Lay My Hat home page Lay My Hat Forum
The forum for holiday rental owners


 
  FAQFAQ    SearchSearch    MemberlistMemberlist   UsergroupsUsergroups    RegisterRegister  
  ProfileProfile    Log in to check your private messagesLog in to check your private messages    Log inLog in 

You know it is silly season ......
Goto page 1, 2  Next
 
Post new topic   Reply to topic    Lay My Hat Forum Index ->
Managing your guests
View previous topic :: View next topic  
Author Message
Frenchlady



Joined: 09 Dec 2013
Posts: 112
Location: Dordogne

PostPosted: Wed Aug 17, 2016 12:16 pm    Post subject: You know it is silly season ...... Reply with quote

when guests take time out of their holiday to send an e-mail to complain about a cracked glass (even though I checked the glasses especially the ones hidden at the back), a chipped and dirty plate (probably hidden by previous guests way down the pile), the recycle info card not in the drawer as stated in the house book - black sacks are provided for food waste and yellow recycle bags have pictures on them, glass in the bottle bank ..... SIMPLES!!!

Perhaps they would like to know what we have found in the past, shit in the shower (on more than 1 occasion), used Durex (complete with contents) under the bed, more food on the floors than sold in Sainsburys, filled nappies hidden in pots beside the log burner, shall I go on .........

After a 6 hour changeover in 35 degrees heat I will not beat myself up because I missed one cracked glass and a dirty plate. Will be interesting to see how they leave the house in 2 weeks time.
Back to top
View user's profile Send private message Visit poster's website
ManxRed1



Joined: 25 Jul 2016
Posts: 217
Location: Polperro, Cornwall, UK

PostPosted: Wed Aug 17, 2016 12:21 pm    Post subject: Reply with quote

I posted this on another thread a day or two ago, but I received a one star TripAdvisor review because they thought my cutlery was too bendy.

A heinous crime for which I should have been tortured and been forced to give the guests a full refund.
_________________
www.harboursidepolperro.co.uk
Back to top
View user's profile Send private message
Nemo



Joined: 14 Aug 2008
Posts: 7004
Location: Norfolk

PostPosted: Wed Aug 17, 2016 1:05 pm    Post subject: Reply with quote

To play devils advocate, although they are little things, you now know that they need throwing away/replacing when you come to do the next changeover.

We complain when guests don't let us know what needs doing, so perhaps we need to let little ones like this pass over us simply, with a nod and a smile and an email reply saying thank you for letting me know. No, I wouldn't be in a good mood after a six hour changeover either in that heat. Wink
Back to top
View user's profile Send private message
French Cricket



Joined: 10 Apr 2008
Posts: 3052
Location: French Pyrénées

PostPosted: Wed Aug 17, 2016 1:40 pm    Post subject: Reply with quote

Yes, Nemo, indeed ... Frenchlady, if you're like us you'll almost certainly ask your guests to let you know if anything is missing, broken, damaged or not working ... could it be that that's what they were doing, rather than complaining?

I'm always happy when mine let me know of things in good time as it means I have time to organise replacements etc ready for the next changeover.
_________________
Holiday retreat for grown-ups in the French Pyrenees
French Foothills
Our Catalan cottage
Back to top
View user's profile Send private message Visit poster's website
Casscat



Joined: 05 Jul 2014
Posts: 2661
Location: Andalucía

PostPosted: Wed Aug 17, 2016 3:18 pm    Post subject: Reply with quote

Oh I think you can usually distinguish the moaners from the helpful contributors! Very Happy
Back to top
View user's profile Send private message Visit poster's website
NeatandPicky



Joined: 30 Aug 2007
Posts: 353
Location: Pissouri Bay, Cyprus

PostPosted: Wed Aug 17, 2016 4:54 pm    Post subject: Reply with quote

While inwardly sighing I would be writing to thank the guest for drawing it to my attention. Wink
Back to top
View user's profile Send private message Visit poster's website
Kate11



Joined: 02 Apr 2016
Posts: 32
Location: Portugal

PostPosted: Wed Aug 17, 2016 4:58 pm    Post subject: Reply with quote

When you tell guests before they book that there's no bus service nearby so they book anyway and then complain that the resort is unsuitable for them because they can't get a bus .....
Back to top
View user's profile Send private message
COYS



Joined: 06 Jun 2015
Posts: 627
Location: Greek Islands

PostPosted: Wed Aug 17, 2016 5:04 pm    Post subject: Reply with quote

French Cricket wrote:
Yes, Nemo, indeed ... Frenchlady, if you're like us you'll almost certainly ask your guests to let you know if anything is missing, broken, damaged or not working ... could it be that that's what they were doing, rather than complaining?

I'm always happy when mine let me know of things in good time as it means I have time to organise replacements etc ready for the next changeover.


I once got a text in the middle of the night to tell me that there were no "men's glasses" Turns out they wanted pint glasses, not the smaller Pilsner types we had. I sent a reply to say our range of glassware wasn't gender specific & heard nothing more but it was still listed as a "need" in our guest book.
What never ceases to amaze me is that in spite of supplying the changeover team with a big stock of matching spares we always turn up to an eclectic mix of mismatched glasses, mugs etc. straight from the local cheapo store.
_________________
This time next year Rodney, we'll be millionaires.
Back to top
View user's profile Send private message
French Cricket



Joined: 10 Apr 2008
Posts: 3052
Location: French Pyrénées

PostPosted: Wed Aug 17, 2016 5:12 pm    Post subject: Reply with quote

COYS wrote:

I once got a text in the middle of the night to tell me that there were no "men's glasses"


That's given me my laugh for the day - thanks COYS Laughing
_________________
Holiday retreat for grown-ups in the French Pyrenees
French Foothills
Our Catalan cottage
Back to top
View user's profile Send private message Visit poster's website
roxytoo



Joined: 03 Feb 2005
Posts: 1584
Location: Spain Costa Blanca

PostPosted: Wed Aug 17, 2016 5:26 pm    Post subject: Reply with quote

In the last week

Is it normal to have ants in Spain?

Text at 2am (I've found 3 cockroaches in the bathroom, one is dead'

Where is the TV? I can't live without TV for 15 days? (advert advises there is no TV)

where is the air con? (advert advises there is no air con)

The meter is not working, keyholder goes round, theres a big sign on it saying 2 euros coins only, the contract states 2 euros coins only. Guest' Oh yes I read that but thought it wouldn't matter'

Are people getting stupider?? (is there is such a word) or lazier and cant be bothered to read anything? or both?

I just don't get it, if it was me I scrutinize everything before I make a decision
Back to top
View user's profile Send private message
Pen



Joined: 11 May 2009
Posts: 90
Location: Brittany, France

PostPosted: Wed Aug 17, 2016 5:48 pm    Post subject: Reply with quote

... when you get a text message at 2am asking for the wi-fi code so they can let people at home know they arrived safetly.

Erm, that'll be printed label on top of the livebox saying wifi code = xyz

"people at home" not to be disturbed by texts of course!
Back to top
View user's profile Send private message
Sunbeam



Joined: 10 Aug 2015
Posts: 74
Location: Spain

PostPosted: Wed Aug 17, 2016 8:11 pm    Post subject: Reply with quote

Agree with Casscat - you can tell if guests are moaning or being genuinely helpful.

We ask guests to let us know if there's anything that we could do to improve etc. Recent guests said that a garlic press would be useful and that the potato peeler was a bit blunt. Easy to sort out.

To be honest such a relief that that kind of feedback is so minor - we had a 'smelly bathroom' problem last summer - resolved after a few weeks but stressful for us during that time - so blunt-potato-peeler-feedback is like music to our ears.

But even the guests who mentioned the smelly bathroom were so nice about it. I think if you build up a few brownie points by being super-helpful, nice welcome pack etc - people are normally quite forgiving.
Back to top
View user's profile Send private message
ManxRed1



Joined: 25 Jul 2016
Posts: 217
Location: Polperro, Cornwall, UK

PostPosted: Thu Aug 18, 2016 7:48 am    Post subject: Reply with quote

Nemo wrote:
To play devils advocate, although they are little things, you now know that they need throwing away/replacing when you come to do the next changeover.

We complain when guests don't let us know what needs doing, so perhaps we need to let little ones like this pass over us simply, with a nod and a smile and an email reply saying thank you for letting me know. No, I wouldn't be in a good mood after a six hour changeover either in that heat. Wink


Oh, I changed the cutlery straight away, and we have a guest book where we openly invite comments/suggestions etc. which is where most guests let us know if we could be doing things better.

It's the 'I'm giving this place one star on TA (for bendy cutlery, I mean, bloody hell)' brigade that get up my nose!
_________________
www.harboursidepolperro.co.uk
Back to top
View user's profile Send private message
Frenchlady



Joined: 09 Dec 2013
Posts: 112
Location: Dordogne

PostPosted: Thu Aug 18, 2016 11:44 am    Post subject: Reply with quote

Well we went to see the guests this morning to resolve any issues. I think they were just covering their backsides ref deposit on the little items. However they stood and lied to me about a large stain that they claimed was on one of the sheets. I said I was devastated if I had put a sheet on a bed with a stain (I knew I had not). I asked the lady to go and remove the offending sheet whilst I fetched a clean one. I looked at the stain in front of her and it was quite large. There was no way it was soiled when I put that sheet on the bed. She then said it was also on the mattress protector. Then I knew she was lying, that was clean on and spotless on changeover. They have a little baby just a few months old with them which they had not declared to the owners. Say no more. But how they could lie to me is beyond me. I did get quite angry as I needed to defend myself. I explained I will be the first to put my hands up to any mistakes and we pride ourselves on our work. She then backed off pretty quickly and looked very sheepish. We will be doing the changeover next week armed with our camera so the owners can fight back if we find damage - like the baby lying on the sofa in just a nappy and nothing underneath it!!!!!!!!!!
Back to top
View user's profile Send private message Visit poster's website
Hells Bells



Joined: 30 Apr 2005
Posts: 13112
Location: French Alps

PostPosted: Thu Aug 18, 2016 12:22 pm    Post subject: Reply with quote

How can you forget you are taking a baby on holiday?
Back to top
View user's profile Send private message Visit poster's website
Display posts from previous:   
Post new topic   Reply to topic    Lay My Hat Forum Index ->
Managing your guests
All times are GMT
Goto page 1, 2  Next
Page 1 of 2

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum


Powered by phpBB © 2001, 2005 phpBB Group