BOOKING ACCEPTANCE AND COMMUNICATING WITH GUESTS
Throughout your guest’s stay, ensure that you remain both proactively and reactively communicative.
Guests may occasionally get in touch to raise an issue or ask you a question. Sometimes these will be fair and understandable, whist other times they may be petty, silly or obvious.
Regardless of your thoughts on the matter, do everything within your power to answer their question, remedy their issue or fulfil their request. Your default position should be a willingness to accommodate the wishes of your guests wherever reasonably practical.
In the eyes of your guest, you are in the hospitality business, and within reason, the principle that the customer is always right still remains.
Most guests are considerate and reasonable and will not require a disproportionate investment of your time to ensure you are left with a glowing review. Over-investing in the occasional “bad egg” is a small price to pay to guarantee that your good ratings and reviews are maintained.
Take a big picture perspective, and see these “over-investments” as being diluted amongst the vast majority of other trips you host that do not require such hands-on, time-intensive management.
In many instances, guests take issue not with the particular problem they may be having, but rather the lack of its acknowledgement or efforts to have it fixed. Simply acknowledging the guest’s issue and demonstrating a desire to get it resolved is normally more than enough to placate an otherwise problematic guest.
Use your discretion, but again, if the request is not unreasonable and the amount not too substantial, then consider paying it to make the problem disappear. Regardless of whether you’re technically obligated, this may represent a small price to pay to avoid a bad review and long-term Airbnb success.
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