Post by High Priestess on Feb 7, 2016 3:14:29 GMT
From Anecdotes group:
Regina shared Feb 6 2016
www.airbnb.com/groups/content/content-206363
Question regarding rating
Hi
Just had a guest who booked last minute . Said the original place she booked said it was a separate apartment and it was a room. She called to complain that they ran out of hot water. I had it checked out and it was fine. She must have washed clothes and dishes and taken a long shower because boyfriend said no hot water. I offered that he could use upstairs apartment bath which was vacant. He said no. When I went over an hour later the water was hot. I never had that complaint before. Not even when there were two couples renting it as a two bedroom longterm rental.
Then she rated me said everything was great I addressed issues quickly. My s5 star rating went from 80% to 66% . I only have 9 trips because I tend to get longterm guests for a month because I am central to hospital.
Under amenities she said I should have had cooking oil flour ect. I provide coffee, creamer, sugar, tea hot chocolate and snack like breakfast bars, pop tarts, oatmeal, cheese crackers, chips and pretzels. I also place a few bottles of water to get them started. I am not sure if this shows up to public.
How do I reply to this.
She said in main review she wants to come back.....
10 comments
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Like
Mig
Thank her for her comments and help with suggestions for improvement. You don't really need to get into a war of words in public.
Regina
I wasn't planning on getting in a war if words but I don't want her to think I am going to supply her with groceries if she decides to come bsck.
Regina
And I wanted to know what would be public
Sara
@regina I lent my guest cooking oil and he has used mine for nearly 2 months also complaining there is no salt so next time they can buy all their groceries it's expensive in other words start as you mean to go on !
Maxine
Regina, I agree with Sara - guest expectations that you provide groceries for them over and above some breakfast provisions, is just ridiculous.
I respond to the review politely and say, thanks for the feedback, appreciated. Breakfast provisions are provided for all guests - but additional groceries and cooking ingredients cannot be accommodated as each guests requirements are individual to their taste, and are therefore not factored into the cost of property rental. Others reading their review will understand that it was a silly expectation.
e
Regina
Thank you
.I am still not sure if that bit is public. If not I will just not reply. It is under amenities
helga
The grocery remark is not public, you don't need to answer that. Otherwise an answer like Maxine suggests is fine. But you can send her a mail explaining that you rent rooms and do not nor intend to, ever, do grocery shopping for your guests. For the hot water, there are people who can stand 45 minutes under a hot shower. I had to buy a dehumidifier to get all the vapour out and get the doors to close again. Besides it costs a fortune and is such a waste. My heater only heats water at night. I put a debit restriction in the shower head and if someone wants more hot water than a full load, he pays the extra person fee, for every day remaining. (Locally it's a normal quantity for 3, my family never emptied it with 4 and I rent for 2).
Sara
@helga wish I had that in a hotel in Paris recently people taking a room without showers had to buy a plastic token at the concierge for the amount of time required for a shower . Like You I have a water tank for two bedrooms and there is just me and one guest but the girls wash their long hair for ages and my very first guest washed his clothes in the bath. but the grocery story is a nightmare Inwas just eating a cheese sandwich when my guest who had cooked pasta and chicken said " can I have some of your cheese for my pasta" that cost me money and time to buy it but who needs a row over cheese?I may put Maxine's sentence in my amenities thanks everyone
helga
Sarah, you can unscrew the shower head and put a disk with a hole in it, between the pipe and the shower head. They sell that in a home worker store, depending on the size of the hole you reduce the flow more or less. There are a bit fancier solutions but all of them are under 5 euros. Or get a shower head which puts a lot of air into the water. That gives the illusion that there is more water. The trick is, you don't get a massage that way and if it's cool, the water does not heat you up so much. Takes some of the fun out of the process and you don't stay under it for hours. Thereby double reduction, shorter time and less wster per minute. In some countries they are obligatory for the sake of the environment.
Regina
Thanks everyone this group is awesomr.
Regina shared Feb 6 2016
www.airbnb.com/groups/content/content-206363
Question regarding rating
Hi
Just had a guest who booked last minute . Said the original place she booked said it was a separate apartment and it was a room. She called to complain that they ran out of hot water. I had it checked out and it was fine. She must have washed clothes and dishes and taken a long shower because boyfriend said no hot water. I offered that he could use upstairs apartment bath which was vacant. He said no. When I went over an hour later the water was hot. I never had that complaint before. Not even when there were two couples renting it as a two bedroom longterm rental.
Then she rated me said everything was great I addressed issues quickly. My s5 star rating went from 80% to 66% . I only have 9 trips because I tend to get longterm guests for a month because I am central to hospital.
Under amenities she said I should have had cooking oil flour ect. I provide coffee, creamer, sugar, tea hot chocolate and snack like breakfast bars, pop tarts, oatmeal, cheese crackers, chips and pretzels. I also place a few bottles of water to get them started. I am not sure if this shows up to public.
How do I reply to this.
She said in main review she wants to come back.....
10 comments
Follow
Like
Mig
Thank her for her comments and help with suggestions for improvement. You don't really need to get into a war of words in public.
Regina
I wasn't planning on getting in a war if words but I don't want her to think I am going to supply her with groceries if she decides to come bsck.
Regina
And I wanted to know what would be public
Sara
@regina I lent my guest cooking oil and he has used mine for nearly 2 months also complaining there is no salt so next time they can buy all their groceries it's expensive in other words start as you mean to go on !
Maxine
Regina, I agree with Sara - guest expectations that you provide groceries for them over and above some breakfast provisions, is just ridiculous.
I respond to the review politely and say, thanks for the feedback, appreciated. Breakfast provisions are provided for all guests - but additional groceries and cooking ingredients cannot be accommodated as each guests requirements are individual to their taste, and are therefore not factored into the cost of property rental. Others reading their review will understand that it was a silly expectation.
e
Regina
Thank you
.I am still not sure if that bit is public. If not I will just not reply. It is under amenities
helga
The grocery remark is not public, you don't need to answer that. Otherwise an answer like Maxine suggests is fine. But you can send her a mail explaining that you rent rooms and do not nor intend to, ever, do grocery shopping for your guests. For the hot water, there are people who can stand 45 minutes under a hot shower. I had to buy a dehumidifier to get all the vapour out and get the doors to close again. Besides it costs a fortune and is such a waste. My heater only heats water at night. I put a debit restriction in the shower head and if someone wants more hot water than a full load, he pays the extra person fee, for every day remaining. (Locally it's a normal quantity for 3, my family never emptied it with 4 and I rent for 2).
Sara
@helga wish I had that in a hotel in Paris recently people taking a room without showers had to buy a plastic token at the concierge for the amount of time required for a shower . Like You I have a water tank for two bedrooms and there is just me and one guest but the girls wash their long hair for ages and my very first guest washed his clothes in the bath. but the grocery story is a nightmare Inwas just eating a cheese sandwich when my guest who had cooked pasta and chicken said " can I have some of your cheese for my pasta" that cost me money and time to buy it but who needs a row over cheese?I may put Maxine's sentence in my amenities thanks everyone
helga
Sarah, you can unscrew the shower head and put a disk with a hole in it, between the pipe and the shower head. They sell that in a home worker store, depending on the size of the hole you reduce the flow more or less. There are a bit fancier solutions but all of them are under 5 euros. Or get a shower head which puts a lot of air into the water. That gives the illusion that there is more water. The trick is, you don't get a massage that way and if it's cool, the water does not heat you up so much. Takes some of the fun out of the process and you don't stay under it for hours. Thereby double reduction, shorter time and less wster per minute. In some countries they are obligatory for the sake of the environment.
Regina
Thanks everyone this group is awesomr.