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[tomdodo]

Occasionally I get complaints AFTER the stay, even when it appeared all was well. Here are my takeaways:

1. if you respond and say sorry, guests get angry and request a refund and leave angry review. Guests tend to ‘pile on’ and it just gets worse after engaging when the stay is already over. If you ignore their complaint, they drop it and this seems to have the best results. Less of a chance they will leave a bad review.
   

Essentially, I’ve had LITTLE success mitigating guest complaints AFTER the stay, they are LOOKING for you to admit guilt i.e there was dust somewhere, or a piece of hair somewhere, you admit fault and say sorry , they instantly request a $100 dollar refund. Just ignore and you will likely avoid further issues.