All Forum Posts by: Peter Chauncey

@Carolyn Fuller I like that technique, definitely one to consider. I don’t explicitly state that I’ve lowered my rates due to the construction, it’s just something I did on my own to sort of counter the construction. On a human level, I know it’s annoying so for this first year I’ll be nice. My net gain on it is still incredible, so no worries on income! I really like your advice though, I might actually adopt that method going forward. 

@John Underwood great ideas, thank you. I’ve come to realize I was a little too nice… the lady on the other side of the construction doesn’t even mention it, her idea is once they’re there she’s earned their money and they can deal with it. I’ve never been able to operate like that! 

@Amanda Ferguson I definitely communicate it, but when you say “overcommunicating”, would you say I need to send another message to the guests after they’ve booked? My pricing is definitely lower, this cabin is in the heart of Pigeon Forge and I’m at $300/night in summer when neighbors are around $475+… 

@Paul Sandhu nothing specialty, just a big tourist town! 

@Luke Carl I’m definitely the same with putting driveway pictures, mentioning construction, etc. I guess I’m more curious about at what point have I done my due diligence and when somebody still complains what you do?

I’m big on customer service and so far my first 9 reviews are good, but aside from putting it in the listing, what else can be done? It seems some folks don’t even read the listing sometimes. I mention it 3 times. Would any of you still issue refunds, etc if you were upfront and they still don’t like it? 

Thanks for the replies!

Hi BP Community! Long time lurker, first time poster here…

I was curious for customer service feedback on my rentals, specifically how you all handle certain issues. I’ve been told I’m “too nice”, but I’m curious about the general consensus is on this site. 

I have a recently acquired rental, great location, etc. Well, the lot next to me broke ground on new construction. I have always listed it in my Airbnb/VRBO pages, totally upfront. I have a picture I took of the lot when it first was getting cleared and say “active construction”… 

Well, a guest complained about it. I refunded him $200. But, should I have? What do you all do with issues like this, but issues you mention ahead of time? I agree with them, the construction is a bummer, but also I can’t shut it down for a year while they build… 

Granted, I don’t have a prominent banner in bold saying “CONSTRUCTION” or anything, but it’s there multiple times and even on photo captions. I’m trying to strike of balance of not making it seem horrible, but also being honest. 

I’m nervous since those first reviews are so critical… curious for feedback, thanks for being a great group of folks!