My secret to incredible guest reviews

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  • Avatar
    Katerinka12

    This is really an exception (do not follow as advise), because its very cultural thing. It's common believe in Philippines, that gentle care means handwashing and using washing machine means you don't take care about your clothes/towels. Even if I will ask them to use washing machine, they will say yes just to avoid debate and will still handwash.

    As for me I use gloves my whole life, and my skin is my pride 😊 do you mix white vinegar with powder? 9% vinegar? Gel? And 1st or 2nd washing? I tried to boil, then used good quality German gel, washed several times... It didn't help. Then I lost my patience and took a risk - I used soft bleach. I can't say it ruined the fabrics, but that ultrasoftness is lost. And I just love to spend several hours every day taking bath tab and to feel that softness after... So disappointing
    .. My ex is using towel (every day) , that I brought from Turkey 18 years ago. I even remember the price, it was 10 dollars. And that towel is still nice, 9 out of 10. And what happens now? I bought more expensive towels, but the quality is missing. They were much more soft when I bought them. I bought 4 and 3 were stolen. Someone liked the quality, I guess :)

    In all my decisions and actions, I always think what if I am the guest? How would I like to be treated? You know, if I am in Australia I will buy the best towels, amazing bath robes, bring caviar and champagne... I know where to get them cheap 🍾 and will charge my guests expensive. Just like Michael. Need a luxury treatment, then pay accordingly.

    But in Philippines... They want luxury and pay as for hostel... Those foreigners, who believe in fairy tale that Philippines is cheap. When Philippines is expensive, big time. Plus, in addition to that, our place is for flight layover, so easy for guests to steal and leave the country.

    So, Medium quality as of now. I am thinking to get premium quality (any brand recommendation?) and offer them to my loyal clients, I think they deserve it.

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    Zoinks

    Katerinka you seem to be like me in some ways, notwithstanding what you said about not getting 'emotional' over bad reviews. I mean do you actually wash everything by hand and then not feel hurt when some know it all hidden behind a keyboard says that the sheets did not smell fresh? 

    No, but really, Katerinka, I do not how much time you have on your hands but who has the time to wash towels and bed linen by hand? More importantly does it give you a better result? For example (don't tell anyone please)  I found out that he bottom fitted sheets do not need to be ironed They just stretch over the mattresses and look as smooth as silk. Basically I find that only pillowcases need a bit of ironing.

    One other thing: do not try to add random additives to detergents. Your idea of adding vinegar to laundry detergent is chemical madness - laundry detergents contain alkalis to remove the hardness out of water (hardness is caused by dissolved calcium and magnesium salts). Vinegar contains an acid - weakening the cleaning power of detergents, If you MUST add vinegar add it in the final rinse. 

     

     

  • Avatar
    Katerinka12

    Joey,

    Please, read carefully my previous comments. I would not repeat, but will add some info :) Personally, I wash only panties (sorry for those details) and clothes that requires gentle care. Like knitted pullovers. Goose down pillows, blankets, down jacket do also require handwashing.

    In Philippines even professional laundry uses handwashing. And it's close to impossible to survive with high electricity bills.

    And now is very good point about the time. Doing something by hands is already in Filipino blood. They love to do any work by hands and they do that fast. What takes me to clean 5 hours, they do in 1 hour. They have been known for the best house keepers in the world.

    As for result it can be achieved the same. I also find that only pillowcases need a bit of ironing. If ever :)

    "Your idea of adding vinegar" it was Adamopoulou's idea. That's why I keep asking so many questions. I know one wrong move can ruin everything, that's why its better to ask and not regret later. Thank you for warning.

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    michael beeston

    Hi everyone.............Have been reading with great interest. Katerinka..I employ 2 Philippino house keepers and they are great...hard working and fast.

     

    When we first stated we washed and ironed all the sheets/pillow cases and stuff ourselves ( we even bought a large industrial Washing machine and Dryer) BUT it became too hard once we became a bit larger.NOW with 50 apartments we use a Professional Laundry for everything EXCEPT the lovely Towels for the Pinnacle..we still wash these at home ( maybe it is not necessary but my wife says it is better and the guests love it. ( who's Brave enough to argue with a lady !!!!!)

    Katerinka...if you need any further help.my email is as follows ..michaelbeeston@yahoo.com..as when we talk my business is slightly different than one or 2 personnel apartments or houses...............Our own apartment The Pinnacle is VERY Luxurious and we look after it personally, the  rest the staff and myself..sometimes during a busy week we go through over 120 Towels and dozens and dozens of sheets /pillow cases/face towels..so in future lets talk Only about the Pinnacle as its the one that we all relate too.......Joey as I said last time.......I maybe ( definitely) went overboard with The Pinnacle..the sheets are stripped cotton and Satin sheets ( like the pillow cases ) at I think 25 Euro each, that does not include the pillow cases......Do the guests notice..I am not sure but I have them so use them...........Adamopoulos about the vinegar....???..not sure about that either but my mother used to use the old fashioned ways and it WORKED.

    Thanks guys.Love talking and hopefully some useful  info as well.take care and bye for now.,,,Michael.

  • Avatar
    M Adamopoulou

    Katerinka12 First of all when I buy new towels I wash them the first time without detergent. In regular washing I put one cup white vinegar when rinsing. Now for worn out towels I put one cup vinegar with detergent in the washing program. I hope it helps you also. Unfortunately softeners have great aromas but in general make our fabrics stiff.

  • Avatar
    M Adamopoulou

    Michael Beaton Yes I thing the old fashioned ways have inspired us. It works for me. I prefer that from harsh cleaners. As for the linens I also use the cotton satins and I love them. Some of my guests have made nice comments about my linens and towels.

  • Avatar
    M Adamopoulou

    Joey yes I use vinegar in rinsing. Only in worn out towels I use it with detergent every 3 months.

  • Avatar
    Katerinka12

    As long as your wife is happy! In Philippines and other countries as well we are spoiled with helpers, but at one point of my life I understood that my life is fully governed by the helpers. I also became too successful in business and disorganized at home. Does woman really need it? So, I stopped relying on my maids. I stopped dining only in fine dining restaurants or eat what maids cooks. I love to take care of my own things even if they need handwash or special knowledge on vinegar :) Besides I made research that woman needs to work with her hands. It adds feminity and improves heartbeat :)

    It's my life plan to have 3 kids, 5 grandchildren and 64 (?) apartments. So, I am like 3 percent done :) I knew from the very start, that it will require delegating tasks and the boss should concentrate on expanding, not being completely involved in routine tasks. So, I trained my staff, created a team, got steady flow of clients and slowly expanding. I already understood that Pinnacle is the one your heart belongs to. So, not to confuse 2 businesses I will prepare email to you with many questions and thanks in advance for your help!

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    Wendycroft02

    I am new to booking.com. I don't understand how the reviews works here.. Im hosting in airbnb for a year now and Im a superhost there.. I just joined to booking recently.. First guest were happy, contacted me after 3 days of check out that she wants to come back. But didn't leave a review. Second, says the room is nice and beautiful , and the negative is there is no taxi.. , overall score is 3.8, I was thinking maybe he made a mistake with the scoring, like maybe he thinks 1 is the best and 10 is the worst.. He complains about the location and gives it a 7.5 score and the rest is 2.5 .., I am still thinking how Im going to recover.. 3.8 is a very low score and its my first review from guests..

  • Avatar
    Chris Gregg

    Hi Wendy,
    From your post I would think that is a mistake. I would contact the guest and ask them did they mean to give that score and ask for feed back on what you could do to improve guests stay. If it is a mistake explain that this will affect your business and would they mind changing the review to correct the error then contact booking to either remove or change. You will need to contact booking for a number to pass on to guest or ask them to contact guest. Booking will then send them and email to allow them to do this.
    The way the reviews work is not great basically the guest has to hit faces the happiest face is for 10. I believe there is 6 sections. If you press the wrong face you can't go back and change it.
    Airbnb review system is far better for our type of properties. Booking have been saying their going to change for a long time amd have made small changes but it needs a complete overhaul.
    Very unfortunate. Good luck with sorting it out.
    Thanks Chris

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    Sara Jarvis

    Hi Wendy, don’t worry my friend up the road had nothing but 10s on BDC and is devastated that the last guest did 0 on everything although he tried to rebook a further week

    it has to be a massive mistake

     

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    Wendycroft02

    Thank you so much Chris and Sara.. I appreciate your encouraging comments. Your input is very helpful.Im hoping that I can compensate the low rating with the future guests . Regards. Wendy

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    Beryl Kristen

    Hi Wendy

    I am also new to BDC. We went through the same experience! Our very first guests who actually stayed at the accommodation  left us some very disturbed feed back which in our opinion had affected our score rating and caused the agency to do an urgent verification on the property. My exact thoughts were, that we were not so fairly treated  prior to the fact that we went through an agreement to grant good discount.

    One of the visitors even contacted privately wanting to re book a team to stay at the accommodation regularly whenever they visit the country! You can guess what our answer to that is :)  Even the disturbed  feed back was revised for a better one.  Anyway, after that with our other guests, our scoring has  improved even to an awesome 10"

    So I think we will always have expect the good and not so good at times! So don't be discouraged. It will get better. 

     

  • Avatar
    Nabin Giri

    No matter how does guest react from your answering but the thing is you need to stand in font of them i mean like once you start give suggestions that should be workable and match able, guest should feel that this place is safe to stay and once they understand your hospitality then you will not chose another place to stay and as my view guest don't like to shift the place, they always love to stay into the same place but the things is that, just we need to shift the rooms when they chink in again. They need to know the difference ....  

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    Gina

    Beware of the free booze offering - we had a gentleman staying who was a licensing officer, attending Court the next day.  He advised that a gift of alcohol to a paying guest on an unlicensed premises is a sale of alcohol.  He was perfectly okay but serious about the warning.  Check the profession first is my best advice.

    Thank you Booking.Com we love hosting and meeting so many people

     

  • Avatar
    M Adamopoulou

    Hi! Gina and welcome to the forum. Wow!!! What a story you shared with us!!!! Never thought of that. Thanks again for warning.
    Yes, meeting so many different people is such a challenge...

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    michael beeston

    Hi Katerinka..................haha I have 3 children/5 grandchildren and 54 apartments we look after......haha I am ALMOST there.  I love all the comments, so bloody interesting and informative..!!!..Cool as.

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    wendy crews

    We have a backpackers lodge and a holiday home on the same grounds. We live at the front of the lodge and share the kitchen with the guests. Doing this allows us to be available without being intrusive. Generally the guests think this is amazing and often join us for meals.

    When we first bought the property five years ago I had no idea how to run it. Some friends said I should have themes for the rooms but that is not me. In the end, time went by and I found being myself was the answer. I love to make people happy I love to remember every guests name and also I know to step back when people want their own space. I had a cleaning business before the lodge so our motto is clean and friendly. This has given us a 9.3 score when we are not in a tourist area.

    I think you have to work within your own personality then it will be real and the guests know that

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    M Adamopoulou

     Personality is the combination of thinking, feeling, behavior and attitude.

    Having a good personality is more important then being so good looking and guests appreciate when hosts have it.

    Wish a good day to all...

     

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    Debrasutherland

    I only wish untrue reviews could be removed. I had a guest leave me a 5 as there were only  2 small heaters (which are meant for the  bedrooms) in the  house. This is not true, I have reverse cycle A/C in the main living areas. The gas isn't available in our town so this is the best electrical heating we can have. Another downrated me to 7.5 because I had patched the doors and I should have replaced them. Turned out to be the corkboard notice boards he was talking about. Also said some one was living upstairs in the storage area and the females in the group were scared. This was possums on the roof. We have those in Australia. Someone else wrote that she had a creepy crawly feeling on her skin like there were dust mites. Never has anyone else mention this and I've never felt like that. Did however say the house was spotless. Luckily the majority of my reviews are 10s but these untrue lower scores bring it down. 

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    michael beeston

    Hello Debrasutherd........................Sometimes and I mean Only sometimes people make silly silly comments..Possums are as Aussie as Vegemite !!!  and I made a comment a few months ago,,,we had a British lady staying at the apartment in Surfers and she left the balcony doors open during the evening, next day a small cockroach was there ,she rang me and said the apartment needed pest control  haha I told her we have pest control every three months but you MUST CLOSE the doors at night !!!..what to do !!!

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    M Adamopoulou

    Michael thanks for posting. Now that Spring is here all kind of small insects try to enter the house. We have door nets in all of our doors and windows but these little insects can creep everywhere. Most guests understand that living in the country this is normal but some like to make a fuss of everything.... so I always inform guests to close door nets. In my house rules I mention that door nets have to be closed to avoid entrance of all kind of insects.
    Don’t worry as long as we have Champagne!!!!!

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    michael beeston

    haha as always........enjoy Spring, we are beginning Autumn......average temp around 24/25..very nice.

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    M Adamopoulou

    Average temp 24-25 is Spring temp....you lucky guys... At the moment we have very strong winds...but starting from Monday and April 1st promises better weather...
    Happy happy day Michael and Rita...

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    Thug3841

    Could not agree more, bookings score system is very clever way of marketing themselves, they

    give far too much tolerance between the points system,potential clients never  really assess  the difference  between say 5 a 7-5.

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    Vera lloyd Farmilo

    My rating score has gone down a point every year. 9.9 , 9.8 and probably on the slippery slope, yet I think the experience for guests gets better every year. Ratings are unbelievably one sided with hosts not being able to ask why they only gave a 9.2 for breakfast when they raved about it...and I expected a 10. I clearly state we are a 10 minute drive to Hobbiton Movie Set and get marked down for distance. I clearly state that I only take one booking at a time and then get marked down because the guests wanted to meet more people.(I'm sure a lot of people don't bother to read booking info)

    What ratings have taught me is that I'm highly competative ,

    I also don't like hounding people for reviews when they are on holiday.

    However reviews seem to be a necessary evil!

     

  • Avatar
    M Adamopoulou

    Most guests are aquainted with reviews.  Although its optional to leave a review they think its their responsibility to leave a review so other guests can be informed...

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