Community clubhouse

[Brittany751]

     I am a host for Airbnb and I also work in an Airbnb community clubhouse, with a pool, lazy river, restaurant, activities center and bar. I’ve always had trouble with wording things the right way. I need help figuring out a way to word certain things as to not upset the guests.

First, we don’t “provide,” towels. Oh my, the rage I get from this. How can I say this in a way to understand and not get upset?

How can I say we do not allow metal cups or any outside food and beverage? 

We don’t allow coolers.

The gym does not provide towels.

No, the kids do not need a wristband.

How to explain and word in a way that we have nothing to do with the rentals and we are a separate company. That the guest needs to reach out to their host to get anything resolved at the Airbnb. 

That the address they are at is on the no access list and they can not use the pool and to reach out to the owner to have this corrected as soon as possible. 

I realize I can just easily say all of this exactly how I just did. But I’m trying to avoid more guests getting upset and to try not to “ruin their vacation.”

Thank you.

[Dave-and-Deb0]

Hi @Brittany751 

First of all, I have never heard of an "Airbnb Community Clubhouse" but I am certainly intrigued.

It can be tricky to word things in a way that prevents misunderstandings while maintaining a friendly tone. Maybe give these a try.

1. Towels not provided:
   "To help keep our facilities as eco-friendly as possible, we encourage guests to bring their own towels. We appreciate your understanding!"

2. No metal cups/outside food or beverages allowed:
   "For the safety and comfort of all our guests, we kindly ask that only beverages and food purchased on-site be enjoyed in our facilities. Glass and metal containers are not allowed near the pool area for everyone’s safety. Thank you!"

3. No coolers allowed:
   "In keeping with our community guidelines, we kindly ask that coolers remain outside of the pool area. We appreciate your cooperation!"

4. Gym does not provide towels:
   "Please note that the gym does not have towels available, so be sure to bring your own. Thank you for understanding!"

5. Kids do not need a wristband:
   "Good news! Kids don’t need a wristband for entry, so you're all set!"

6. Community clubhouse is separate from rentals:
   "We’re a separate company from the individual rentals, so any issues with your Airbnb stay will need to be addressed directly with your host. We’re happy to assist with anything related to the clubhouse though!"

7. No pool access for certain addresses:
   "It looks like your address isn't currently on the access list for the pool. Please reach out to your host to resolve this as soon as possible. We hope you can enjoy the pool soon!"

Happy hosting @Brittany751 

[Paula]

Wow @Dave-and-Deb0, thank you so much 👏 for this! I find it very helpful for @Brittany751.

@Brittany751, please let us know your thoughts. Incorporating some of Dave's suggestions could really help your business.

As Dave also mentioned, could you share a bit more about the Airbnb Community Clubhouse?

Thank you, and I look forward to your response! 😊

[Brittany751]

Hello @Dave-and-Deb0,

I just really want to say thank you and express my sincere appreciation for your valuable insights. This advice is going to and has been helping me improve my customer interactions. Based on your feedback, I am committed to providing better service. So, I thank you so much for sharing your expert advice, it’s incredibly helpful and will definitely allow me to provide a more positive experience for our guests!

Sincerely,

Brittany May

[Helen3]

What's an Airbnb clubhouse @Brittany751 @I wasn't aware Airbnb ran club houses ?