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Agreed.

But also think that for B&B's it may be because it is too personal - no staff.
 
Good point CH.
Is it worth saying something? Most of the time not.
 
See mostly I think its too personal but who do they think reads the reviews? duh - I will always remember a 4 in a bed competitor who we were going to the area so considered booking there and went to read the reviews.
Long and short woman said - amazing place really nice person running it so I didn't want to tell her about (1) only 1 bin in the room so had to carry dripping tea bag to bin in bathroom and various other very minor things easy rectified like could have done with more tea bags - so instead of telling her in a quiet word so she could fix it you told everyone in the entire world - which do you think she would prefer?
 
I think this emphasises the need for a comprehensive guest feedback form in the rooms, it gives the guest who is unhappy the opportunity to tell you, the owner what they didn't like, without most of the issues raised in this article.
And having made their point I'm sure they are less likely to go away and vent on a review site.
Also, not every negative is an angry one, some people want to pass on suggestions because they want to help you improve your business.
 
I think this emphasises the need for a comprehensive guest feedback form in the rooms, it gives the guest who is unhappy the opportunity to tell you, the owner what they didn't like, without most of the issues raised in this article.
And having made their point I'm sure they are less likely to go away and vent on a review site.
Also, not every negative is an angry one, some people want to pass on suggestions because they want to help you improve your business..
Don't get me wrong some things people come out with are BIZZARE however one guest gave me 2 really good ideas for a room which we implemented straight away
(1) shower caddy in the shower as husband dropped soap bent over to get it and wedged himself between wall and door and was trapped and stuck - wife nearly wet herself laughing at him!
(2) corner tv stand so tv could be seen from every part of the room easily.
 
I think this emphasises the need for a comprehensive guest feedback form in the rooms, it gives the guest who is unhappy the opportunity to tell you, the owner what they didn't like, without most of the issues raised in this article.
And having made their point I'm sure they are less likely to go away and vent on a review site.
Also, not every negative is an angry one, some people want to pass on suggestions because they want to help you improve your business..
What does your comment card look like?
I mention in our newsletter when we've made a change based on guest requests. It lets everyone who cares know we're listening.
 
I had postcards that said Suggestions? My goal was to get them from people as they checked out. Or I'd look for them in a basket by the door. I had them in the rooms. Ideal was to say I hope you enjoyed your stay, please let me know of any suggestions? Some were great - a light over a mirror in one of the guest rooms, flashlights in all the rooms in case of power outages with working batteries (obvious, right?) Umbrellas to lend by the door I had but could never quite get them in a location where people would see them and not trip over them.
I always said, 'Thank you so much for your suggestion' but some I had no intention of doing ... like offering free cocktails :) I actually tried that and got a warning for serving alcohol without a license.
 
I had postcards that said Suggestions? My goal was to get them from people as they checked out. Or I'd look for them in a basket by the door. I had them in the rooms. Ideal was to say I hope you enjoyed your stay, please let me know of any suggestions? Some were great - a light over a mirror in one of the guest rooms, flashlights in all the rooms in case of power outages with working batteries (obvious, right?) Umbrellas to lend by the door I had but could never quite get them in a location where people would see them and not trip over them.
I always said, 'Thank you so much for your suggestion' but some I had no intention of doing ... like offering free cocktails :) I actually tried that and got a warning for serving alcohol without a license..
I have a mirror that lights up on batteries. First week, someone switched their dead batteries for my live batteries...
 
I had postcards that said Suggestions? My goal was to get them from people as they checked out. Or I'd look for them in a basket by the door. I had them in the rooms. Ideal was to say I hope you enjoyed your stay, please let me know of any suggestions? Some were great - a light over a mirror in one of the guest rooms, flashlights in all the rooms in case of power outages with working batteries (obvious, right?) Umbrellas to lend by the door I had but could never quite get them in a location where people would see them and not trip over them.
I always said, 'Thank you so much for your suggestion' but some I had no intention of doing ... like offering free cocktails :) I actually tried that and got a warning for serving alcohol without a license..
I have a mirror that lights up on batteries. First week, someone switched their dead batteries for my live batteries...
.
Yes, that happens. And you know it happened when they are not the brand of batteries you buy!
Generic said:
I have a mirror that lights up on batteries. First week, someone switched their dead batteries for my live batteries...
 
Ta very much! (I did not reply on your post so you can edit it to remove the link.)
 
I had postcards that said Suggestions? My goal was to get them from people as they checked out. Or I'd look for them in a basket by the door. I had them in the rooms. Ideal was to say I hope you enjoyed your stay, please let me know of any suggestions? Some were great - a light over a mirror in one of the guest rooms, flashlights in all the rooms in case of power outages with working batteries (obvious, right?) Umbrellas to lend by the door I had but could never quite get them in a location where people would see them and not trip over them.
I always said, 'Thank you so much for your suggestion' but some I had no intention of doing ... like offering free cocktails :) I actually tried that and got a warning for serving alcohol without a license..
I have a mirror that lights up on batteries. First week, someone switched their dead batteries for my live batteries...
.
Generic said:
I have a mirror that lights up on batteries. First week, someone switched their dead batteries for my live batteries...
We had someone swap out their dead batteries for the alarm clock batteries. C'mon people, don't be so damned cheap.
 
I had postcards that said Suggestions? My goal was to get them from people as they checked out. Or I'd look for them in a basket by the door. I had them in the rooms. Ideal was to say I hope you enjoyed your stay, please let me know of any suggestions? Some were great - a light over a mirror in one of the guest rooms, flashlights in all the rooms in case of power outages with working batteries (obvious, right?) Umbrellas to lend by the door I had but could never quite get them in a location where people would see them and not trip over them.
I always said, 'Thank you so much for your suggestion' but some I had no intention of doing ... like offering free cocktails :) I actually tried that and got a warning for serving alcohol without a license..
seashanty said:
I had postcards that said Suggestions? My goal was to get them from people as they checked out. Or I'd look for them in a basket by the door. I had them in the rooms. Ideal was to say I hope you enjoyed your stay, please let me know of any suggestions? Some were great - a light over a mirror in one of the guest rooms, flashlights in all the rooms in case of power outages with working batteries (obvious, right?) Umbrellas to lend by the door I had but could never quite get them in a location where people would see them and not trip over them.
I always said, 'Thank you so much for your suggestion' but some I had no intention of doing ... like offering free cocktails :) I actually tried that and got a warning for serving alcohol without a license.
Ah, a postcard! I can do that. Maybe use the large postcard size. Using HJ's suggestions for leading questions. Need a fun idea for the picture side... A big ? or what?
 
In our thank you cards, we put a big post it that says to leave comments and suggestion on how we can better serve you. Its great if they want to write you a note so you remove the post it and the card is still useable for the next guests.
 
I think this emphasises the need for a comprehensive guest feedback form in the rooms, it gives the guest who is unhappy the opportunity to tell you, the owner what they didn't like, without most of the issues raised in this article.
And having made their point I'm sure they are less likely to go away and vent on a review site.
Also, not every negative is an angry one, some people want to pass on suggestions because they want to help you improve your business..
What does your comment card look like?
I mention in our newsletter when we've made a change based on guest requests. It lets everyone who cares know we're listening.
.
Just for you for a limited time only. (Link removed.)
I print it on a4, my printer prints both sides.
 
Ta very much! (I did not reply on your post so you can edit it to remove the link.).
thumbs_up.gif

 
Some people don't like confrontation and some feel they won't get anywhere so why bother - I'm neither of those but many people I know are and will just walk and post a review. So here's an example of how not to treat a guest with an issue.
Got 2 days away for our anniversary this week. Stayed at a Maine Select Registry property, didn't use the shower the first night or next morning because of activities. Came back and jumped in quickly and then off to another activity and then dinner. When we got back Hubby went in to shower and looked around in shower to find it was covered in black MOLD (pictures shows one row of grout, it was in everyone and more on the floor!!!! Went to speak to innkeeper, she had gone home but assistant was there. Assistant was mortified and offered to send in housekeeper - but it was late (almost 10pm) and I'm an asthmatic so I didn't want them spraying the shower right beside the bed area with tons of chemicals and disturbing the mold. So before we left I asked the innkeeper to come to the room with me. She said that this isn't how she runs a business, that she just had SR and AAA inspections and passed with flying colors and that her housekeepers were using Windex to clean rather than the proper chemicals so that's why the mold. She was somewhat curt with me rather than apologetic and said I should have reported the mold the first day so they could have dealt with it - we didn't use the shower until late the second night. I so would have said that I was so sorry and that I would make it right and that I'd personally get that mold out to ensure it doesn't happen again.
So I told her it was totally unacceptable and that I know they are in their busy season but this was obviously going on for a long time with the volume of mold and that I was so upset because at breakfast both mornings at different tables the bottle of maple syrup was filthy and I didn't want to even touch it to put on my french toast -- obviously there is no housekeeping oversight. She knew we were innkeepers from the assistant and then went on to tell us that she recently spent $7K on visas for two housekeepers (all housekeepers were sweet asian girls) and that they both took off and got married and she was burned and short-staffed. So she said "Well you know the drill, with the extent of your complaints this stay will be free and there's nothing left to say" -- I was pissed. I actually have a spotless place and never have guests complain like this or have ever had issues like this so I really don't "know the drill." Her assistant mentioned immediately that we'd have monetary compensation so this is probably just how they deal with it. She made me and hubby feel like we were trying to pull something over on her to get a free stay. I so wanted to slap her and tell her to take off her fancy blouse and jewelry and get her ass into her rooms and start cleaning. If you're short staffed then buck up and grab a sponge and make sure people aren't being exposed to black mold and paying you great money to do so.
So imagine now if you were more meek and this is how you were treated by an innkeeper - you can bet those people will not speak up ever again but rather check out and blast you and your place all over social media from a safe distance. Or maybe they'll be like me and do both.
20160817_084409.jpg
20160816_214852.jpg
 
I think this emphasises the need for a comprehensive guest feedback form in the rooms, it gives the guest who is unhappy the opportunity to tell you, the owner what they didn't like, without most of the issues raised in this article.
And having made their point I'm sure they are less likely to go away and vent on a review site.
Also, not every negative is an angry one, some people want to pass on suggestions because they want to help you improve your business..
Don't get me wrong some things people come out with are BIZZARE however one guest gave me 2 really good ideas for a room which we implemented straight away
(1) shower caddy in the shower as husband dropped soap bent over to get it and wedged himself between wall and door and was trapped and stuck - wife nearly wet herself laughing at him!
(2) corner tv stand so tv could be seen from every part of the room easily.
.
Jcam said:
(1) shower caddy in the shower as husband dropped soap bent over to get it and wedged himself between wall and door and was trapped and stuck - wife nearly wet herself laughing at him!
smileyvault-cute-big-smiley-animated-013.gif

 
Some people don't like confrontation and some feel they won't get anywhere so why bother - I'm neither of those but many people I know are and will just walk and post a review. So here's an example of how not to treat a guest with an issue.
Got 2 days away for our anniversary this week. Stayed at a Maine Select Registry property, didn't use the shower the first night or next morning because of activities. Came back and jumped in quickly and then off to another activity and then dinner. When we got back Hubby went in to shower and looked around in shower to find it was covered in black MOLD (pictures shows one row of grout, it was in everyone and more on the floor!!!! Went to speak to innkeeper, she had gone home but assistant was there. Assistant was mortified and offered to send in housekeeper - but it was late (almost 10pm) and I'm an asthmatic so I didn't want them spraying the shower right beside the bed area with tons of chemicals and disturbing the mold. So before we left I asked the innkeeper to come to the room with me. She said that this isn't how she runs a business, that she just had SR and AAA inspections and passed with flying colors and that her housekeepers were using Windex to clean rather than the proper chemicals so that's why the mold. She was somewhat curt with me rather than apologetic and said I should have reported the mold the first day so they could have dealt with it - we didn't use the shower until late the second night. I so would have said that I was so sorry and that I would make it right and that I'd personally get that mold out to ensure it doesn't happen again.
So I told her it was totally unacceptable and that I know they are in their busy season but this was obviously going on for a long time with the volume of mold and that I was so upset because at breakfast both mornings at different tables the bottle of maple syrup was filthy and I didn't want to even touch it to put on my french toast -- obviously there is no housekeeping oversight. She knew we were innkeepers from the assistant and then went on to tell us that she recently spent $7K on visas for two housekeepers (all housekeepers were sweet asian girls) and that they both took off and got married and she was burned and short-staffed. So she said "Well you know the drill, with the extent of your complaints this stay will be free and there's nothing left to say" -- I was pissed. I actually have a spotless place and never have guests complain like this or have ever had issues like this so I really don't "know the drill." Her assistant mentioned immediately that we'd have monetary compensation so this is probably just how they deal with it. She made me and hubby feel like we were trying to pull something over on her to get a free stay. I so wanted to slap her and tell her to take off her fancy blouse and jewelry and get her ass into her rooms and start cleaning. If you're short staffed then buck up and grab a sponge and make sure people aren't being exposed to black mold and paying you great money to do so.
So imagine now if you were more meek and this is how you were treated by an innkeeper - you can bet those people will not speak up ever again but rather check out and blast you and your place all over social media from a safe distance. Or maybe they'll be like me and do both.
20160817_084409.jpg
20160816_214852.jpg
.
So sorry this happened to you and spoiled your special time!
angry_smile.gif
It's just a good excuse to take another trip this winter since this one got ruined.
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