With my Airbnb business every day there is a new challenge to face and a new learning for me. My list of rules and regulations keeps getting lengthy by the day....haha. It's so difficult to manage people sometimes and keep them happy. Last week there was a group of 8 people, who had booked a 2 nights stay with us. Through out the stay I have a practice to call up the guest once a day and check on them if everything is going fine and if they would need any assistance. As per the practice, I did with this group as well.
When I called them up they told me everything was very good and they were having a very good time. I was happy that everything was well. Once their stay was over, I asked them to share their feedback with us. Normally I ask them to put the review on google. I was very surprised to see their review. They had complaints about my staff and complaint that the towel was not changed on the second day. I always tell update my customers that the linen and towels will be changed once in 3 days. If their stay is shorter then that, then it will not be changed.
The problem with people is that they do not read the rules and regulations carefully at the time of booking and after that they complaint. Here I was more shocked because when I asked them on the call, they had praises for everything but then later with the complaint of the towel, they gave me a one star rating. Somewhere after reading their review I felt that they had made up their mind to give me low rating and for that reason they just wanted some lame reason. There was nothing concrete that they could write negative and hence such a loose comment they put up.
This is what they wrote for my place
I could not hold myself back so this is my response to them. I seriously feel how people can be so unmindful.
At our home we use our towel for a week and do not put in laundry ever day, but when we travel we use these things so carelessly. I hate when people throw towels and linen on the ground after using it in hotels. At home do we throw them on the floor? then why do we do that at the hotels. When I stay at a hotel, I use the same towels and napkins through the stay. Only if my stay is more then 6 to 7 days then I request a change.
What do you all think about this issue. What is your general behavior on these things when you travel?
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