We are new to hosting on Airbnb. We are Mariott Vacation Clu...
Latest reply
We are new to hosting on Airbnb. We are Mariott Vacation Club (MVC) owners and recently rented our unit, but still have a few...
Latest reply
Hi all,
Just looking for a little peace of mind. I am new to hosting and have two active properties that were just listed in the last month. So far, I have had 6 guest, 3 of which have been nightmares. One cost over 3k in damages, another has had over 30 people in and out of a 6 person house (damage has yet to be determined) and another allowed her children to color every wall and piece of furniture in the house, along with soaking the couch and beds in pee.
At this rate, I’m feeling defeated. We are rushing to repair and refurnish the units that had just been completely renovated. My question is, does this happen as often as it has happened to us? Is it the luck of the new host? The guest that allowed her children to wreak havoc on our house had three raving reviews from other hosts.
Any advice or uplifting spirits is much appreciated.
Christie
@Christie155 That's a really, really bad average. Most hosts here have about 99.9% great guests. Guests get an impression of how they can behave from their first interaction with your listing. Your host intro is long and somehow gives the impression you are paying too much attention to your own life to pay any attention to what guests are doing at your place, so they end up feeling you're not ... paying attention. Make it all about them and they might straighten up. Otherwise can't really see anything you're doing wrong, listing is nice and doesn't absolutely scream party, prices are high enough to say quality and competitive with hotels/motels in Virginia Beach. Be friendly but firm, welcoming but in control with your communication. Let them know you know what goes on at the place even if you're not there. It's an art. Experience is the teacher.
That was wonderful, sound advice. Thank you so much. I really appreciate you taking the time to review my listing.
@Christie155 While it is known that partiers will often target new listings, assuming the host is green and they'll be able to get away with things, no, this isn't the normal thing just because you are new.
Most hosts start out hosting assuming that they'll get nice guests who will care for the property as you would, appreciating all you've put into it.
So the first thing you have to do is adjust your attitude and realize that these are complete strangers you know nothing about, someone who just clicked a few buttons online and boom, they have a booking.
To me, ratings are not nearly as telling as written reviews and the way the guest communicates with you via messaging.
Hosts who don't use Instant Book, and require all guests to send requests for the host to approve, aren't even privy to the star ratings- we can't see them.
When you read written reviews, there are things to look for and sometimes coded phrases that hosts use. A review that says " Guests were okay", means they weren't- the host had nothing good to say, or they would have, but for some reason didn't want to be more detailed.
You can also dismiss generic reviews which tell you nothing, like "Nice guests". Those are usually written by property managers who may never actually meet the guests, and as long as they didn't burn the place down, they are all reviewed as "Nice guests".
It is crucial that you communicate with guests when they book, make sure they have thoroughly read everything on your listing, are aware of the house rules, have entered the correct amount of guests who will be coming, and are clear that unregistered guests will not be admitted and that ignoring this will lead to eviction.
If you get a sense of something off, trust your instinct- it will almost always be correct.
And you have to be prepared to act if guests behave badly. It's your home, not theirs.
Don't furnish with high end stuff- guests are hard on things. Don't buy "sets" of dishes or bedding that will be useless if someone breaks a piece or ruins it. Stick to dishes you can buy by the piece, like Ikea dishware, or maybe multi-colored dishes where if a guest breaks a green bowl, you could replace it with a blue one.
Have washable slipcovers on upholstered furniture.
Become a reader of this forum and learn from other hosts'experience. Use the search function to look for specific topics, like red flags in guest messages, so you can vet guests better.
Things like a parent letting their child draw all over everything is hard to prevent ahead of time, that's just total disrespect. But there might have been some red flags in her messages that you weren't attuned to, maybe. Or maybe not.
Thank you, Sarah. I really appreciate the information. Can I ask, do you offer instant book? I think that might be where I am getting myself in trouble. 2 out of the 3 guests gave me an off feeling but supplied their ID and agreed to the house rules.
I’m a very conservative with my judgement and have had great success with long term rental tenants. However, I do believe you are correct in saying my mindset has to change. It’s the risk we take with any investment and while short term rentals are much more lucrative, they are a whole different animal.
@Christie155 I have never used Instant Book, and never will. As a home-share host, I'm not about to let a stranger in my home who I haven't had a chance to communicate with first.
Not using IB does affect your search ranking, but I'm interested in quality, not quantity.
While many hosts use IB quite successfully and love that option, it's not the greatest choice for a new host IMO, until you become more adept at vetting guests. As you say, these horror guests had 5* ratings.
Just a suggestion ---I don't allow children under 12 but I have stairs & the suite is upstairs so not sure if that's something you want to apply.
This was something that we had discussed. We live in a military area and much of our foot traffic in has been from families coming to greet the ships arriving.
@Christie155 Your crayon experience is hopefully not going to be the norm. I’ve hosted dozens of families over two years with infants, toddlers and grade schoolers. The worst I’ve had was a few sticky smudges here and there. Good vetting and screening of guests in general is what you want to focus on.
@Christie155 Question. You say you have hosted 6 guest bookings, 3 of which were nightmares.
You have 5 guest reviews on your profile, all of which you gave great written reviews to. If at least 2, if not 3 of those were nightmares, why on earth would you leave them reviews which portray them as great guests???
This is a terrible thing to do- you have now misled every host who gets a booking from these nightmare guests. This is how bad guests get to continue making host's lives hell.
If you aren't willing to leave honest reviews, don't leave any reviews at all.
No, I was mistaken in my number, it’s been 8. Two guest checked out yesterday and there was no way in hell I was leaving a good review for any of these guests.
I was thinking about waiting until the last minute to review the ones that have caused so much trouble. It seems to be a fine line as a new host, trying to prevent extremely poor ratings while also warning other host.
" trying to prevent extremely poor ratings while also warning other host. " I don't understand this comment. Given that a guest can't view your review of them until after they've rated you, why do you believe that writing a negative review of a guest would influence the rating they give you? And what's your rationale for waiting until the last minute to review them? You only do this if you want to discourage them from reviewing you.
Hi Louis, please excuse my comment. I thought that the guest could see your review before reviewing the host. If this is not the case then yes, I will most definitely review them. I did not want retaliation from me giving them a low star rating.
https://www.airbnb.ca/help/article/13/how-do-reviews-work-for-stays
@Christie155 That is a link to how reviews work. Be sure to also read the review policy. I highly recommend you give the Airbnb help pages a good read. Very important for a new host to be familiar with how things work, for smoother sailing.
If you’ve written good reviews for guests who were not in fact worthy of them, you can request Airbnb remove them.
Thank you, Colleen for the link.
Also, I am going to save your information, in hopes that I can one day plan a trip to one of your beautiful listings. Just stunning!