The Case of the Missing Hob: When Guest Communication Gets Tricky
At first glance, Erie seems like a dream guest – friendly, understanding, and quick to dismiss any inconvenience. But beneath the surface lies a series of communication challenges that test even the most seasoned host.
In my first month of hosting, I was all about that personal touch. I figured, what better way to make someone feel welcome than to greet them in person? Especially if they're from another country, right? So I made it a point to meet every single guest.
My place was cozy, but it was not super fancy. I kept my rates lower than nearby listings (I knew this factually as I kept a Google sheet of listings in my area). I was sure my hospitality would make all the difference.
Then came my first international guest, Erie (not her real name). She booked a 10-night stay – I was thrilled! She mentioned she was allergic to mold and she's a big coffee lover, so I made a note of that. My place was pretty basic (because I was following the Minimum Viable Approach) – no fancy kitchen, just a microwave for heating food.
Erie showed up a bit early, and wouldn't you know it, the guests before her were running late. I had to scramble to get the place ready! (I was the only one cleaning the space at this time.)
Thankfully, she was super cool about it. She even thought the keypad lock on the door was something special! And being a bit of a bookworm, she liked that I had a mini-library. I thought, "Okay, we're off to a good start!"
But a few days in, I got a message from Erie asking for a cooktop. Whoa, hold on! My listing was clear: microwave only. Nobody had ever asked for a cooktop before! It made me realize that everyone comes with their ideas of what they need. I had to find a way to handle this without letting her down, while also sticking to what I had advertised.
That's when things got interesting, and I began learning about the ins and outs of guest communication.
Here's the lowdown on what I discovered about handling feedback, requests, and those sometimes tricky conversations
Key Skills for Handling Guest Communication
Responding to Requests:
When a guest asks for something not included in your listing, don't panic! It's all about finding a balance. Acknowledge their needs while being honest about what you can offer. Sometimes, this means thinking outside the box.
For example, when Erie inquired about a hob (for cooking), I didn't want her to feel like she was being unreasonable, so instead of a flat-out "no," I looked for a solution. I told her I'd be happy to provide one, but it would take a little time to get it installed. It wasn't about blaming anyone, but about finding a win-win. (Plus, I was already planning to add more kitchen appliances!)
Managing Reviews and Feedback:
Every piece of feedback is valuable, whether it's a glowing review or a message with constructive criticism. Take the time to respond thoughtfully, acknowledge any concerns, and show appreciation for the positive comments. It's all about building trust and showing your guests you care.
This was important with Erie. When the cooktop installation got delayed, I was worried she might leave a negative review, especially since she had already mentioned needing to cut her trip short. So when she finally requested to shorten her stay, I acted quickly. I approved the change right away and reassured her that the cooktop and rangehood were still on their way. Even though things hadn't gone perfectly, I wanted her to know I was doing everything I could to make things right.
Using Messaging and Automation:
Quick replies are like gold in the hosting world. They show you're attentive and on top of things. To save time and still make guests feel like VIPs, set up automated responses for those FAQs – you know, the ones you answer a hundred times a day.
Here's a pro tip: Keep a "quick reply" stash of your most-used responses. Trust me, your fingers will thank you! I started doing this right from the beginning, and it was a game-changer.
Another thing I did early on was create a template to request reviews after a good stay. If you let guests know how much those reviews matter and that you genuinely want their feedback, they're more likely to take a few minutes to help you out. Of course, use your judgment – not every stay calls for a review request so don't automate this part of your messaging.
Ultimately, I did get the 5-star review I was hoping for.
Erie also left me some helpful feedback: she suggested adding a shower curtain, as many European and Japanese guests prefer keeping the toilet area dry, and she noted a need for better ant management—always a challenge in a tropical setting with plants around.
Thankfully, she provided her feedback in a private note, just as I’d requested in my messages to her. However, she ended up cutting her stay short from 10 nights to just 3. Later, I found out she’d moved to a cheaper listing rather than for the work-related reason she mentioned.
Hosting Erie taught me far more than I expected about anticipating guest needs, responding to feedback, and striking the right balance in communication.
The 5-star review from her felt like an achievement, but it’s the lessons I gained from this experience that I now value the most.
If you’re a new host facing similar challenges, know that each guest brings opportunities for growth.
With patience, flexibility, and a bit of creative problem-solving, you’ll find your stride and keep improving with every booking.
