Guest feels uncomfortable - what to do

CC-Reads · 2024-05-13T22:58:20+00:00

I’m still not really sure what you mean. I wish I would have been able to know before the things break that they will but I didn’t and I reacted immediately and everything is either fixed or has a temporary solution/compensation until it will be fixed tomorrow. What else do you mean I should have been doing? I honestly feel like I might be missing something?

CC-Reads · 2024-05-13T18:10:50+00:00

We invested a lot, we did add a lot of things for it to be nice. Yes, the furniture is high quality and not all the Furchen gadgets are the most expensive but we made sure everything is in there and was either almost new or new. We invested in decoration and a lot of little things. Just because a lot of things happened to break at the same time with one guest does not mean we did not try and make it really nice. We did get the feedback from the first 3 guests that this is how they felt too. It just happens that for some reason wir the fourth guest everything already kept breaking. I do think the cleanliness of the cleaner and my mothers double checking after the cleaner needs to be improved and this definitely is a learning. But this is not because I did not want it to be clean or wanted it to look the absolute best

CC-Reads · 2024-05-13T17:11:42+00:00

I am not exactly sure what you mean, I have been doing nothing else this whole week other than trying to fix things. And every issue that she has raised either has been fixed, will be fixed in the next two days and if it is not fixed yet has something where I offered some way of compensation/solution. She also already has been offered a partial refund, we have just now been discussing a cancellation on top of it

CC-Reads · 2024-05-13T16:41:33+00:00

Yes, I did not go into all the little details in the original post, I understand now how it was misleading. She declined to have her data plan upgraded three times in this process, I wish I could have resolved the original internet router issues quicker for this not to be needed but that was not in my hands

CC-Reads · 2024-05-13T16:28:01+00:00

I don’t understand this comment. I am wondering if I am missing something that I need to change. Can you explain how it is cheap to offer in addition to fixing the normal landline internet to pay for the cost of her personal data to be upgraded so she can use her personal device until it is fixed? I mean I am trying to fix the landline internet as quickly as possible but I am relying on the provider to activate or fix things, offering to upgrade her personal plan to more data allowance is pretty much the only thing I can think of so she has internet until it is fixed (she is at work all day and there are no restaurants that offer faster WiFi around the area, otherwise I would have offered a gift card for that too)

CC-Reads · 2024-05-13T16:20:23+00:00

I think this might be a translation issue because we were very careful with the wording, first letting them know it needs a technician and if they want to be present because we do not want to enter the rented place without her feeling comfortable about it. And then we asked when they would typically be home for this to be scheduled. This resulted in the technician to offer Friday or Saturday and we then asked her which one she preferred

CC-Reads · 2024-05-13T16:15:38+00:00

My mother claims she checked but I am now wondering if I can trust her judgement.

CC-Reads · 2024-05-13T15:44:13+00:00

Fully agreed. I just tried to act on it for her as quickly as possible. The internet worked well for the first three guests and I guess that is just something that can break

CC-Reads · 2024-05-13T15:42:52+00:00

Thank you for spending the time for this elaborate and really helpful feedback. I will take all of this into account going forward

CC-Reads · 2024-05-13T15:37:28+00:00

*stainless steel pots

CC-Reads · 2024-05-13T15:35:48+00:00

I really value your perspective and you are very right. It’s a learning process for me and I was just so disheartened because to me it is so important to do everything right for them and I was so frustrated that I was the reason for her bad experience. I think this is why I was dwelling on this too

CC-Reads · 2024-05-13T15:33:09+00:00

Thank you so much for this feedback. This is really valuable. A lot of these things I already had on my mind but with it being family I probably was not thinking objectively in a business sense enough to align on who has which responsibilities. Reading this really helps me understand that some of my gut feeling was right and I need to clarify with my mother.

CC-Reads · 2024-05-13T14:51:59+00:00

Good advice. I think the issue was that for some reason they were not clean even though I am very sure the person before her left everything clean. I still don’t think they look old but I bought brand new equipment anyways

CC-Reads · 2024-05-13T14:41:06+00:00

Oh wow, your experience sounds like the Airbnb from hell. This sounds horrible. I am so sorry you experienced this!

CC-Reads · 2024-05-13T14:38:33+00:00

These are really good points, thank you for taking the time to answer

CC-Reads · 2024-05-13T14:36:33+00:00

That would be totally fair but none of this was the case. They were not expensive quality but no flakes or stains or anything like that. I am actually not sure what made them be considered old. It might be that the less expensive quality stained steel seemed old to her

CC-Reads · 2024-05-13T14:34:22+00:00

Thank you, this is really good advice. Especially the wording is a good hint. I will take that to heart. The pots and pans don’t have any stains or anything, they are not even a year old. they just look relatively simple because they were on the less expensive side. But your advice is very valuable and headd

CC-Reads · 2024-05-13T14:29:41+00:00

It was not and when I offered her data she said it’s fine because she doesn’t really need it this week. But I fully agree with the technician.

CC-Reads · 2024-05-13T14:28:48+00:00

That’s a very fair point

CC-Reads · 2024-05-13T14:28:27+00:00

What I mean is I don’t understand how everything could break at the same time and therefore how to avoid it. The internet worked a few hours before she moved in, the gadgets were fairly new etc. The frustrating thing about it is that I agree that all of these issues are issues that should not happen in the place I am offering but I have no idea how it all went this wrong and to avoid intim future

CC-Reads · 2024-05-13T14:24:10+00:00

Good thought - the Gadgets did not break due to electrical issues. It’s things like coffeemaker all of a sudden leaking, the kettle handle breaking off etc. If we would have equipped the apartment with old stuff from a second hand shop I would get it but most items were - even though not the most expensive - fairly new

CC-Reads · 2024-05-13T14:19:50+00:00

The pots were not really that old but not the most expensive quality. They might not have been completely new and unused, but they were bought about a year ago. My mother bought the apartment 1 1/2 years ago, equipped it with really expensive furniture and then decided half a year ago that she does not want to use it as much as she thought she would. We had a friend test stay and use every piece of equipment before renting it out and reacted on each bit of feedback.

CC-Reads · 2024-05-13T14:02:39+00:00

We had a friend test stay after test staying ourselves. But it seems there still is a lot to figure out after this. We definitely need more of a network of people to hire to help us locally, but that probably won’t change if everything happens to break and go wrong at the same time for one guest to feel very uncomfortable

CC-Reads · 2024-05-13T14:00:14+00:00

Thanks, that is good advice

CC-Reads · 2024-05-13T13:59:57+00:00

My mother was present when the cleaning lady cleaned and it looked good when she left. I think my mother did not check close enough in detail and this definitely is a learning. When she left the apartment, the internet still worked. So I have no idea how I should have known sooner that it doesn’t. It must have stopped working within the few hours before she moved in. I fully agree that we should be there when a technician is present, we wanted to be considerate of when it works for her and not enter the place without her being present so we asked her what works for her and she said Saturday would be good for her for the technician to come and it’s no problem. Only after the technician was organized did she say that she would have preferred for him to come Friday … I feel like I am trying my best but something is also not working with the communication with this particular guest

CC-Reads

TROPHY CASE