Is this unhygienic?!

[loislaneloves]

I have an Airbnb on my property. It’s basically a tiny home at the bottom of our large garden with an amazing view. Most people come for the weekend by train and I don’t want people to spend their holiday shopping for stuff like coffee, tea, milk or having to cram suitcases full of toiletries or beach towels so I provide all of those. I also provide a little evening snack (crisps usually) some wine to watch the sun set on the deck with and fruit from the garden and a croissant and jam for breakfast. People love it and I make it quite clear on my ads that these things are provided.
Just got a review from a couple who stayed with us a few days ago. They gave us a good review but took one star off and in her private message to me she said ‘We loved our stay with you but we weren’t very happy that the toiletries are in big shared bottles rather than individual use. This is obviously very unhygienic (we don’t know who has used them!!) so we had to make the trip to buy some for ourselves which was an expense and effort we weren’t expecting’.
To be clear I offer Aesop Shower Gel, Shampoo and Conditioner in the shower and Aesop Hand Wash by the sink in 500ml bottles. They get replaced when empty which is usually about every 10 months
AIBU to think this is not unhygienic?!

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

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! 😂

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

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?

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

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?

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!

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’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!

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

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.

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

I thought the same 😊

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).

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???

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

Excellent response. Explains the situation without pointing the finger at the crazy germaphobe.

@loislaneloves omg I didn't realise she'd put unhygienic and PRIVATELY messaged you about the toiletries!! Ffs what a cow.

I'd message airbnb about that. Totally wrong. Have you left a review for them yet?

You've done nothing wrong, large bottles are common. But I don't use them personally, other than hand wash, I just can't get past the idea that some weirdo may have contaminated them 🫪

She was wrong to remove a star though, most people would just crack on and use the toiletries. Perhaps you could get small bottles and decant it each time from the larger bottle?

The toilets in the independent cafe that myself, friend and friend's little child often visit (it has amazing cakes!) has lovely soap in pump bottle dispenser sitting on the wash basin. It has never occured to me that this is unhygienic. Yes, yes people touch the pump handle prior to washing their hands but this happens with wall dispenser soap in public toilets, but of course they then wash their hands.

Wow Aesop products are very expensive and fancy, I would love to stay in a place who provides those products for use! I think what you provide is above and beyond what many places do and very thoughtful.

Personally I don’t mind refillable products as they are better for the environment with less packaging and as long as they’re kept clean (not clogged up with dried old product) then I don’t see the issue? Personal preference I suppose but does she expect places to buy brand new sheets, towels, bath robes for each guest that stays even though they’ll have been cleaned between stays?! Does she refuse to use soap dispensers in public toilets? They’ve been used 1000s of times with no guarantee of being wiped regularly by cleaners…

I would just respond as a previous poster has suggested and say that you are following industry standard but will make it clearer on the listing going forward by including a picture of the shampoo offering. Some people will never be happy.

I have to admit I used to prefer the little bottles to the big ones but the larger, wall mounted ones are clearly much lower environmental impact and will be here to stay. The bit that bugs me is if they haven’t been topped up properly or if they’re secured in places that are impossible to reach (eg if you’re in the bath but they’re secured 5ft up the wall).

Ps. My fears began from hearing a chambermaid friend talk about what men get up to in hotel rooms re contamination. Another thing ruined. But probably less of a fear in a lovely little Airbnb than a big chain!

This is ridiculous, it has never even occurred to me that this would be unhygienic. It's lovely of you to provide this, some people are never happy!!

Previous guests haven’t “used them before”.
A bar of soap, certainly. But a pump dispenser? Unless you imagine someone has spit in it or something, how is the next pump any less hygienic than one from a newly opened bottle?