Guest Problems

[MtnKeeper]

Some people don't like confrontation and some feel they won't get anywhere so why bother - I'm neither of those but many people I know are and will just walk and post a review. So here's an example of how not to treat a guest with an issue.
Got 2 days away for our anniversary this week. Stayed at a Maine Select Registry property, didn't use the shower the first night or next morning because of activities. Came back and jumped in quickly and then off to another activity and then dinner. When we got back Hubby went in to shower and looked around in shower to find it was covered in black MOLD (pictures shows one row of grout, it was in everyone and more on the floor!!!! Went to speak to innkeeper, she had gone home but assistant was there. Assistant was mortified and offered to send in housekeeper - but it was late (almost 10pm) and I'm an asthmatic so I didn't want them spraying the shower right beside the bed area with tons of chemicals and disturbing the mold. So before we left I asked the innkeeper to come to the room with me. She said that this isn't how she runs a business, that she just had SR and AAA inspections and passed with flying colors and that her housekeepers were using Windex to clean rather than the proper chemicals so that's why the mold. She was somewhat curt with me rather than apologetic and said I should have reported the mold the first day so they could have dealt with it - we didn't use the shower until late the second night. I so would have said that I was so sorry and that I would make it right and that I'd personally get that mold out to ensure it doesn't happen again.
So I told her it was totally unacceptable and that I know they are in their busy season but this was obviously going on for a long time with the volume of mold and that I was so upset because at breakfast both mornings at different tables the bottle of maple syrup was filthy and I didn't want to even touch it to put on my french toast -- obviously there is no housekeeping oversight. She knew we were innkeepers from the assistant and then went on to tell us that she recently spent $7K on visas for two housekeepers (all housekeepers were sweet asian girls) and that they both took off and got married and she was burned and short-staffed. So she said "Well you know the drill, with the extent of your complaints this stay will be free and there's nothing left to say" -- I was pissed. I actually have a spotless place and never have guests complain like this or have ever had issues like this so I really don't "know the drill." Her assistant mentioned immediately that we'd have monetary compensation so this is probably just how they deal with it. She made me and hubby feel like we were trying to pull something over on her to get a free stay. I so wanted to slap her and tell her to take off her fancy blouse and jewelry and get her ass into her rooms and start cleaning. If you're short staffed then buck up and grab a sponge and make sure people aren't being exposed to black mold and paying you great money to do so.
So imagine now if you were more meek and this is how you were treated by an innkeeper - you can bet those people will not speak up ever again but rather check out and blast you and your place all over social media from a safe distance. Or maybe they'll be like me and do both.

.

So sorry this happened to you and spoiled your special time!

It's just a good excuse to take another trip this winter since this one got ruined.

.

Thanks, I like your thinking. November is quiet so perhaps we'll slip away then, this time to the beach!!!

 

[Morticia]

Some people don't like confrontation and some feel they won't get anywhere so why bother - I'm neither of those but many people I know are and will just walk and post a review. So here's an example of how not to treat a guest with an issue.
Got 2 days away for our anniversary this week. Stayed at a Maine Select Registry property, didn't use the shower the first night or next morning because of activities. Came back and jumped in quickly and then off to another activity and then dinner. When we got back Hubby went in to shower and looked around in shower to find it was covered in black MOLD (pictures shows one row of grout, it was in everyone and more on the floor!!!! Went to speak to innkeeper, she had gone home but assistant was there. Assistant was mortified and offered to send in housekeeper - but it was late (almost 10pm) and I'm an asthmatic so I didn't want them spraying the shower right beside the bed area with tons of chemicals and disturbing the mold. So before we left I asked the innkeeper to come to the room with me. She said that this isn't how she runs a business, that she just had SR and AAA inspections and passed with flying colors and that her housekeepers were using Windex to clean rather than the proper chemicals so that's why the mold. She was somewhat curt with me rather than apologetic and said I should have reported the mold the first day so they could have dealt with it - we didn't use the shower until late the second night. I so would have said that I was so sorry and that I would make it right and that I'd personally get that mold out to ensure it doesn't happen again.
So I told her it was totally unacceptable and that I know they are in their busy season but this was obviously going on for a long time with the volume of mold and that I was so upset because at breakfast both mornings at different tables the bottle of maple syrup was filthy and I didn't want to even touch it to put on my french toast -- obviously there is no housekeeping oversight. She knew we were innkeepers from the assistant and then went on to tell us that she recently spent $7K on visas for two housekeepers (all housekeepers were sweet asian girls) and that they both took off and got married and she was burned and short-staffed. So she said "Well you know the drill, with the extent of your complaints this stay will be free and there's nothing left to say" -- I was pissed. I actually have a spotless place and never have guests complain like this or have ever had issues like this so I really don't "know the drill." Her assistant mentioned immediately that we'd have monetary compensation so this is probably just how they deal with it. She made me and hubby feel like we were trying to pull something over on her to get a free stay. I so wanted to slap her and tell her to take off her fancy blouse and jewelry and get her ass into her rooms and start cleaning. If you're short staffed then buck up and grab a sponge and make sure people aren't being exposed to black mold and paying you great money to do so.
So imagine now if you were more meek and this is how you were treated by an innkeeper - you can bet those people will not speak up ever again but rather check out and blast you and your place all over social media from a safe distance. Or maybe they'll be like me and do both.

.

I don't usually do the bathrooms, that's Gomez's area. But he was out and the guests left for the day so I ran in to pick up the room.
I found some mold starting on the sealing at the bottom of the shower. Gomez attacked every bathroom this morning.
I hate mold in the bathroom! It really turns me off. That innkeeper you dealt with is a real pip. I've been treated like that when I've mentioned little things! So, yeah, I'm not going to tell you anything that might actually be helpful if I get the stink eye for something small.

 

[Lee2014]

Some people don't like confrontation and some feel they won't get anywhere so why bother - I'm neither of those but many people I know are and will just walk and post a review. So here's an example of how not to treat a guest with an issue.
Got 2 days away for our anniversary this week. Stayed at a Maine Select Registry property, didn't use the shower the first night or next morning because of activities. Came back and jumped in quickly and then off to another activity and then dinner. When we got back Hubby went in to shower and looked around in shower to find it was covered in black MOLD (pictures shows one row of grout, it was in everyone and more on the floor!!!! Went to speak to innkeeper, she had gone home but assistant was there. Assistant was mortified and offered to send in housekeeper - but it was late (almost 10pm) and I'm an asthmatic so I didn't want them spraying the shower right beside the bed area with tons of chemicals and disturbing the mold. So before we left I asked the innkeeper to come to the room with me. She said that this isn't how she runs a business, that she just had SR and AAA inspections and passed with flying colors and that her housekeepers were using Windex to clean rather than the proper chemicals so that's why the mold. She was somewhat curt with me rather than apologetic and said I should have reported the mold the first day so they could have dealt with it - we didn't use the shower until late the second night. I so would have said that I was so sorry and that I would make it right and that I'd personally get that mold out to ensure it doesn't happen again.
So I told her it was totally unacceptable and that I know they are in their busy season but this was obviously going on for a long time with the volume of mold and that I was so upset because at breakfast both mornings at different tables the bottle of maple syrup was filthy and I didn't want to even touch it to put on my french toast -- obviously there is no housekeeping oversight. She knew we were innkeepers from the assistant and then went on to tell us that she recently spent $7K on visas for two housekeepers (all housekeepers were sweet asian girls) and that they both took off and got married and she was burned and short-staffed. So she said "Well you know the drill, with the extent of your complaints this stay will be free and there's nothing left to say" -- I was pissed. I actually have a spotless place and never have guests complain like this or have ever had issues like this so I really don't "know the drill." Her assistant mentioned immediately that we'd have monetary compensation so this is probably just how they deal with it. She made me and hubby feel like we were trying to pull something over on her to get a free stay. I so wanted to slap her and tell her to take off her fancy blouse and jewelry and get her ass into her rooms and start cleaning. If you're short staffed then buck up and grab a sponge and make sure people aren't being exposed to black mold and paying you great money to do so.
So imagine now if you were more meek and this is how you were treated by an innkeeper - you can bet those people will not speak up ever again but rather check out and blast you and your place all over social media from a safe distance. Or maybe they'll be like me and do both.

.

So sorry this happened to you and spoiled your special time!

It's just a good excuse to take another trip this winter since this one got ruined.

.

Thanks, I like your thinking. November is quiet so perhaps we'll slip away then, this time to the beach!!!
.

If you want a beach in November, better head south! Also keep an eye on the weather since that is during hurricane season. I was in Cocoa Beach, FL in late Feb-Mar 2015 and it was in the 70s.

 

[JBloggs]

Some people don't like confrontation and some feel they won't get anywhere so why bother - I'm neither of those but many people I know are and will just walk and post a review. So here's an example of how not to treat a guest with an issue.
Got 2 days away for our anniversary this week. Stayed at a Maine Select Registry property, didn't use the shower the first night or next morning because of activities. Came back and jumped in quickly and then off to another activity and then dinner. When we got back Hubby went in to shower and looked around in shower to find it was covered in black MOLD (pictures shows one row of grout, it was in everyone and more on the floor!!!! Went to speak to innkeeper, she had gone home but assistant was there. Assistant was mortified and offered to send in housekeeper - but it was late (almost 10pm) and I'm an asthmatic so I didn't want them spraying the shower right beside the bed area with tons of chemicals and disturbing the mold. So before we left I asked the innkeeper to come to the room with me. She said that this isn't how she runs a business, that she just had SR and AAA inspections and passed with flying colors and that her housekeepers were using Windex to clean rather than the proper chemicals so that's why the mold. She was somewhat curt with me rather than apologetic and said I should have reported the mold the first day so they could have dealt with it - we didn't use the shower until late the second night. I so would have said that I was so sorry and that I would make it right and that I'd personally get that mold out to ensure it doesn't happen again.
So I told her it was totally unacceptable and that I know they are in their busy season but this was obviously going on for a long time with the volume of mold and that I was so upset because at breakfast both mornings at different tables the bottle of maple syrup was filthy and I didn't want to even touch it to put on my french toast -- obviously there is no housekeeping oversight. She knew we were innkeepers from the assistant and then went on to tell us that she recently spent $7K on visas for two housekeepers (all housekeepers were sweet asian girls) and that they both took off and got married and she was burned and short-staffed. So she said "Well you know the drill, with the extent of your complaints this stay will be free and there's nothing left to say" -- I was pissed. I actually have a spotless place and never have guests complain like this or have ever had issues like this so I really don't "know the drill." Her assistant mentioned immediately that we'd have monetary compensation so this is probably just how they deal with it. She made me and hubby feel like we were trying to pull something over on her to get a free stay. I so wanted to slap her and tell her to take off her fancy blouse and jewelry and get her ass into her rooms and start cleaning. If you're short staffed then buck up and grab a sponge and make sure people aren't being exposed to black mold and paying you great money to do so.
So imagine now if you were more meek and this is how you were treated by an innkeeper - you can bet those people will not speak up ever again but rather check out and blast you and your place all over social media from a safe distance. Or maybe they'll be like me and do both.

.

I am guessing from the photos you also reviewed this inn?

 

[MtnKeeper]

Some people don't like confrontation and some feel they won't get anywhere so why bother - I'm neither of those but many people I know are and will just walk and post a review. So here's an example of how not to treat a guest with an issue.
Got 2 days away for our anniversary this week. Stayed at a Maine Select Registry property, didn't use the shower the first night or next morning because of activities. Came back and jumped in quickly and then off to another activity and then dinner. When we got back Hubby went in to shower and looked around in shower to find it was covered in black MOLD (pictures shows one row of grout, it was in everyone and more on the floor!!!! Went to speak to innkeeper, she had gone home but assistant was there. Assistant was mortified and offered to send in housekeeper - but it was late (almost 10pm) and I'm an asthmatic so I didn't want them spraying the shower right beside the bed area with tons of chemicals and disturbing the mold. So before we left I asked the innkeeper to come to the room with me. She said that this isn't how she runs a business, that she just had SR and AAA inspections and passed with flying colors and that her housekeepers were using Windex to clean rather than the proper chemicals so that's why the mold. She was somewhat curt with me rather than apologetic and said I should have reported the mold the first day so they could have dealt with it - we didn't use the shower until late the second night. I so would have said that I was so sorry and that I would make it right and that I'd personally get that mold out to ensure it doesn't happen again.
So I told her it was totally unacceptable and that I know they are in their busy season but this was obviously going on for a long time with the volume of mold and that I was so upset because at breakfast both mornings at different tables the bottle of maple syrup was filthy and I didn't want to even touch it to put on my french toast -- obviously there is no housekeeping oversight. She knew we were innkeepers from the assistant and then went on to tell us that she recently spent $7K on visas for two housekeepers (all housekeepers were sweet asian girls) and that they both took off and got married and she was burned and short-staffed. So she said "Well you know the drill, with the extent of your complaints this stay will be free and there's nothing left to say" -- I was pissed. I actually have a spotless place and never have guests complain like this or have ever had issues like this so I really don't "know the drill." Her assistant mentioned immediately that we'd have monetary compensation so this is probably just how they deal with it. She made me and hubby feel like we were trying to pull something over on her to get a free stay. I so wanted to slap her and tell her to take off her fancy blouse and jewelry and get her ass into her rooms and start cleaning. If you're short staffed then buck up and grab a sponge and make sure people aren't being exposed to black mold and paying you great money to do so.
So imagine now if you were more meek and this is how you were treated by an innkeeper - you can bet those people will not speak up ever again but rather check out and blast you and your place all over social media from a safe distance. Or maybe they'll be like me and do both.

.

I don't usually do the bathrooms, that's Gomez's area. But he was out and the guests left for the day so I ran in to pick up the room.
I found some mold starting on the sealing at the bottom of the shower. Gomez attacked every bathroom this morning.
I hate mold in the bathroom! It really turns me off. That innkeeper you dealt with is a real pip. I've been treated like that when I've mentioned little things! So, yeah, I'm not going to tell you anything that might actually be helpful if I get the stink eye for something small.
.

Mold can happen to anyone at anytime and those seals on the bottom of the showers can be a pest. Our housekeeper and my husband clean them constantly with a toothbrush to keep any mold out. My newest shower is an open concept so I didn't have to deal with a shower door seal.
This innkeeper was curt and then got snippy with us and it was her mistake (by the way, the rooms are almost $300 a night so not a cheap place). Just because I'm an innkeeper doesn't mean that I should tell the truth about a place so I'm going to review her. By the way, I didn't even mention it to her but everything was dusty - place hasn't been dusted all summer - you could draw a line through the blinds and vases/nicknacks and they all had dust. Kills me that an innkeeper would allow this to happen no matter how short staffed they are - like I said, get in there and do it yourself since you're the one taking peoples money.

 

[Morticia]

Some people don't like confrontation and some feel they won't get anywhere so why bother - I'm neither of those but many people I know are and will just walk and post a review. So here's an example of how not to treat a guest with an issue.
Got 2 days away for our anniversary this week. Stayed at a Maine Select Registry property, didn't use the shower the first night or next morning because of activities. Came back and jumped in quickly and then off to another activity and then dinner. When we got back Hubby went in to shower and looked around in shower to find it was covered in black MOLD (pictures shows one row of grout, it was in everyone and more on the floor!!!! Went to speak to innkeeper, she had gone home but assistant was there. Assistant was mortified and offered to send in housekeeper - but it was late (almost 10pm) and I'm an asthmatic so I didn't want them spraying the shower right beside the bed area with tons of chemicals and disturbing the mold. So before we left I asked the innkeeper to come to the room with me. She said that this isn't how she runs a business, that she just had SR and AAA inspections and passed with flying colors and that her housekeepers were using Windex to clean rather than the proper chemicals so that's why the mold. She was somewhat curt with me rather than apologetic and said I should have reported the mold the first day so they could have dealt with it - we didn't use the shower until late the second night. I so would have said that I was so sorry and that I would make it right and that I'd personally get that mold out to ensure it doesn't happen again.
So I told her it was totally unacceptable and that I know they are in their busy season but this was obviously going on for a long time with the volume of mold and that I was so upset because at breakfast both mornings at different tables the bottle of maple syrup was filthy and I didn't want to even touch it to put on my french toast -- obviously there is no housekeeping oversight. She knew we were innkeepers from the assistant and then went on to tell us that she recently spent $7K on visas for two housekeepers (all housekeepers were sweet asian girls) and that they both took off and got married and she was burned and short-staffed. So she said "Well you know the drill, with the extent of your complaints this stay will be free and there's nothing left to say" -- I was pissed. I actually have a spotless place and never have guests complain like this or have ever had issues like this so I really don't "know the drill." Her assistant mentioned immediately that we'd have monetary compensation so this is probably just how they deal with it. She made me and hubby feel like we were trying to pull something over on her to get a free stay. I so wanted to slap her and tell her to take off her fancy blouse and jewelry and get her ass into her rooms and start cleaning. If you're short staffed then buck up and grab a sponge and make sure people aren't being exposed to black mold and paying you great money to do so.
So imagine now if you were more meek and this is how you were treated by an innkeeper - you can bet those people will not speak up ever again but rather check out and blast you and your place all over social media from a safe distance. Or maybe they'll be like me and do both.

.

I don't usually do the bathrooms, that's Gomez's area. But he was out and the guests left for the day so I ran in to pick up the room.
I found some mold starting on the sealing at the bottom of the shower. Gomez attacked every bathroom this morning.
I hate mold in the bathroom! It really turns me off. That innkeeper you dealt with is a real pip. I've been treated like that when I've mentioned little things! So, yeah, I'm not going to tell you anything that might actually be helpful if I get the stink eye for something small.
.

Mold can happen to anyone at anytime and those seals on the bottom of the showers can be a pest. Our housekeeper and my husband clean them constantly with a toothbrush to keep any mold out. My newest shower is an open concept so I didn't have to deal with a shower door seal.
This innkeeper was curt and then got snippy with us and it was her mistake (by the way, the rooms are almost $300 a night so not a cheap place). Just because I'm an innkeeper doesn't mean that I should tell the truth about a place so I'm going to review her. By the way, I didn't even mention it to her but everything was dusty - place hasn't been dusted all summer - you could draw a line through the blinds and vases/nicknacks and they all had dust. Kills me that an innkeeper would allow this to happen no matter how short staffed they are - like I said, get in there and do it yourself since you're the one taking peoples money.
.

Now you've got me flipping thru the SR book trying to figure it out!
I will admit to the gardens needing work at this time of year but we do keep up with the interior! And, yes, 'no visa workers' is not a reason for not keeping up with housekeeping. Last year we had to shut down rooms because we couldn't keep up. You do what you have to.
It's a peeve of mine, when paying buckets of money for a stay, if it's not better than my place.

 

[Samster]

There's a lot of truth in some of these points...
I remember telling an innkeeper/owner many years ago that we had freezing cold showers. Her response, "We've never gotten that complaint before!". I felt like, did she think I would make that up? And why would I? I was informing her because maybe something was wrong with the water heater(s). I didn't expect anything like a discount. So, where did it get me to tell her that there might be a problem? Nowhere, except now having to deal with an angry owner. Sigh... I did write a review and didn't mention the cold shower.

 

[Samster]

Some people don't like confrontation and some feel they won't get anywhere so why bother - I'm neither of those but many people I know are and will just walk and post a review. So here's an example of how not to treat a guest with an issue.
Got 2 days away for our anniversary this week. Stayed at a Maine Select Registry property, didn't use the shower the first night or next morning because of activities. Came back and jumped in quickly and then off to another activity and then dinner. When we got back Hubby went in to shower and looked around in shower to find it was covered in black MOLD (pictures shows one row of grout, it was in everyone and more on the floor!!!! Went to speak to innkeeper, she had gone home but assistant was there. Assistant was mortified and offered to send in housekeeper - but it was late (almost 10pm) and I'm an asthmatic so I didn't want them spraying the shower right beside the bed area with tons of chemicals and disturbing the mold. So before we left I asked the innkeeper to come to the room with me. She said that this isn't how she runs a business, that she just had SR and AAA inspections and passed with flying colors and that her housekeepers were using Windex to clean rather than the proper chemicals so that's why the mold. She was somewhat curt with me rather than apologetic and said I should have reported the mold the first day so they could have dealt with it - we didn't use the shower until late the second night. I so would have said that I was so sorry and that I would make it right and that I'd personally get that mold out to ensure it doesn't happen again.
So I told her it was totally unacceptable and that I know they are in their busy season but this was obviously going on for a long time with the volume of mold and that I was so upset because at breakfast both mornings at different tables the bottle of maple syrup was filthy and I didn't want to even touch it to put on my french toast -- obviously there is no housekeeping oversight. She knew we were innkeepers from the assistant and then went on to tell us that she recently spent $7K on visas for two housekeepers (all housekeepers were sweet asian girls) and that they both took off and got married and she was burned and short-staffed. So she said "Well you know the drill, with the extent of your complaints this stay will be free and there's nothing left to say" -- I was pissed. I actually have a spotless place and never have guests complain like this or have ever had issues like this so I really don't "know the drill." Her assistant mentioned immediately that we'd have monetary compensation so this is probably just how they deal with it. She made me and hubby feel like we were trying to pull something over on her to get a free stay. I so wanted to slap her and tell her to take off her fancy blouse and jewelry and get her ass into her rooms and start cleaning. If you're short staffed then buck up and grab a sponge and make sure people aren't being exposed to black mold and paying you great money to do so.
So imagine now if you were more meek and this is how you were treated by an innkeeper - you can bet those people will not speak up ever again but rather check out and blast you and your place all over social media from a safe distance. Or maybe they'll be like me and do both.

.

I don't usually do the bathrooms, that's Gomez's area. But he was out and the guests left for the day so I ran in to pick up the room.
I found some mold starting on the sealing at the bottom of the shower. Gomez attacked every bathroom this morning.
I hate mold in the bathroom! It really turns me off. That innkeeper you dealt with is a real pip. I've been treated like that when I've mentioned little things! So, yeah, I'm not going to tell you anything that might actually be helpful if I get the stink eye for something small.
.

Shower tip for anyone with glass shower doors: Some have a plastic seal at the bottom that you can only clean for so long. They're not too expensive to replace and also help to prevent any leaking. Sometimes this gets overlooked.

 

[Morticia]

Some people don't like confrontation and some feel they won't get anywhere so why bother - I'm neither of those but many people I know are and will just walk and post a review. So here's an example of how not to treat a guest with an issue.
Got 2 days away for our anniversary this week. Stayed at a Maine Select Registry property, didn't use the shower the first night or next morning because of activities. Came back and jumped in quickly and then off to another activity and then dinner. When we got back Hubby went in to shower and looked around in shower to find it was covered in black MOLD (pictures shows one row of grout, it was in everyone and more on the floor!!!! Went to speak to innkeeper, she had gone home but assistant was there. Assistant was mortified and offered to send in housekeeper - but it was late (almost 10pm) and I'm an asthmatic so I didn't want them spraying the shower right beside the bed area with tons of chemicals and disturbing the mold. So before we left I asked the innkeeper to come to the room with me. She said that this isn't how she runs a business, that she just had SR and AAA inspections and passed with flying colors and that her housekeepers were using Windex to clean rather than the proper chemicals so that's why the mold. She was somewhat curt with me rather than apologetic and said I should have reported the mold the first day so they could have dealt with it - we didn't use the shower until late the second night. I so would have said that I was so sorry and that I would make it right and that I'd personally get that mold out to ensure it doesn't happen again.
So I told her it was totally unacceptable and that I know they are in their busy season but this was obviously going on for a long time with the volume of mold and that I was so upset because at breakfast both mornings at different tables the bottle of maple syrup was filthy and I didn't want to even touch it to put on my french toast -- obviously there is no housekeeping oversight. She knew we were innkeepers from the assistant and then went on to tell us that she recently spent $7K on visas for two housekeepers (all housekeepers were sweet asian girls) and that they both took off and got married and she was burned and short-staffed. So she said "Well you know the drill, with the extent of your complaints this stay will be free and there's nothing left to say" -- I was pissed. I actually have a spotless place and never have guests complain like this or have ever had issues like this so I really don't "know the drill." Her assistant mentioned immediately that we'd have monetary compensation so this is probably just how they deal with it. She made me and hubby feel like we were trying to pull something over on her to get a free stay. I so wanted to slap her and tell her to take off her fancy blouse and jewelry and get her ass into her rooms and start cleaning. If you're short staffed then buck up and grab a sponge and make sure people aren't being exposed to black mold and paying you great money to do so.
So imagine now if you were more meek and this is how you were treated by an innkeeper - you can bet those people will not speak up ever again but rather check out and blast you and your place all over social media from a safe distance. Or maybe they'll be like me and do both.

.

I don't usually do the bathrooms, that's Gomez's area. But he was out and the guests left for the day so I ran in to pick up the room.
I found some mold starting on the sealing at the bottom of the shower. Gomez attacked every bathroom this morning.
I hate mold in the bathroom! It really turns me off. That innkeeper you dealt with is a real pip. I've been treated like that when I've mentioned little things! So, yeah, I'm not going to tell you anything that might actually be helpful if I get the stink eye for something small.
.

Shower tip for anyone with glass shower doors: Some have a plastic seal at the bottom that you can only clean for so long. They're not too expensive to replace and also help to prevent any leaking. Sometimes this gets overlooked.
.

Shower tip for anyone with glass shower doors: Some have a plastic seal at the bottom that you can only clean for so long. They're not too expensive to replace and also help to prevent any leaking. Sometimes this gets overlooked.

We've done this on all the doors. Disassemble glass panel from metal frame, remove old rubber seal (all the way around, not just to bit at the bottom), replace with new seals, reinstall doors.

 

[JimBoone]

There's a lot of truth in some of these points...
I remember telling an innkeeper/owner many years ago that we had freezing cold showers. Her response, "We've never gotten that complaint before!". I felt like, did she think I would make that up? And why would I? I was informing her because maybe something was wrong with the water heater(s). I didn't expect anything like a discount. So, where did it get me to tell her that there might be a problem? Nowhere, except now having to deal with an angry owner. Sigh... I did write a review and didn't mention the cold shower..

I confess that I gave just about that same answer to a guest about the lack of hot water, until someone tells me there is a problem it is new to me too, I really dont know why he didn't have hot water, there was hot water when I showered before bed and hot water in his room when he told me of his having had a problem the next morning. New highly efficient gas water heater at that time and no complaints before or since, sometimes one just doesn't know how to respond beyond to say "I'll check into the problem".

 

[Morticia]

There's a lot of truth in some of these points...
I remember telling an innkeeper/owner many years ago that we had freezing cold showers. Her response, "We've never gotten that complaint before!". I felt like, did she think I would make that up? And why would I? I was informing her because maybe something was wrong with the water heater(s). I didn't expect anything like a discount. So, where did it get me to tell her that there might be a problem? Nowhere, except now having to deal with an angry owner. Sigh... I did write a review and didn't mention the cold shower..

I confess that I gave just about that same answer to a guest about the lack of hot water, until someone tells me there is a problem it is new to me too, I really dont know why he didn't have hot water, there was hot water when I showered before bed and hot water in his room when he told me of his having had a problem the next morning. New highly efficient gas water heater at that time and no complaints before or since, sometimes one just doesn't know how to respond beyond to say "I'll check into the problem".
.

sometimes one just doesn't know how to respond beyond to say "I'll check into the problem".

That is an answer most guests will accept.
These are not acceptable:

• No one else has ever mentioned that. (You're a liar. You're crazy.)
• Yeah, that happens sometimes. (Sounds like it happened to you, but it's never happened to me, so too bad.)
• Shoulder shrug. (We don't care.)

Even if it's not something that's a serious issue, or its something that can't be fixed, acknowledging that you heard the guest say something wasn't right and you'll look into it goes a long way to letting the guest let go of the problem. Ignore the guest and they'll worry that problem like a bone.

 

[Samster]

There's a lot of truth in some of these points...
I remember telling an innkeeper/owner many years ago that we had freezing cold showers. Her response, "We've never gotten that complaint before!". I felt like, did she think I would make that up? And why would I? I was informing her because maybe something was wrong with the water heater(s). I didn't expect anything like a discount. So, where did it get me to tell her that there might be a problem? Nowhere, except now having to deal with an angry owner. Sigh... I did write a review and didn't mention the cold shower..

I confess that I gave just about that same answer to a guest about the lack of hot water, until someone tells me there is a problem it is new to me too, I really dont know why he didn't have hot water, there was hot water when I showered before bed and hot water in his room when he told me of his having had a problem the next morning. New highly efficient gas water heater at that time and no complaints before or since, sometimes one just doesn't know how to respond beyond to say "I'll check into the problem".
.

sometimes one just doesn't know how to respond beyond to say "I'll check into the problem".

That is an answer most guests will accept.
These are not acceptable:

• No one else has ever mentioned that. (You're a liar. You're crazy.)
• Yeah, that happens sometimes. (Sounds like it happened to you, but it's never happened to me, so too bad.)
• Shoulder shrug. (We don't care.)

Even if it's not something that's a serious issue, or its something that can't be fixed, acknowledging that you heard the guest say something wasn't right and you'll look into it goes a long way to letting the guest let go of the problem. Ignore the guest and they'll worry that problem like a bone.
.

Mort, you hit the nail on the head! All I really expected was for the innkeeper to say that they'd check it out.
Super good observations from you on how the guest might feel depending on how you respond to these things.

 

[JimBoone]

There's a lot of truth in some of these points...
I remember telling an innkeeper/owner many years ago that we had freezing cold showers. Her response, "We've never gotten that complaint before!". I felt like, did she think I would make that up? And why would I? I was informing her because maybe something was wrong with the water heater(s). I didn't expect anything like a discount. So, where did it get me to tell her that there might be a problem? Nowhere, except now having to deal with an angry owner. Sigh... I did write a review and didn't mention the cold shower..

I confess that I gave just about that same answer to a guest about the lack of hot water, until someone tells me there is a problem it is new to me too, I really dont know why he didn't have hot water, there was hot water when I showered before bed and hot water in his room when he told me of his having had a problem the next morning. New highly efficient gas water heater at that time and no complaints before or since, sometimes one just doesn't know how to respond beyond to say "I'll check into the problem".
.

sometimes one just doesn't know how to respond beyond to say "I'll check into the problem".

That is an answer most guests will accept.
These are not acceptable:

• No one else has ever mentioned that. (You're a liar. You're crazy.)
• Yeah, that happens sometimes. (Sounds like it happened to you, but it's never happened to me, so too bad.)
• Shoulder shrug. (We don't care.)

Even if it's not something that's a serious issue, or its something that can't be fixed, acknowledging that you heard the guest say something wasn't right and you'll look into it goes a long way to letting the guest let go of the problem. Ignore the guest and they'll worry that problem like a bone.
.

I enjoy our guests, I'd quit today if it wasn't fun, if I'm doing the check in, I talk (too much), enjoy joking around with them, "if you need something let me know, if it's wrong, well my fault, you know who to come yell at and I'll do my best to make it right", I think, hope, that most guests feel that they have visited with friends and family and would be comfortabe letting me know if they had a need, part of the fun is serving them, my job is to send them home happy.

 

[Highlands John]

There's a lot of truth in some of these points...
I remember telling an innkeeper/owner many years ago that we had freezing cold showers. Her response, "We've never gotten that complaint before!". I felt like, did she think I would make that up? And why would I? I was informing her because maybe something was wrong with the water heater(s). I didn't expect anything like a discount. So, where did it get me to tell her that there might be a problem? Nowhere, except now having to deal with an angry owner. Sigh... I did write a review and didn't mention the cold shower..

I confess that I gave just about that same answer to a guest about the lack of hot water, until someone tells me there is a problem it is new to me too, I really dont know why he didn't have hot water, there was hot water when I showered before bed and hot water in his room when he told me of his having had a problem the next morning. New highly efficient gas water heater at that time and no complaints before or since, sometimes one just doesn't know how to respond beyond to say "I'll check into the problem".
.

sometimes one just doesn't know how to respond beyond to say "I'll check into the problem".

That is an answer most guests will accept.
These are not acceptable:

• No one else has ever mentioned that. (You're a liar. You're crazy.)
• Yeah, that happens sometimes. (Sounds like it happened to you, but it's never happened to me, so too bad.)
• Shoulder shrug. (We don't care.)

Even if it's not something that's a serious issue, or its something that can't be fixed, acknowledging that you heard the guest say something wasn't right and you'll look into it goes a long way to letting the guest let go of the problem. Ignore the guest and they'll worry that problem like a bone.
.

sometimes one just doesn't know how to respond beyond to say "I'll check into the problem".

• Yeah, that happens sometimes. (Sounds like it happened to you, but it's never happened to me, so too bad.)

Also sounds like "we know there's a problem but can't be bothered to do anything about it".