Ответ от Aimee & Terry:
To address all your points:
I’m so sorry to read your somewhat negative feedback. As a host, it is not always easy to know what guests want. Some want to be just shown in and left alone and others are quite chatty. I tried to initiate conversation with you both on arrival, however your body language and lack of verbal engagement indicated to me that you just wanted to get into the apartment. That’s ok. Some people do, and I did not find that strange. Often people are tired on arrival.
I regularly do give local advice when asked or when the opportunity arises, while chatting with guests, and have on several occasions booked tables at restaurants, taxi etc. I let guests know - including yourselves - on arrival, that if there is anything they need, just ask as we are next door. There is also a table in the apartment with various information from the local tourist office on a variety of local things to see and do. You did come over to ask a question about the hotplate and I was happy to help you on the spot. You did not mention any other issues.
However, I think what may really lie behind this unkind review from you is what occurred earlier on the day of your arrival, which you’ve not mentioned here. You called three hours before our clearly stated check-in time to say you were outside the property. You sounded fairly disappointed (or even angry?) when I expressed that check-in time was any time from 3.00pm (I was still servicing the apartment when you unexpectedly arrived early). Your response to my polite request to return after check-in time was: “I guess we’ll come back later then!!”.
That same morning, I sent you messages on the Airbnb messaging system, via text, as well as phoning you and leaving a voicemail to ask you to please confirm approximately when you planned to arrive so that I could be sure to be here to greet you. You did not return my call, or the messages. As we are not a hotel, but a small private establishment, it is normal procedure to have an idea about arrival and to communicate about it. This has never previously been an issue.
I am happy to oblige, whenever possible, to early check-in when requested in advance, you did not request this or communicate in any way before your arrival.
We work hard to please our guests and with the many happy guests and the very positive reviews they have left, I think we are doing a number of things right. There will, of course, always be the odd person generally in life who is never quite satisfied but who perhaps prefers to make their feelings or expectations known from a distance, rather than communicating their thoughts when they have the opportunity to do so, in person.
I note that you left this morning without ringing the bell or saying goodbye, which is what guests have done so far. I did find that unusual and a further indication that you were not interested in interaction. Again, that would have been ok. Nobody is obliged to be social because they stay here. I only knew you had left when I looked out and saw your car was gone just after 10.00am.
Finally, I'm sorry you did not like our driveway, Sandra. It has a turn at the bottom, however, this has not been an issue to any previous guests or to ourselves, living here.