Day 14: How Allowing Last Minute Reservations Saved a Mother-Daughter Christmas Trip

[Matt26]

It was December 24th, 2016 at 2:53pm. I’ve just received a frantic request from a mother and her daughter sitting in a local Starbucks. They needed a place to stay for the next three nights – Christmas Eve, Christmas Day and Boxing Day. Their profile showed they were from Brazil. I live and host in Canada.  What on earth could they be doing in Starbucks at 3p with no place to stay for the next three nights all the way From Brazil??

Like many of you, last minute requests can make me nervous. Especially ones that come minutes before check in time. In the past, I’d thought about not allowing same-day requests to avoid hosting bad guests. For some reason though, I decided to allow them and just closely monitor my requests. The downside to this strategy is having to decline too many guests or spend time on the phone with Airbnb; because same-day instant bookings can’t be canceled without calling in. On Christmas eve, just before 3p, it now seemed evident why I left it on.

I immediately responded to the guest, Thais. I asked her why she had left securing accommodation to such a late date, especially over the holidays. She replied instantly. She explained that they’d booked another Airbnb, but sadly they’d arrived to find that it was not what they were expecting and not guest-ready . She was so disappointed. They’d travelled all the way from Curitiba, Brazil for a mother-daughter Christmas vacation. My heart went out to Thais and her daughter. What a terrible predicament to find themselves in so far away from home. Luckily, my cleaner had just finished preparing the condo and it was now ready. I accepted Thais reservation and immediately shared my check in instructions.

A few hours later, I got an Airbnb notification on my phone. Since it was Christmas Eve, I was with my family and not immediately available to help any guests on-site. Of course, my mind when to the worst: “had something gone wrong with one of my guests?! Why else would someone be messaging me at this hour on this day”. I quickly opened the app, while thinking of what I’d say to my family if I had to rush out. It was a message from Thais. She was simply writing to me to say that my place was perfect for her and her daughter. She thanked me for salvaging their mother-daughter trip to Toronto. She wished me the most Merry Christmas, because I’d given her one. I was so touched and relieved that I could help make a complete stranger’s Christmas.

On check out, my condo was in pristine shape. Thais and her daughter were the kind of guests, every guest should aspire to. Every once in a while, I get confronted with too many last-minute requests from guests I’m not comfortable hosting. And then I think that I should turn off same-day bookings. Then I think of Thais and her daughter. Three years later, my same -day bookings are still on. You never know when you can help a perfect stranger in need, at the worst possible time.

I wish everyone in the Airbnb community a very Merry Christmas, Happy Hanukkah, Happy Kwanzaa or happy holiday season. Hopefully, we’ll hear more about how the hosts in our community have helped to make this Christmas one of the best for their guests.

[Cathie19]

Lovely story @Matt26 . The truth is, as much as we are nervous of the last minute guest.... and rightly so, the exception to the rule seems to be the authentic and good communicator. The two times that come to mind, that I’ve accepted guests literally at the last minute, have shown perfect communication. So we can’t underestimate the tool of language, to feel safe either as a guest or a host!

[Manasui0]

love the story... on my travels many people has help me through out the globe, and it seems fair enough if the kindness is being return in my current hosting condition.. I always love to spread smiles any way, the thing that you get from a smile are never always from some things that is affiliated through money and master card.. 

A month ago my place was empty, as always I slowly upgrade my place since is in high demand, is tiring doing it on my own, but it is fun.. suddenly a week holiday.. not bad.. time to do some maintenance and remodelling..

then I was in the middle painting 3D stone wall with air brush.. I got tired so I took my bike and go around town to get some street mural inspiration... it was the 5th day I think.. i had a schedule maintenance on my date, I forgot to put it down since it is done in the first few days of the guest holiday..

Suddenly at around 16:30 ish I got a message, I was on my bike.. at traffic light I checked the message and we had a conversation.. A guest in a group of 4 wishes to stay for the last 3 days empty dates on my place.. I told them that the villa is not ready.. it can be ready by 21:00.. roughly in 4 hour I can make my place ready as in check-in standards.. I told them even before I pre-approve their inquiry.. they said.. Is ok, but if you can be faster it would be great.. so I told them I'll message you once it's ready.. they reply ok, I'll book it right now and we already in the taxi, we are on our way..

It takes me longer to reach the villa from where I am than they are to get to the villa even by taxi.. 

when I arrive they were disappointed seeing the place all messy with paint cans and cloth use to covering the ground.. 

They were trying to get out the booking with out penalties.. they were making excuse which clearly it was not ready as agreed on, prior pre - approval.. I was angry.. but suddenly it struct me.. that they were making decision at a haste and in confusion.. when a re-approach they were saying the sofa is not a bed, and other dumb excuse.. I just told them to stop.. you don't need to hustle..

In my mind this guys needed to calm down.. they did .. they can now make a correct decision... 

I did not lost any blocked dates from any reservation.. so I told them.. just be nice.. since they did request Airbnb if a full refund is possible with out penalties on either side.. so I gave them a full refund out of a strict policy cancellation, cause is less than 48 hour and they can be nice.. 

some times fear makes us do things that is not nice.. 

it was nice to be treated in respect.. I really love helping people through hosting in support by a caring community