We're new hosts.. bought bed for guests who didn't read description. knocked us a star

Yes! I think I mentioned that episode on here at the time. It really reminded me how ridiculous is the airbnb rating system.

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The higher one’s expectations, the further they fall. Maybe they just don’t like without any reason. We will need some time to adjust our mentality to its normal state.

Yes! That show is haunting, especially that episode!

What a great idea!
I keep track in a small book - and also keep personal notes on my experience with guests.
I find it a helpful learning experience.

In a similar way, I have several notes saying “Tourist tax will be collected in cash on arrival”. Now if for some reason I forget to collect this (only €1 per person per night, so not a big deal), nobody cares.

But if I do collect it, and take an effort to explain why this money needs to be collected by me (Air doesn’t do collecting tourist tax in Germany), some guests are actually happier than before, and promise to come back!