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I believe in giving the guest nothing to criticize but no guesthouse is perfect so I keep a stock of what I call 'Feedback Forms' inside the information folders on the desk in the guest's rooms. Guest can use the forms to comment on items that might not be working to their liking (perhaps they feel that the shower is not hard enough or the basin empties too slowly - that kind of thing). So far I have had no bad reviews of that nature and I have been in business for 13 years.
I also believe in telling guests on arrival to let me know if they have any problem during their stay (my phone number is on the breakfast menu, on guest information pamphlets etc in the room) and I always ask them if everything was okay when I see them at breakfast. I maintain a friendly attitude so that they are not intimidated and will be honest with me and I always attend to complaints immediately. If something can't be fixed straight away then I leave a note in the room with information about what is happening and how long I estimate it will take to fix. Same with power outages or water shortages. If people know that you are concerned (which I truly am) they will always be more generous while you fix the problem.
The most unfair criticisms I have had have always been on price and I do not respond to those because I have no intention of reducing my prices and there is no point in being insincere. (BTW we are the most reasonably priced guest house in our area). If the price suits you when you are shopping around, why complain about it afterwards, especially when such complaints are unfounded. Your quality guesthouse can always be compared to a cheaper one in a less salubrious area but guests don't book into those do they? I offer quality service and good bed linen, good food, comfort, convenience and a high standard of cleanliness. People who complain about price want all of that but then they don't want to pay for it and, as we all know, nothing is free.