This is about boundaries. Where I share a house with 2-4 others, it's essential.
A bit of tolerance and a goodie or two should go a long way.
More and more I trust my own instincts. I remind myself that this is my home, and that these are guests. That I hate passive aggressive reviews. So I go on a face to face fact finding mission. It gets easier each time you do it. Open hands, assertive tone, pleasant but firm.
"How do you like it here?"
"What can I be doing better?"
"I know it's only a $20/nt room, but we aim for a 5 star experience. However, in achieving your satisfaction, I seem to be running into some obstacles. Why is that?" Keep an open mind - they might surprise you.
"Tell you what. If you are not convinced that my offer is a 5 star experience, let's agree to shake hands. You will get refunded for the balance of the nights, and you find someplace else."
Then I send a CYA email detailing how lovely they have been, what over and aboves I have done for them, and reiterating this offer to shake hands and part if necessary.
In some cases they DO leave. I can't please everyone, and they should not be held to stay in a place they are not happy with.
In another, a woman who repeatedly broke the rules became very defensive. Hey, it's not 100%.
However in most cases, people cannot know what they should have already read and didn't, and they act accordingly.
Or I may have overlooked something that is relatively minor, and easily corrected.
In general people see that it's a 2 way street. It helps to clear the air. And it has helped towards a more authentic and positive review.
Hope this helpsQ