Separate Hot tub use review

[Yvonne41]

We added a hot tub just over a year ago, and it has been difficult to keep the hot tub clean because guests don’t follow rules, or operating instructions. It has increased our rentals in the colder months, but it dramatically increased our operating costs with a lot more chemicals, water and more than double the old electricity bill, 9 months of the year.

For all visits longer than 4 days, we even try to do a courtesy chemical and filter change to help prevent frequently draining, cleaning and re-doing all of the chemicals. Is anyone else doing this level of extra maintenance?

For hosts with hot tubs I would really like it if Airbnb would add a new, separate review and star rating for guests, specific to how they used the hot tub, providing an incentive for guests to keep it clean and operating properly.

[Colleen253]

@Yvonne41 Do you also post the simple instructions as a visual reminder, near the hot tub? I also struggle at times with guests leaving the hot tub a disaster, but only occasionally. I don't rely on a one time relaying of the house rules at booking, or assume guests have seen them on the listing. I know for a fact that the overwhelming majority of guests don't in fact read them, even though they must click 'I have read and agree'. So I post them again in my welcome book at the house, which has on the very last page the wifi password. I tell guests that they have to read the welcome book to get the password. I also know that the other guests in the booking won't have read the rules either, so I post them again by the hot tub. 

If, after all that, the hot tub is left a disaster, they get a mention in the review on lack of following house rules, cleanliness issues, and get assigned lower stars in those categories.

[Yvonne41]

I do repeat the simple rules at check in, with the combination for the lock, and have them in our house binder.

[Yvonne41]

I do make guests sign our hot tub rules agreement at the time of booking. Also, it’s in our house binder, as well as I provide a summary of the basic controls settings to avoid issues. It doesn’t work for people who don’t read anything ever.

[Lorna170]

@Yvonne41   15+ years with rentals and hot tubs.  Guests will wash their dogs in them, have adult relations in them, pour oils, bubbles and other products in them, drink beer, wine and soda in them, eat in them, break the jets, clog the filter (or even remove it),  and use any chemicals they find in order to "make sure it is clean"; even dumping in the laundry room bleach.  Guests can be idiots on vacation.

Our solution?  Hot tub cleaning fee including in general cleaning fee.  At least 2 filters on hand, but NO chemicals left on site.  Our Hot tubs are emptied, scrubbed out and refilled by housekeeper for each guest.  (4 man tubs, well water, takes 2 hours to turn)  With 24 hours between guests hot tub is ready by arrival.   Hot tub fee of X dollars for the months of November-March when the electric bill can double if the hot tub is in constant use.  Hubby, housekeeper and her partner have all have been trained on maintenance to keep costs of repairs down.

Yes, it makes us more expensive than the neighbors...but they don't have a hot tub.

[Yvonne41]

@Lorna170 How do you seasonally include the separate hot tub fee? I would love to have a separate use fee, since the hot tub has a combination lock already. I just haven’t figured out how to separate it all out so it makes sense what the guests are getting at the time of booking.

[Dale711]

Hi@Yvonne41 

You can charge the guest through the resolution center.

The Resolution Center lets you request or send money for things related to your Airbnb trip.

What is a resolution center? 

https://www.airbnb.com/help/article/767/what-is-the-resolution-center

* do communicate with the guest before you send the claim to assume the guest aware of the extra charges and agree to the payment 

* if you’re unable to reach an agreement, you can ask Airbnb to make the final decision 72 hours after the request was opened. 

* it would help, if you increased your nightly rate as it features the hot tub facility 

[Lorna170]

@Yvonne41  The fees are in the description, the contract, and are put in an email to the guest at the time of booking.   I use several different sites, and Air is one that currently  does not have seasonal fees as a booking option.  Many OTAs are choosing to follow Air’s programming and are cutting the rug out from under the VR owner.

[Yvonne41]

I have tried enforcing fees for late check outs and mid stay cleanings (for week or longer visits) and I am having a really hard time because guests say no, they don’t want to pay for it.

I have also noticed other booking sites moving away from protecting their host inventory, and focusing on packing in more guests, who are harder and harder to screen. My feeling is that owner/operators, like myself, are dropping out as a result and the property managers are taking over more homes. Which is bad for the guests and the home owners. It takes the unique travel experience out of a lot of properties, in my opinion. I prefer to be in a home that feels like a family owns it and uses it to make memories too, and it’s not like a hotel.

[Heather133]

Following this conversation. Thank you to everyone who is contributing to it. I'm finding it very helpful.

[Dimitar27]

The hot tub is not designed for "public" use. Sorry, but...that's the truth. This thing will probably increase your bookings, but will definitely drain your pocket also.

[Anonymous]

@Yvonne41  One feature I'd really love for Airbnb to add is an "optional fees" menu where guests can select the extra amenities or services that they'd like to pre-pay for at the time of booking. That could be a hot tub fee, a pet fee, an interim cleaning, breakfast, etc.

Without this feature, the workaround would be to ask guests when they book if they would like to rent the hot tub, and send a Resolution Request for the hot tub fee if they say yes. Naturally, you'll only supply the codes for the hot tub lock after the guest has accepted the charge. Only thing is, it's important to be super clear in the listing description and photo captions that the hot tub is not an inclusive amenity, so people who'd rather not pay extra for it don't feel cheated.

As for the separate star ratings, I don't think they would work as incentives, because most guests aren't even aware that they're being rated. Guest behaviors simply aren't motivated by star ratings, especially considering that they can't see them. But people who value the hot tub enough to pay a premium for it might treat it with greater care than those who use it just because it's there.

[Yvonne41]

I agree, we need optional fees, and seasonal fees. Right now I am hunting around for the best way to add a separate hot tub fee, and option for my guests who may not want access to even use it if it's not their thing. The thought of trying to manage a resolution request and the time needed to get that handled properly for every guest is not something I would want to add to the mix. Too much to manage already.

[Elaine701 · Accepted solution]

As you think about charging extra for things like a hot tub or sauna or heated pool, it's wise to be aware that those who don't have these things, generally have no clue how outrageously expensive they are to operate.

They go to their sport club, and the pool is heated, the jacuzzi and sauna is warm and running. But they don't realise it's paid for by hundreds of membership fees. 

A single Airbnb (that isn't a hotel) has >one< paying guest at any time. So the price of having it all to themselves isn't shared. To cover those costs, they need to pay it all. But that won't enter the mind of most guests. A big extra charge that will cover those costs will seem absurd. Because they have no idea how expensive it is. 

It's quite a challenge to explain this in a way that people will understand. Most won't.

We actually would like to provide these highly desirable amenities, but we're struggling to find the right way to price and position it. Raise the day rate and include it? Nobody in their right mind would include it unless per night rate can cover it.

...or an extra, substantial fee? Tricky. But it would give the guest the option.

Maybe pay per use? We can log the time and charge for it, I suppose. 

Not sure yet...

[Sarah977]

@Elaine701  What about a list of expenses involved in maintaining a hot tub? As you say guests have no idea, perhaps a little education would be in order if offering it for an additional fee.

"There is an additional fee of $X for use of the hot tub. As not all guests are interested in using a hot tub, we choose not to incorporate the costs of maintaining it into our nightly rate. Here is a breakdown of the costs involved in maintaining the hot tub, which is what we base the hot tub fee on: "

[Yvonne41]

I just added a note in my description that my per guest fee (above 3 guests) is for maintenance, including the hot tub. It’s doubtful anyone will read it, but I feel good that it is there.