Some advice from our Guest Experience Manager on what you can do to avoid bad feedback and suggestions on how to handle guest complaints. As always, remember that we’re only a phone call away if you need to talk through a tricky situation.

Ensuring the good

A guest’s stay starts from when they see your place on our site through to the moment they check out. To bring the right guests and make sure they have a good time, it’s important to make sure that accurate expectations are created and that they are then fulfilled.

Our site:

• Check your listing on the Canopy & Stars website regularly to make sure everything is up to date, especially directions, which should be as easy to follow at night as they are during the day. Nothing makes a worse first impression than not being able to find a place.
• If you make any changes to your site, let us know ASAP so that we can amend your information.
• Be honest about anything that some people might not like. Your space is unique and it won’t suit everyone. It’s more important to get the right guests.

Your site:

• Make sure your spaces are properly cleaned, inside and out. The outside space is just as important, so make sure it’s tidy and that BBQs and griddles are scrubbed.
• Check the pots and pans, and the nooks and crannies for cobwebs. If you have helpers and cleaners, make sure you are checking the space regularly and it’s at the standard you would expect.
• Keep your condiments and supplies such as salt & pepper, tea & coffee, sugar, oil, etc topped up. We always recommend supplying washing up liquid, cloths and tea towels so that guests can clean up after themselves.
• If furniture, sheets, cushions etc are looking tired, replace them where possible. There are lots of cost effect ways to up-cycle your stuff – we’re always on hand to give advice!
• If your space relies solely on a wood burner for heating, makes sure there is plenty of firewood, whether you provide it for free or at a small cost. If you do require guests to purchase it, give them plenty of warning and also make sure it is stored in a dry place. A common complaint is that firewood is damp and will not light.

When you receive a booking:

• Introduce yourself and let them know a little more about what they can expect, maybe giving them some tips on things to do and places to eat in the local area. If you already have a welcome pack, you can just send them that.
• Contacting guests before their stay isn’t compulsory of course, but it’s a good idea to establish that relationship. If you choose not to, then make sure that you know what contact details they have and that you respond promptly to any messages. Ignoring guests or giving cursory responses gets them off to a bad start.

A warm welcome:

• If possible, be available to check guests in. Be friendly and welcoming. Even though you might have done “the tour” a thousand times, this could be their first stay anywhere so unusual, so try to have showing them round become an exciting part of their visit.
• Let them know what to do in an emergency. Assure them that you will be available if they need you and to just ask if there is anything they need.
• If you only offer self-check in, then make sure you have contacted your guest prior to their stay to welcome them, give them clear directions and a contact number in case they need to notify you of anything urgent.
• Provide a welcome pack in your space which gives lots of information about your site, recycling, how to use your facilities, checking out info, the local area, emergency contact details. If you need any advice on this, we are happy to help!

During the stay:

• Make sure someone is available to answer texts or calls during stays and if you receive a message, respond as quickly as possible.

Dealing with the bad

Sometimes, for any number of reasons, things just don’t work out and a guest is unhappy. The experience you offer is quite unusual; it’s not always going to suit everyone and that’s okay. Bad feedback is an inevitable part of hospitality and how you handle it can make all the difference.

What to do when your receive a complaint:

• Try not to take complaints personally, get disheartened or feel attacked, even if you think a guest is being unreasonable.
• Listen to what the guests have to say and consider it as constructive criticism, even if you don’t completely agree.
• Most of the time people just want to be heard. So listen and apologise and avoid turning the conversation into a heated discussion.
• Look at all the facts. Was everything as it should be? Did they receive the same experience as all your previous guests?
• Was there anything missing or incorrect on your website listing? What was their expectation and why wasn’t it met?
• Do check to see what improvements can be made and act on it to avoid future guests being disappointed.
• Call us for advice before making any rash decisions, we are always happy to help resolve issues with you.

How to handle damage to your space:

With any holiday let, normal wear and tear is to be expected - a broken glass, a chipped plate, a small stain etc. However, It can be very upsetting to find your space left in an awful mess or items damaged by a guest. Although we do not expect this to happen very often, from time to time you may experience it. It’s just one of those unfortunate risks that comes with hosting in the hospitality industry. You are within your right to ask the guest to cover the additional costs incurred and we have this stated in our Guest Booking T&C’s under section 10: Your Responsibilities.

"Please note that you will be liable to pay the Owner for any losses or damage to the property caused by you or a member of your party (except reasonable wear and tear)."

What one deems as reasonable wear and tear is subjective, of course, and this is likely to be a tricky issue to resolve. We have an email template that we can send you for use in contacting a guest about paying for excessive damage and we are always on hand to advise and help support you in making decisions on how to approach such a situation. It’s very unlikely that any guest would damage your space intentionally. Most guests will hopefully approach you if they’ve accidently broken something and offer to pay, but this doesn’t always happen. So what should you do if you experience damage or mess within your space?

• Firstly, take photos that show the damage or mess. You can present this to the guest if or when challenged. This will also help us review the situation and support you.
• Assess the damage and cost. This may involve getting a quote for repair or for replacement of items e.g. towels, rugs etc.
• Be realistic with costs, e.g. don’t just make it up, be realistic with the additional time its taken to clean or for repairs.
• Pull an invoice together, break down exactly what the additional costs are so that the guest fully understands what they are being asked to pay for. Make sure you include how they should pay e.g. your bank details.
• Send an email to the guest informing them of the damage, trying not to sound accusing or defensive. Take the emotions out of it and be straight forward and factual. We have templates that you can use if you need them.
• If you would rather Canopy & Stars reached out to the guest on your behalf, then we will need you to follow all the above step in order for us to support you.
• If the damage is not repairable before your next guests are due to arrive, it’s important that you let those guests know if it’s going to affect the experience. This will help manage their expectations. We can help with this, so let us know!
• To help guests leave the place neat and tidy, provide cleaning products (preferably eco-friendly), cloths, clean tea-towels, bin bags, dust pan and brush etc so that guests can tidy up after themselves. The easier it is for the guest to keep tidy, the easier your changeovers will be.