BNB STORIES #13
Welcome back to another episode of the BnB stories!
Last time, we talked about how you can attract millennials to your property. But this time, we’re exploring a completely different topic. This time, we’ll be discussing the top guest complaints that usually result in bad reviews. We’ll also examine ways to handle them like a pro and avoid the dreaded bad review.
Unsurprisingly, the most common problems guests face aren’t hard to predict, solve, or avoid in the future. Let’s take a look at some of the top guest complaints and problems, as well as the ways you can resolve them as a host.
Your Place Wasn’t as Clean As Expected.
This problem is definitely one of the most common ones guests face during their stays, and it could negatively affect your reviews. All guests expect the property they’re booking to be squeaky clean—at least as clean as a nice hotel room. Think about it this way: Nothing will deter your guests more than a dead bug, a dusty kitchen, or unclean sheets.
So how can you solve this problem?
- Make sure you thoroughly clean your property before and after your guests’ stays.
- Cleaning doesn’t just involve vacuuming and taking out the trash. It’s about doing a thorough deep-clean of the entire property. This cleaning should include areas that are often overlooked, including inside kitchen cabinets, under beds, and on ceilings.
- Make sure there are no bad odors in your house at any time.
- Ensure the cleanliness of your kitchen.
- Make sure the beds are clean.
- Since toilets are one of the ways guests most frequently evaluate the cleanliness of your property, keep them sparkling clean.
- Hire a housekeeper who regularly cleans the space. You should be able to openly communicate with this person. Always inform him or her about new bookings, and make sure he or she is aligned with your check-in and checkout timing.
- Always have a backup housekeeper, just in case.
The WiFi wasn’t working.
Today, no one appreciates going to a property without WiFi, especially if yours is targeted at millennials. Even worse, you may claim that your property has Wifi, but it isn’t working.
To avoid complaints, make sure you:
- Leave instructions about how to use the WiFi in a place where your guests will see them.
- Promptly respond if any issues arise during their stay.
One of the amenities wasn’t operating properly.
If your heat or any of your appliances stop working, your guests will probably want them to instantly get fixed. After all, if you advertise that you have a Nespresso machine, washer/dryer, or massage chair, you should make sure they’re all working properly.
If something breaks, do one of the following:
- Find a way to resolve the issue yourself.
- Call a technician to fix the problem as soon as possible.
- Apologize if you’re unable to resolve the issue immediately.
In general, make sure that the property is properly maintained, and regularly check your appliances. If any amenity is no longer available, don’t forget to update your rental description on all platforms (if you sync rentals to different channels).
The Property Doesn’t Look Like the Pictures You Posted.
One of the biggest complaints guests have that often results in bad reviews is that the pictures don’t accurately reflect the location.
So always make sure that you add as many high-quality pictures as possible, that accurately reflect the way the property currently looks.
Don’t oversell your property by using words and descriptions that are too ”optimistic.”
There Were Problems with Safety.
A lot of guests complain about the general safety of the property or the surrounding area. While there isn’t anything you could do about the surrounding area (except try not to depict it as safe if it isn’t), you could take your property to the next level to avoid any safety problems or concerns.
Some of these examples include:
- Adding cameras at the entrance.
- Ensuring a proper lock mechanism.
- Keeping the inside of your residence safe
- Provide proper security mechanisms, such as thumbprint locks.
The Key Exchange Process Wasn’t Organized.
Don’t ask your guests to travel all the way across town to pick up the keys. Here are problems guests have faced regarding keys:
- The keys weren’t there.
- They couldn’t access the keys.
- They couldn’t open the lockbox.
- The owner was late dropping off the keys.
- The access code didn’t work.
Ensure an easy way to meet your guests, or find a safe place to hide your keys. These measures will prevent any complaints from guests who don’t have the patience to wait for their keys.
The Check-in and Check-out Times Were Confusing.
A lot of guest experiences are ruined by miscommunications about check-in and checkout times. Make sure you’re very clear about exactly what these time ranges are. The earlier you communicate these specifics, the better.
There weren’t enough supplies.
Always ensure that you aren’t short on basic supplies, including:
- Paper towels
Always make sure you provide plenty of supplies and don’t worry about the extra money you spend! Your efforts will always be appreciated, and they could always be used by your next guests.
The Neighborhood Was Too Noisy.
While you can’t really do anything about this problem, there’s always a way to prevent guests from leaving a bad review because of it. So clearly communicate the status of your neighborhood in your posting, and be completely transparent about it. Then you can make sure your guests are okay with the noise and enjoy their stay.
Inevitably, there will always be times when things go wrong. But it’s all about the ways you choose to handle the situation that can turn an unsatisfied guest into a happy one.