Is this unhygienic?!

Don’t you ever stay in hotels with large dispenser bottles? Even quite high end hotels have those now.

Madness! And for anyone saying 'what about touching the bottle after you've touched your bum' - well, what about the taps? the door? the doorhandles???

I think they are being picky and would not enter my head. It all sounds very thoughtful. But maybe as a solution you could get glass bottles with corks on and refill to the top between guests. That way it feels like its new for each guest (though some will probably take the whole bottle home with them).

I thought the same 😊

There's a great scene in Friends when Chandler explains to Joey that using shared soap is not the same as sharing a toothbrush.

Fashions in hospitality change.
When chamber maiding was one of my student jobs shared containers or nothing were standard in cheaper b&bs but anything above that provided individual bottles. The rationale was risk of contamination with larger containers - especially after large parties of men visited for conferences/events and thought it an absolute hoot to contaminate the toiletries.

I do a lot of hotel nights, this trend has moved quite a long way up the ranges. I’ve also watched staff refill the big branded bottles with no name stuff. Shared toiletries has moved up the chains because its cheaper to provide and like reduced towel changes and not even making up rooms its cost cutting badged as “eco”.
I use the small hotel soap bars which typically are wrapped up but have small travel bottles of my own which go everywhere with me because I’m picky about what I use (or I’ll buy locally) but those memories of contaminated shared bottles probably still influence me.

Contamination is a much lower risk in public loos/gyms where the containers tend to be designed to be tamper proof (and facilities are single sex).

I wouldn’t worry about one imperfect review - this is part of dealing with the public. People worry about different things and you will never be perfect for everyone.

But they don't "use them" then put them back?! They have touched the bottles I suppose but presumable things get cleaned between guests. From an environmental point of view, small bottles are wasteful if replaced every time

If they’re pump bottles attached to a shelf that’s absolutely standard these days and preferable to be honest …much least waste and packaging, maybe she’s just annoyed she couldn’t blag little miniatures and take them away with her because .. i mean, if you’d left a bottle of shampoo and a bottle of shower gel with no dispensers etc that’s one thing.. but what you’ve provided is standard across the industry. Weird thing to complain about. I want crisps and wine to watch the sunset! Your setup sounds beautiful!

I think she's being precious. Can you reply to her public review (where she didn't mention the bottles) - say you're glad they enjoyed their stay but are surprised they were unhappy with the pump dispensers in the bathroom (as privately messaged). After careful research, you had decided to follow the lead of many of the 5-star hotels in the area but you appreciate their feedback.

If they are that conscious, surely they wouldn't be staying away from home.... Unless, they take their own bedding, towels, cutlery etc.... It's absolutely bonkers! Some people love to moan for moaning sake... It is not fair for hardworking business owners for these a-holes to have access to their star rating!

No of course it isn’t unhygienic. The only part of the bottle you touch is the pump top with your finger/s and you then immediately use the contents of the bottle to wash your fingers/hand/body/hair so instantly cleaning off any random Ebola/typhoid/Black Death germs that might be lurking.

As others have said, when you step in any hotel or B and B you are exposed to whatever forensic leavings other guests have left behind. Even in your own home visitors leave skin cells, hair, fingerprints . Unless you are the sole inhabitant of a distant planet all of us are exposed to the detritus of other humans and other animals.

Were your guests happy to use cleaning products, washing up liquid, detergents , the last half of a toilet roll, the tissues in a box, the remaining paper towels on the roll or any other communal items left for their convenience?

@Oscillatingliterally thinking that! It’s the substance we use to clean!!!

Can you "respond" to the review publically? Send a public friendly message along the lines of.

"X and Y were great guests, thank you for staying with us. As discussed I apologise that you were unaware that the toiletries would be full sized-wall mounted Aesop in hotel style fittings, and not individual sized. I appreciate you had to source your preferred toiletries by yourself, however in an effort to reduce plastic waste I have followed the industry standard. I have amended the listing to show a full picture of the Aesop toiletries set up, so future guests are aware in advance. Thank you for your feedback."

That way everyone can see the reason for her rating?

It's free, so they are being ungrateful. If you have issues with that, bring your own!

I think OP should go the whole hog and provide a a complimentary hazmat suit and a geiger counter for what is clearly an unsanitary establishment! 😂

I don't use shared toiletries (allergies to everything) but I don't take off stars for it. I think she's being weird.

When you go to a cafe and pull out the chair to sit down there will be a million poop germs on the back part you have just touched from all the people ( men) who didnt washed their hands after having a poo. You should use your sleeve technique there too.

Why? They are literally pouring it out. Doesn't impact what is inside the bottle?

I wouldn’t use the shampoo and conditioner because I use specific ones. I’d happily use the hand gel (how does she manage in public toilets?!) and shower gel though.
She’s being a knob.

She's being silly. It's perfectly normal and not unhygenic to use hand wash, shower gel, shampoo etc from dispensers in all sorts of settings. Small bottles are very wasteful.

It's different from something like a pot of moisturiser where you dip your finger in. I assume you are not providing stuff like that.

Maybe make sure you are providing pump dispensers which minimise contact with the neck/inside of the bottle? And have photos of you nice dispensers on your airbnb listing so people know what to expect (in case they are weirdly fussy)

I believe you can reply to reviews?

Poop germs are everywhere. I'm not generally afraid of germs, I just don't want them on my hands.

I think you can ask her to remove the review (if within 30 days). If you explain it would be better to have no review at all than one that negatively impacts your otherwise 5 star rating given its a very subjective issue. Surely anyone with an ounce of reason would happily remove the review. You could also say you appreciate her messaging privately but, in actual fact, it would have been better if her reasoning were public so others can judge the batshittery for themselves

I would put it out of your mind completely..Most short stay hotel places now have big refillable bottles of shampoo, liquid soap etc screwed to the wall. What's the big deal ? You put it on your skin and then you wash it off. No point getting your knickers in a knot about this.

So you've got tap poop on your sleeve, washing your hands is only an 'if', and then you get your hands/sleeve dirty again as you open the door? So the soap dispenser and it's cleanliness doesn't really factor in to the equation either way. 🤷🏻