This edition of Dear Airby is based on Clear Communication & Special Service, one of the 10 Steps found in
Master of Vacation Rentals.
“Dear Airby,
Yikes! Just received this from a guest:
“Sorry to bother you at this hour, but we got home a little bit ago and I went to throw the towels in the laundry and there was large cockroach in the laundry room. Needless to say I didn’t make it into the laundry room. I sprayed it with cleaner to kill it and it died on its own, but I don’t feel like I can go in there especially if there are more. Please let me know what you would like us to do. “
I said thanks for letting us know, we will have maintenance come by tomorrow… thoughts???
Thanks”
– Chuck from New Hampshire
Hi Chuck, That’s a stressful note from the guest. Your reply is sufficient but I would have said something more along the lines:
“Dear Guest, Sorry to hear that! This is the first time we have heard about such a visitor! We have an extermination service that comes regularly 1x month – we will get in touch with them ASAP. Again, sorry about this inconvenience. Please let me know how everything else is going. We hope you are enjoying the rest of your stay. – Chuck”.
This shows some empathy about the situation and also gives a dose of humor + it leaves them with giving feedback about what is going right.
Prosper,
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