description accuracy

[Joan3110]

hello,

I would like to confirm my listing is as accurate as possible. We have a bungalow we Airbnb, guests have the entire bungalow with private entrance to themselves. We as owners occupy the basement unit and clearly state so in the listing notes. Our listing states entire home as it was the best choice out of the 3 options 1/entire house 2/room 3/shared room when setting up our listing.  

The current guests are commenting, and don't seem happy, saying it is not the entire house and they didn't know we would be in the lower unit. 

I would  like to know if my listing is Ok and/or how best to change it.

thanks so much,

Joan

[Debbie210]

@Joan3110 I would tell your guests that your basement is a separate unit and there are no shared spaces. If you have a separate entrance as well, tell them and write it in your description. 
then change your verbiage on the platform. 

[Joan3110]

@Debbie210 Thanks! I went in and updated my description, however I feel it was quite clear, maybe I will also reiterate when they book. This is the only time it has com up - I'm feeling bad and want to confirm I am accurate....honestly they just needed to read on. thanks again!

[Debra300]

@Joan3110,

Based upon what you've shared I'd say that your listing description was accurate and truthful.   This is an excerpt from the Airbnb list of types of places to stay: https://www.airbnb.com/help/article/5.

Entire place

Entire places are best if you're seeking a home away from home. With an entire place, you'll have the whole space to yourself. This usually includes a bedroom, a bathroom, a kitchen, and a separate, dedicated entrance. Hosts should note in the description if they'll be on the property or not (ex: "Host occupies first floor of the home"), and provide further details on the listing.

The guest is probably unhappy that it's the host who lives in the basement, and wouldn't have reacted as strongly had it been another guest or if the basement door was simply locked to prevent their access.  

We state in our listing description and check-in method area that we are usually onsite, and in our booking greeting message we remind them that we live onsite, but they will likely only see us in passing when we leave or return home.  We do this to weed out any guests who plan to do anything that's against the rules (extra guests, parties, smoking, etc.).

[Joan3110]

thanks so much!  I appreciate your info and suggestions!

[Debra300]

@Joan3110,

Our Atlanta house and apartment share a common wall and are on the same level.  Our spaces are rented normally for long-term stays, and we rent out the house when we're not there.  Although we have never received any negative comments or poor reviews because we were onsite during part of a guest's stay, to avoid confusion we do categorize our house as an apartment.

[Joan2709]

Hi @Joan3110 

Luv your place! What a great location! You're doing great as a SuperHost and 24 great reviews!

Here is the dilemma you (and many other hosts) face for this property type. Airbnb has not really come up with a property type that fits this type of listing (I wish they would, as it would avoid confusion for both guests and hosts).

I respectfully suggest you NOT show your listing as an "entire bungalow".  If it were the "entire" bungalow, guests would not expect the Host to be living on the property in the basement (even if part time) and no spaces would be shared (including a driveway or other outdoor spaces). Having a private entrance is nice, and I certainly would mention that in your description, but it doesn't mean guests are booking  an "entire bungalow" where they will never see anyone else on the property. Additionally, your listing should not be priced the same as an entire home (no one else on property).

This is, of course, your decision. However, other Hosts with similar property types have had negative consequences from trying to list a property as an entire home when they (or another long-term tenant) live in the basement. Negative reviews from guests and even refunds from Airbnb can (and do) occur when the guest claims the listing is inaccurate. Here is a thread about this exact issue. Unfortunately, the new host in the situation below had a first review that was 3stars due to the inaccurate listing. 

https://community.withairbnb.com/t5/Ask-about-your-listing/listing-description/m-p/1794746#M35613

It’s probably best to err on the side of caution with Airbnb and guests and list your property as a “Guest Suite” and not an entire home or bungalow. Currently, the only option to clearly and correctly show your property type is to choose the following in Property Type:

Secondary Unit

Guest Suite

Entire Place

Then highlight in the first sentence of your description “entire main floor of home”. Then I would indicate the square footage right away as well. Something like:

"Entire main floor of home x,xxxsq feet. Includes private guest entrance and..................."

Indicate Shared Spaces in Several Places

There are at least 3 places (I’m aware of) where you should indicate “shared” spaces:

1. Guest Access
2. Guest Safety (Property Info)
3. Property & Rooms

The first 2 above are visible to guests in the listing. I don't see you even have completed the Guest Access section on your lising? I also don't see you have shown any shared spaces under the Guest Safety Section (this includes outdoor spaces like driveway, yard, patio, deck etc.). Currently, I don't believe what  Hosts enter in Property & Rooms really appears anywhere in the public listing. However, Airbnb sometimes puts sections in the listing for use later. Right now Hosts enter square footage in the Listing, but for now, it doesn't appear anywhere that guests can view (unless the host mentions it in the Description). Down the road, the sq footage may be disclosed by Airbnb and that's why it's there. Other platforms do show square footage for guests to see.

I would add your disclosure that Host resides in separate basement unit on property. You can show that in the Space section, or Other Things to note. 

Hope that gives you some things to consider regarding listing accuracy. Wishing you much continued success!

[Basha0]

We are in the same situation that there are times when we may be on property staying in the separate downstairs unit. Guests will not see us milling around on the property and we try to be as invisible possible.  

We state it in the description and send a reminder along with entry instructions. 

Never has been an issue with ABB but VRBO we had one guest insist we not be on the property cause the tv ad says you have the place all to yourself. 

[Joan2709]

Hi @Basha0 

I think most Hosts (like you) work very hard to provide privacy when guests are on property (your listing is fantastic BTW!). Unfortunately, even if you don't "mill about" when you have guests, sounds like you did have an issue with one guest regarding inaccuracy surrounding the listing? They "insisted you not be on the property as the TV ad said they would have the place all to themselves."

To be fair, from a guest standpoint, you should not say "entire home" even if you disclose somewhere that Host resides in basement. If it saves you one bad review, or having to provide a guest refund, why not take every precaution to prevent it? Sounds like you had to leave your property to accomodate the one guest you mentioned that complained? Why not avoid that hassle and any potential negative consequences by not listing as "entire home?"

For example, if I booked your property and arrived to see another vehicle in the shared driveway, or even on the property, I would immediately know someone else lives there. As a guest, I booked an "entire home" and was willing to pay a higher price to ensure complete privacy. I would not be happy. I noticed you don't show anywhere in your listing that host lives on the property (Guest Malia June 2022 complaint). I also saw another 2021 review that mentioned concerns about Host presence on property, but not disclosed. It also looks like you have not completed the "Guest Access" Section of your listing?

Even if you do add a statement  "host lives in basement suite" somewhere on the listing and point that out to a guest who complains (most of whom never read that far), you still have an unhappy guest and at a minimum, a negative review.

Until Airbnb adds an additional property type, each host will have to decide the level of risk they are willing to take in regards to listing accuracy in these situations.

[Joan2709]

Hi @Basha0 

My sincerest apologies...I did see you mention you may be on-site under your profile; I was looking under your Description and Space Sections and didn't see it there. 

[John5097 · Accepted solution]

@Joan3110 

I would use the Apartment option. it gives guest the best idea of the space. You can also include "entire space" So they get the picture. I also state near the top of the listing exactly what it is. 

Entire Bungalow or whole house is just that. Guest pay more for their entire place.and should be totally detached from the host living area, meaning stand alone dwelling. 

Your other option would be state in the very first sentence "Host lives in the basement of the bungalow." with a bulleted style description. But will still get guest who don't read it, in my experience. 

Hope this helps and good luck with your choices!

 

[John5097]

BTW at frist I missed the "lower suite is occupied by owners" or they think could be other guest as its also for rent? 

Considering its such a huge house. Maybe just keep Bungalow, and be clear, and phrase it so they know what to expect and still private. Id just say Owners live in the basement, and explain privacy and interaciton to expect. 

Did you fill out the Host Interaction? 

[Joan3110]

thank you!!!

[Joan2709]

@Joan3110 , I'm thinking @John5097 had a great suggestion to use apartment as a property type. That might be a better option than Guest Suite. You can still keep your Title as:

"Cloud 19 - 3 bedroom home with incredible view!"

Then the Airbnb sub-title would say "Apartment, Entire Place." I would still add the square footage to the first sentence in your description. Then just put your disclosure in the Description somewhere, or in Other Things to Note. I would still add the Guest Access Section to your listing and add shared spaces under Guest Safety/Property Info. That will have you covered on all bases. Be sure to keep screen shots of your disclosures in case there is a conflict going forward and you have to show Airbnb your disclosures.

Photos

Some hosts also show shared spaces in captions on photos. Let's say you have a shared driveway & parking area. I would add a photo and just caption it. For example:

2 guest parking spots in driveway (shared)

If you would ever be in a back yard to do landscaping (or other chores) and a guest might see you, I would add a photo of the back yard and caption it. For example:

large, fully-fenced yard (shared)

Guests may not read your disclosure in the description, but they will  look at your photos.