No, you left before breakfast.

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07/06/2019

Working on a response to this. 24 hour wait rule in effect. Makes me want to cry.

private quaint little room on first floor
breakfast was home cooked
nice country decorating
couldn't figure out the internet or get the tv to work either
floors were very squeaky in our room
soap was the size of a tic-tac ( shower was ok though )
our private bath - was separate room off the hall, ( that opened to the other room and kitchen on first floor )

ChrisandShelley's picture
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04/13/2014

Always issues with the television and internet. We can put instructions, access codes, picto-graphs, crayon drawings, and we STILL get calls about getting the television/internet to work.

Don't cry. We got a bad review in our first year from someone who didn't even stay with us and I was so mad! But the next weekend, we had a guest say that they were leery of all of our 5 star reviews and that the one star review gave us some legitimacy. If all you get is high reviews, then I think people start getting suspicious.

Not that I WANT a 1 star review, but at least there is a bright side, especially if it is very infrequent.

It's hard not to be upset over it. I still get that little twinge whenever our survey comes back with even just a mild downer opinion. But it's part of the business. I have to conciously count my blessings and think of all of the wonderful guests who have had a great experience here.

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The Wildflower Bed & Breakfast, Mountain View, AR

 

JimBoone's picture
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>>Makes me want to cry

I don't think guests know how much the innkeeper cares or how badly it hurts when the guest is unhappy

>>couldn't figure out the internet or get the tv to work

This sort of comment is an education experience for me, how can I improve, but you can't slap them and make them read, a returning guest (several prior visits) told me he never could get the TV to work in the past, I mean there are written instructions and a picture with arrows pointing to the buttons to push, go figure, I hope after watching me turn it on for him he learned.

>>floors were very squeaky in our room

I'd play that up as part of the charm of the bed and breakfast in an historic home

>>soap was the size of a tic-tac

Well aren't all hotel soaps, as usually required to be individually wrapped and disposed of between guests, now me personally I prefer the larger hotel sizes of an ounce or more, stayed at a nice hotel recently and the soap was thicker than mine, but so narrow the bar was difficult to hold. 

>>our private bath - was separate room off the hall

I suppose I'd point out the other rooms with bath in the room and the financial advantage of the less expensive room, trade off for walking across the hall to the bath

 

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07/06/2019

Thank you! Smiling

OnTheShore's picture
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08/28/2011

I think they are referring to the hallway (not the bathroom) when they say "opened to the other room and kitchen on first floor." In other words, the hallway they had to cross to get to their private bathroom was too public for their taste.  But I agree that it is confusing and could be misread to imply that the bathroom opens to the other room and to the kitchen.... Ugh.

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07/06/2019

prolly.

Morticia's picture
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05/22/2008

What are your observations about their stay? IS their bathroom in the hallway and opens to another room and the kitchen? Are the floors squeaky? Is the soap the size of a tic tac?

Our floors are squeaky, it's an old house. We have a detached bath, too, and it's hard to explain so a picture helps. Our bars of soap are small, good for 4-6 showers, so not teeny.

How difficult is WiFi to figure out? That sounds weird. TV's are another thing altogether. There are no two TV's in the world that work the same! However, that statement makes the guest sound clueless. (We had to tape off the remote because guests kept switching to the wrong setting then saying the TV didn't work.)

Good idea to wait the 24 hours before replying.

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07/06/2019

Thank you for your reply! I'm beside myself and trying to respond appropriately to the review, and I appreciate a neutral perspective.

Guests rented the cheap room-with private bathroom across the hall. Bathroom has one door, which opens towards the hallway, and across from their room. The guest room next door to that one has an ensuite. Kitchen is adjoining a wall of the bathroom, with the shared wall perpendivular to the opening of the door. from the bathroom. Pictures, with text overlay describing "private bathroom across the hall" is there, but often they only look at the price.

Floor is squeaky everywhere, commensurate with build date in 1930's and wood floors.

Tic tac sized soaps- I don't think so. Industry standard sized private label, small size, not full size, but FREE as a courtesy and not miniscule. Guest liked them and the shampoo enough to take the extras from their one night stay when they left. Prolly the same size as yours. Ordered from the company in the northeast that does such a great job-as they have been for the entire 18 seasons we've been in business.

Wifi may or may not be difficult, depending on guest and literacy. There is a printed and laminated sheet with instructions on the bed, with different possible user error issues and solutions indicated. TV-once they mess it up pounding away at every button, it's a crap shoot.

I did check them in in person. Spent time answering questions. They already knew the answers, apparently, because no matter which of the questions I answered, they told me otherwise after a partial response by me. Told them where to find me-we live downstairs.

Told them all about breakfast-and they loved what I fixed that day, except they left well before it was served, without even telling me they were leaving. My 5 nighter told me. The room door was closed, and I thought they were still asleep. If they had let me know they were leaving, they could've had a breakfast to go.

YEESH!

Can I steal your description of the soap?

gillumhouse's picture
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05/22/2008

I hve 2 rooms thsat share a bathroom. It is posted everywhere and I have robesd in the closets for guests to use. The least expensive room gets booked almost as often as the room with the ensuite.  So far, no one has had a problem with that. For my fiest 10 years that was the ONLY bathroom and I asked everyone making a reservation,"you are aware that we are 3 rooms with a shared bathroom" and then launched into how we knew it disappointed some, but nostreakers are allowed, we have robes in the closets" - got the first chuckle. then I said each room had emergency facilities - "there is a chamber pot under every bed", second chuckle and I described breakfasts. 9 timesout of 10 I got the reservations. However, it got to the point no one knew what I was talking about re streakers! In 2006, I figured out how/where to create the ensuite.

Re wifi: I have the network and password printed on an address label which is taped to the base of the flatscreen TV. They may not look at an info book, but they WILL look at the TV.

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07/06/2019

8.5 X 11" laminated printed wifi instructions on the bed. Not in an info book. They have to move it out of the way to sleep. I don't just abandon them. I show the room. I show/tell the wifi instruction location.

If only I could force them to read.

Morticia's picture
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05/22/2008

momdog wrote:
8.5 X 11" laminated printed wifi instructions on the bed. Not in an info book. They have to move it out of the way to sleep. I don't just abandon them. I show the room. I show/tell the wifi instruction location. If only I could force them to read.

Better still - I have the info in a picture frame on the bed! Still doesn't get read.

gillumhouse's picture
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05/22/2008

Was not intimating otherwise. We all try to inform on arrival but cannot force the to read OR listen when we tell them about the room, amenities, breakfast, etc. Easier for them to compain about us that to read or listen.

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07/06/2019

Didn't think you were, just clarifying. Smiling

Morticia's picture
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05/22/2008

Steal away on soap size. I have the same problem with the detached bath - it's all about the price. I've had panicked emails saying they 'never saw it was a shared bathroom! change my reservation!' etc. It's not shared. But, yeah, they saw the cheapest room in town and never read anything about it!

Where is the review? TA, Google, an OTA? Did they leave a star rating, too? I'd focus on the things you think are important. Don't get into a line by line correction.

'Glad you loved the breakfast and the room. So sorry you did not see the printed instructions in the room for how to operate (and troubleshoot) any issues with the WiFi or TV that you did not understand when I explained it to you. I appreciate your pointing out the private bathroom for this room is across the hall from the room. We're happy that even though you found the soap too small, you liked it well enough to take all of it from the bathroom. It really IS a wonderful, private label soap!'

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07/06/2019

Yup. Pretty much!

No good deed. FREE is their favorite complaint-not always, just sometimes it feels that way.

7.5 stars of 10. Well below my current average of 9.0 The other lodging facilities with the same or higher are boutique or high-end non-branded. Unnamed OTA

cloudbedsna's picture
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07/06/2019

Makes you wonder if this guest is "familiar" with the B&B experience -- the creaky floors and the bathroom location are (sometimes) part of it. 

I take it s/he hadn't stayed with you before?

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07/06/2019

No. Cheap room + high average score==sold, but they had no idea what they purchased. All I can do is provide the information. When they get here and ask, "is this an old (fill in the blank with post office, barn, grocery store, whatever) I know they read nothing but the price and "breakfast included". And will then ask how many people share the private bathroom. Sometimes they ask the same question when the bathroom is ensuite. One too many stays at an Air instead of a real, perhaps?

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