Feedback – Ensuring the good and managing the bad

Ensuring the Good 

A guest’s experience begins the moment they discover your listing on Canopy & Stars and lasts until they check out. To attract the right guests and ensure they have a great stay, it’s crucial to set accurate expectations from the outset and then meet (or exceed!) them. 

Your Listing  

• Regularly check your listing to ensure everything about your space(s) is up to date, especially the essentials and directions.  Essentials is what the guests will expect as a minimum, and directions should be just as easy to follow at night as they are in daylight. Struggling to find the site is a frustrating first impression. 
• If you make any changes to your space, let us know as soon as possible so we can update your listing. 
• Be honest and transparent about features that may not suit everyone. A unique space won’t appeal to every guest, and that’s okay – it’s better to attract the right ones!

Your Site 

• Keeping your space thoroughly clean, inside and out is non-negotiable. Outdoor areas are just as important, so ensure BBQs, griddles, and outdoor furniture are equally well maintained. 
• Ensure appliances, cookware and utensils are clean and regularly check nooks and crannies for cobwebs. If you have external cleaners, make sure they’re consistently meeting the standard you’d expect if you were a guest. 
• Keep kitchen essentials topped up – salt, pepper, tea, coffee, sugar, oil etc – along with washing-up liquid, cloths, and tea towels so guests can easily tidy up after themselves. 
• Refresh any tired-looking furniture, linens, and cushions. Upcycling is a cost-effective way to update your space – ask us if you’d like ideas or request a copy of our interiors guide.
• If your space relies solely on a wood burner for heating, ensure guests have plenty of firewood (especially during the colder months). Store firewood in a dry place, as damp logs that won’t light easily are a common complaint.

Before the Stay 

• Reach out to your guests once they’ve booked to introduce yourself, provide any extra details about your space, and recommend some local places to visit or eat. If you already have a welcome pack, you can send them that. Alternatively, you can try digital guest books like Touchstay to keep everything in one place and easily up to date.  
• Guest communication isn’t compulsory, but experience tells us that establishing a friendly connection makes a great first impression and helps things go smoothly. If you don’t proactively contact guests, make sure they have clear contact details for you and respond promptly to any messages.

A Warm Welcome 

• If possible, we recommend greeting guests upon arrival. Even if you’ve given the tour hundreds of times, this could be their first stay anywhere this unique! Walk them through the space, answering any questions they have. 
• Let them know emergency procedures and reiterate that they can contact you if they need anything. 
• If you only offer self-check-in, ensure guests receive clear directions, instructions, and at least one contact number in case they have any issues. 
• Provide a welcome pack with clear details on recycling, using facilities, check-out procedures, local area recommendations, and emergency contacts. Check out our guide for some of the key things to include.

During the Stay 

• Be available via text or phone call in case guests have any questions or concerns about their stay. Respond as quickly as possible – prompt, friendly communication goes a long way in shaping a positive experience and can often resolve any problems the guest may be experiencing there and then.

After the Stay 

• If possible, we recommend sending a courtesy text to thank your guest for staying and wishing them a safe journey home.

Managing the Bad 

No matter how well you prepare, things don’t always go perfectly, and sometimes a guest may be unhappy. Glamping is a unique experience, and some negative feedback is an inevitable part of hospitality – It’s how you handle it that makes all the difference. 

Dealing with Complaints 

• Stay calm – Try not to take complaints personally or get disheartened, even if you do not share the same opinion – we all look at things differently from time to time. 
• Listen to their concerns and acknowledge them, even if you don’t completely agree.  
• Most people just want to feel heard so an apology where appropriate can go a long way and can avoid escalating the conversation into a debate or confrontation.

Review the facts: 

• Was everything as it should be and as you’d expect? 
• Did the guest receive the same experience as other paying guests? 
• Were there any discrepancies between their expectations and what was stated on your listing? 
• If an issue arises, consider if changes could be made to prevent future complaints. 
• Call your account manager for advice before making any major decisions – we’re always happy to soundboard and offer impartial advice on the best way forward.

Handling Damage to Your Space 

Wear and tear is a normal part of hosting – occasional broken glasses, chipped plates, or small stains will happen. However, if a guest causes significant damage or leaves your space in an unacceptable state, you have the right to ask for compensation. 

What Our Terms & Conditions Say 

Under Section 10: Your Responsibilities in our Guest Booking T&Cs: 

"You will be liable to pay the Owner for any losses or damage to the property caused by you or a member of your party (except reasonable wear and tear)." 

Of course, what constitutes "reasonable wear and tear" can be subjective. We’re here to help navigate these situations too. We also have an email template you can use when reaching out to guests about damage. 

Steps to Take if You Discover Damage 

1. Take photos of any damage or excessive mess. This serves as evidence if the guest disputes it and helps us support and advise you. 
2. Assess the damage and cost, including repair quotes or replacement costs for damaged items like towels or rugs. 
3. Be realistic with costs – don’t overestimate but do account for additional cleaning or repairs. 
4. Prepare an invoice detailing the additional costs so the guest understands what they’re being asked to pay. Include payment details (e.g., your bank details). 
5. Send a calm, factual email to the guest explaining the damage without sounding accusatory. Keep emotions out of it – just present the facts. We have templates available if needed. Give the guest a couple of days grace to respond. 
6. If you’d like support from Canopy & Stars in reaching out to the guest, then we will need you to follow all the above steps first for us to support you further.

If the Damage Affects Future Guests 

• If the issue can’t be repaired before the next booking, let those guests know in advance, especially if it could impact their experience. 
• We can help with guest communication – just let us know!

Encouraging Guests to Leave the Space Tidy 

To make it easy for guests to clean up after themselves and reduce the risk of excessive mess, provide: 

• Eco-friendly cleaning products 
• Cloths and tea towels 
• Bin bags 
• A dustpan and brush

The easier it is for guests to tidy, the smoother your changeovers will be. 

Final Thoughts 

By maintaining high standards, setting clear expectations, and handling any issues professionally, you can create a positive experience for both you and your guests. The key to great feedback is not just delivering a fantastic stay but also being proactive, responsive, and open to learning from guest experiences. If you’d like support – whether it’s reviewing your listing, handling a tricky situation, or making changes – we’re here to help.  

For more advice on guest feedback, don’t hesitate to contact your Account Manager at owners@canopyandstars.co.uk for bespoke guidance.