First challenging guests of the season...
Posted: Wed Jul 19, 2017 12:49 pm
So far this season's guests have been great with no major traumas, incidents or unreasonable demands. However, the trend has abruptly changed with our current guests.
First, they arrived for their 3 night stay two and a half hours before the agreed check in time and demanded access to the property. "Well we are here now and need to get in!" We manage the property remotely and have time/ date activated PIN code door locks. They couldn't/ wouldn't understand when I explained that I couldn't quickly grant them access to the cottage and suggested that they wait at the pub down the road (2 min walk) until I could sort the access codes. They gave me no prior warning that they would arrive early.
When they eventually got into the cottage (earlier than the intended check in time) I had an urgent message from them saying that one of the mattresses in the twin room was too soft to sleep on and could I please immediately change it for something firmer. I explained that the mattresses were brand new and were medium-firm to suit most adults and that we have had no complaints before (in fact just the opposite) and had no other mattresses to change to. This response was met by silence from the guests.
An hour later, I had a message complaining of (i) no washing tablets for the automatic machine (there were some under the sink), (ii) weeds between the paving in the garden and (iii) lack of a wifi signal on the top floor (3rd floor) of our cottage. I've managed to deal with all three issues but their tone is verging on the hysterical.
Late last night I had a message to say the kitchen was flooding and urgent help was needed. It turned out that they had been using dishwasher tablets in the washing machine. Luckily our handyman managed to call in and resolve the issue and doesn't think any damage done to the (new) machine. This in spite of very clear and illustrated laminates in the cottage demonstrating how to use the machines etc.
The last straw this morning is a message from them asking for me to book train tickets for them for when they leave! They say they will leave the cash on the kitchen table. I've responded to say this is not a service we provide and I am not sure how in any case I would get the tickets to them in time. I've explained that they are at most a 10 minute walk from the nearest railway station and that tickets purchased direct from there will be cheaper as they won't incur a booking fee etc. This has been met by another message saying that I am unreasonable.
So - I think I'm going to have to chalk this one up to experience. Thankfully most of our guests are absolutely trouble free and a joy to communicate with. Can't wait for this lot to go (assuming they managed to get those train tickets...)
First, they arrived for their 3 night stay two and a half hours before the agreed check in time and demanded access to the property. "Well we are here now and need to get in!" We manage the property remotely and have time/ date activated PIN code door locks. They couldn't/ wouldn't understand when I explained that I couldn't quickly grant them access to the cottage and suggested that they wait at the pub down the road (2 min walk) until I could sort the access codes. They gave me no prior warning that they would arrive early.
When they eventually got into the cottage (earlier than the intended check in time) I had an urgent message from them saying that one of the mattresses in the twin room was too soft to sleep on and could I please immediately change it for something firmer. I explained that the mattresses were brand new and were medium-firm to suit most adults and that we have had no complaints before (in fact just the opposite) and had no other mattresses to change to. This response was met by silence from the guests.
An hour later, I had a message complaining of (i) no washing tablets for the automatic machine (there were some under the sink), (ii) weeds between the paving in the garden and (iii) lack of a wifi signal on the top floor (3rd floor) of our cottage. I've managed to deal with all three issues but their tone is verging on the hysterical.
Late last night I had a message to say the kitchen was flooding and urgent help was needed. It turned out that they had been using dishwasher tablets in the washing machine. Luckily our handyman managed to call in and resolve the issue and doesn't think any damage done to the (new) machine. This in spite of very clear and illustrated laminates in the cottage demonstrating how to use the machines etc.
The last straw this morning is a message from them asking for me to book train tickets for them for when they leave! They say they will leave the cash on the kitchen table. I've responded to say this is not a service we provide and I am not sure how in any case I would get the tickets to them in time. I've explained that they are at most a 10 minute walk from the nearest railway station and that tickets purchased direct from there will be cheaper as they won't incur a booking fee etc. This has been met by another message saying that I am unreasonable.
So - I think I'm going to have to chalk this one up to experience. Thankfully most of our guests are absolutely trouble free and a joy to communicate with. Can't wait for this lot to go (assuming they managed to get those train tickets...)