07/09/2025
It's impossible to please everyone in our accommodation business.
This 1-star review was given without any stays.
Just because we didn't like the response, we rejected it and asked for a cancellation.
Then, a voice in your head started to think we were being rude to you.
- This person who booked arrived by train early in the morning, so he messaged us saying he wanted to leave his bags with us.
- We replied that it was no problem, but asked that they arrive after 9:00 AM, as no one would be waiting before that time.
- The person who booked also replied that the property stated check-out time was from 8:00 AM to 11:00 AM. At that time, there should be someone checking out and waiting to check out.
- We replied that normally, if guests check out at this time, they'll leave quietly without disturbing us, because we're not awake yet. And after waking up, we have to do everything ourselves.
- We clean the entire room, wait for check-ins, check-outs, and wait for everyone to return home at night before we can sleep.
*Since this customer responded as if they didn't understand us and weren't ready to store their luggage at that time, we recommended canceling our reservation and finding a new hotel. The hotel has staff on standby at all times and can store luggage at your preferred time.
We therefore requested to cancel this reservation.
-After receiving this message, the customer responded, berating us, saying they didn't want to cancel the reservation, but were forced to.
This customer also stated that they could have gone for coffee and left their luggage at 9:00 AM, accusing us of being rude.
-We didn't respond much, just replied with "Thank you."
Later that morning, a review of the property with a 1-star rating appeared.
Summary:
1. Since we asked you to leave your luggage after 9:00 AM, if you can accept the conditions, you can go for coffee or breakfast to pass the time and come at that time.
2. However, your response, which said that at 8:00 AM, there should already be someone checking out and waiting for them, shows that you don't understand us.
We explained everything honestly,
but we viewed that response as rude. It's very confusing. We hadn't even spoken on the phone, so how could this be a rude tone? The text message wasn't even vulgar at all.
I couldn't help but wonder what it was like to read the text and the voice in his head, and I thought I was being rude.
3. The reason we canceled the booking was because we couldn't fulfill the guest's request.
We won't accept this booking because it would prevent any errors and prevent our operations from running smoothly.
4. Even though we had already requested the cancellation, the cancellation would still occur if the guest didn't cancel on their own. The booking still stands.
Like many other guests who have requested something we couldn't fulfill, we canceled the booking.
But when the guest accepted that the request we couldn't fulfill was okay for them,
the cancellation had no effect. The booking remained valid and they could stay as usual.
This guest might have thought the booking had been canceled by us.
5. This guest's voice in his head was probably rude.
We were upset about what made them think that, even though we hadn't even spoken to or even stayed with our guest. Therefore, it's a good thing that no stays occurred as a result of this booking, for the peace of mind of both parties.
*We are a small hotel, and having expectations from reading reviews is a double-edged sword. Some people may think it's good,
but when things don't go as planned, it can be a detriment to those who haven't received the service.
So, whether we're rude or polite is sometimes hard to tell for those who haven't met us.
So, it's no wonder that the voice in your head is always louder than the voice of others.
