around with her poor husband as she was unhappy with the place he choose to stay, that it was not the Hilton style. We asked her to please calm down as we had other guests, with little result. So in the morning we asked her to leave the property, before breakfast. We felt so sorry for her husband, but he definitely understood and was glad that there was somebody in a long time 'to fence her in', as he said.

Sometimes I'm asking myself, what would be if we, as accommodation provider, would be able to review our guests here at Booking.com ??

You all have a successful week - I'm sending you sunny greetings from Summerlane BnB in Wilderness.

3 months ago
2
Leannemccarty23

My guests that have complained has never to our face, only through scoring on bookingcom, this is actually worse as it gives us bad feedback for the next people to read, not good, but I must say those have only ever been old folks who think they are booking into a motel and give us bad feed back for their own negligence of reading 😊

3 months ago
3
Martina Stoecker

Leannemccarty23...... so sorry to read.... but you know, it's funny, most of ours are young guests. Travelling world wide year around...

3 months ago
6
michael beeston

Hello everyone..Have been reading the comments and TRUE..what a strange business we are in !!! complaints for NOTHING..Hey guys and girls enjoy life !!..We have many Asians who do not read the website and arrive to a HOTEL.....No !!! it s an APARTMENT...Hello did you not read !!!

We get 10 10 10 ALL the time BUT one day a COMPLAINER will arrive in and complain complain( it's just matter of time)..what can we do but try our best..I do this not for Fun I do it for a monetary reward !! Full Stop.!!!...But we can ONLY try our very best . Michael.

3 months ago
9
M Adamopoulou

Hi Michael thank God difficult guests are very few... Maybe we should have only pictures in our listings since guests Sony care to read ha....ha...ha.
Having to drink champagne does miracles!!!
Cheers my friends...

3 months ago
6
michael beeston

hahaha..agree.We are so so busy over this Easter week..............10 meet and greets and plenty of bookings full full.............good news. Michael.

3 months ago
9
M Adamopoulou

Michael busy...busy...great news for you. Easter time is busy time even without meet and greet...
Take care...

3 months ago
1
Madclaridge

I find you always get the one guest who will express their satisfaction with everything but when it comes to rate their stay it will be less than 10? How does Booking.com see a sudden drop in a rating when it has been good by everyone else except this one guest although they were not dissatisfied?

3 months ago
3
Martina Stoecker

Well, mcclaridge..... maybe compared to other accommodations these guests stayed during their journey - before or after us - the rating is lower than expected ......even though we had the impression that we receive a higher score according to their comments during their stay or on departure?

3 months ago
1
Glassworks

Hi all

I have been reading through these comments, and can relate to each and everyone..it would appear that we are all in the same boat!

However, the question that I would like to put out there, is how does one get booking.com to pull a seriously nasty review? (Or why do they allow publication in the first place?) This time last year, I had a guest from hell who utterly destroyed my accommodation. I immediately marked her down for misconduct, however booking.com still published her damning review - which by the way, had absolutely nothing to do with the accommodation, just her own actions. I had many replies from booking.com saying they do not tolerate bad behaviour etc, yet to date, her hateful review is still up! I feel totally blind sided by bc, who promise us all the protection but no action was taken at the time at all, (apart from some meaningless emails) and no follow ups were done either. Surely we are able to request a review to be pulled? Especially after one year?

If anyone can help with regards to this, it would be most appreciated.

3 months ago
3
Ireland-B&B

Hi Glassworks

It happens to us all, aww heck I was accused of walking into a bathroom while a guest was in the shower and what she said in her review was so not true, of course I told b.com at the time it was all lies but they would'nt listen and let her review go ahead and be online. Regardless if they are good or bad reviews, once they are 2 years old they automatically come off your review page...so you only have 1 more year to wait to get rid of that nasty review. I totally agree with you, b.com should help us more and listen to us but they dont. They favor the guest more than us. And if b.com is reading this...well honey..it's true!!

Glassworks...just rise above it and dont let it get you down, we have to be very thick skinned in this business. I was use to dealing with the public in my previous occupations but in this hospitality business, people (guests) can be very nasty indeed. We do see some good people but when they turn nasty it can be very scary at times. Another time I had 2 women staying and DANG they scared the you know whats out of me!! I was glad when they left the next morning, I reported them to b.com and thankfully b.com did block them from ever making another booking at my place, but if any of the nasty ones come back...I wont let them in as by law in my country..I have the right to refuse admission.

So chin up... :)

3 months ago
3
Martina Stoecker

me again ....the top I've ever experienced was, that someone could write a review on tripadvisor who never ever came over my doorstep...... all I could do was, leaning back, sleep over that and respond very careful, so everybody who was reading my comment, knew, that this was fake.But - it was there for ever.

Lucky that with Booking.com at least the guest writing a review stayed over. If I ever received a bad review ( I managed some guesthouses until today) I did the same thing - didn't write back immediately I slept over the miserable situation and by the end of the day I "used" the bad review for marketing. Sounds funny but it works.

3 months ago
1
Glassworks

Ireland-BnB

Thank you so much for your reply and the laugh! I am sure your showering babe was an absolutely breathtaking beaut! Thank you also for the knowledge that that previous persons comments shall be deleted within another year..Sheez, I shall plod on..

Thank you also Martina Stoeker for your input. All much appreciated and nice to talk to fellow "sufferers!" Hahahaa

3 months ago
7
Katerinka12

I wouldn't mind denying entry to the guest, who is very problematic from the very start. But then what to do with guests, who smile at you, say everything is OK and after they leave the destructive review will follow.

As it seems to me people are scared to "bother" host in order to stay at the property stress-free or maybe they are just this kind of people? Who feels excited, when they do damage to someone for no reason and dance salsa on someone else's bones?

Martina, do you reply to the guest addressing his complaints when you use the review for marketing or you just use this space and possibility to market to everyone?

3 months ago
3
Ireland-B&B

Glassworks...no she was as ugly as sin lol But I'm not that way inclined anyway, even if she looked like a super model.

Martina ...There was a big thing in the News about 2 or 3 years ago where TripAdvisor was onto people who had multiable accounts and were leaving lots of reviews (good or bad) for the same place and it turned out they were either staff or friends of the establishment and in a few cases ...guests who just left a mean nasty review in the hopes of getting a FREE stay as an apology from the owner.

One restaurant owner in Dublin Ireland got a very very nasty review a good few years ago and he took the person to court where it was then the guest said he only left the nasty review with the hopes of getting a free meal from the owner of the restaurant, needless to say he didnt and the judge fined him quite a lot of €'s LOL So thankfully it back-fired on him lol

+1
3 months ago