5-Part Question
1. What types of difficult guests do you encounter most often?
2. How do you deal with difficult guests???
3. Do you believe that the way you deal with difficult guests is different from the way your older counterparts deal with them or the same?
4. Please answer the following example describing the way you would handle this particular situation. If you answered "different" to question 3, please describe some of the differences between how a generation XY and Vacation Rental Managers from another generation would handle the situation.
EXAMPLE
Your guest arrives at the rental, which they had chosen based on online pictures and conversations with you or another representative and tells you that they were mislead. The customer tells you that the property was misrepresented and they don't want to stay there and want a substantial discount (40%).
*** You believe this property was represented accurately and that the customer is just being difficult, WHAT DO YOU DO?
5. Please let us know if these questions, regarding difficult guests are helpful to you as a forum for industry solutions to problems such as this.
Thank you
Posts
7 comments:
1. Type of difficult guest.
A difficult guest usually originates from someone who thought the house was bigger, closer to the beach, more amenities so they begin to look for issues concerning the house such as maintenance and housekeeping. Those guest are the most difficult to please.
Then there are the guests from New Jersey who want the house to look and feel as though no other guest has been in the house all year.
Very good question- and one of the most common issues FNV has faced this season. The common element we've found is people booking on-line, without any agency assistance- to the most cost effective option (cheapest)and then announcing their dis-satisfaction upon arrival, looking for the next to very best option(s) for the same price. In one instance guests where upgraded and received a great deal- to agency dislike. The next- instance, guests upgraded themselves without benefit of discounting based upon agency's full & prior explanation of accommodations before their arrival. Provide Full & Detailed info UP FRONT and when such issues arise we are in a better position to serve the guest (and our owners)properly.
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