Guest/ssss

[Jane2692]

Hello Everyone,

This is the first time I’m writing on here. My poor husband usually has to listen to my guest complaints instead!

I have been hosting for 2.5 years now and I’m afraid to say I’m getting to the stage where I’m so sick of the guests!

When we first started renting out the house it all seem fine.  Our first guests stayed for a month, left a glowing review.  It all seemed very simple- guests arrive on time, they leave the house tidy and a nice review!  Job done!!

Funnily enough we have added many things to the house since then but it never seems to be enough!

The last few weeks seem to have been the worst ever.  Last week I actually (sorry to say this!) had a host stay.  He had great reviews but alarm bells started ringing when he started asking lots of strange questions.  I gave him the benefit of the doubt, perhaps it was a language barrier?  But sadly when he left he left my house was an absolute tip and he kindly blood stains all over a pillow (sons nose bleed apparently but wouldn’t you leave a note to apologise or cash to replace??)

Now this weekend I had some guests again.  Again, 2 good reviews, live fairly locally, great communication.  But late last night I sadly realised I had unfortunately had a key board warrier to stay.  
I received a lengthy email ‘just telling me a few things before she writes her review’.....so here goes-

there were ‘finger prints on a kitchen cupboard’, the coffee machine apparently wasn’t clean; she had to wash the dishes and cutlery before they used them; the fridge wasn’t clean and to top it all I need a new toilet brush apparently!!!!!!  Oh sorry, also the water was apparently not hot enough to wash the dishes.

This arrived at 11pm so I literally spent the night tossing and turning.

So, as I said earlier, we had a terrible guest prior to this one.  I can 100% say the house was scrubbed clean, by me, from top to bottom as always.  I double check everything and the fridge, cutlery, crockery etc were definitely cleaned as they always have been.  
I can also proudly and honestly say we have only once, in 94 reviews, had one person give 4 stars for cleanliness as there is a small varnish stain near the bedroom door that looks a bit yellow (I now have a note near it explaining what it is).  Even the one and only nasty review I received gave 5 stars for cleanliness!!

So that’s 200 guests and 94 reviews, and only one single person has ever said there was anything at all wrong with the cleaning- before this guest who has now allegedly found fault with so much??

The problem with this ‘complaint’ is it really unnerves me.  I’m just not strong enough to say stuff it like my husband tells me to.  I take it way too personally.

Please can anyone give me any positive advice and let me know what you do in these situations?  I can’t take another sleepless night worrying about her forthcoming review!

[Luana130]

I used to stress a lot in the beggining, but now I don't let it get to me. After 200 guests neither should you. 

I am very polite when talking to my guests, but I have very strict bondaries.

I receive a lot of inquiries about the kitchen for example. Do I have this, do I have that...Could add one for ourstay?... My answer is always the same " We have a basic kitchen, we included the main necessities for our travelling guests".  I will not add things because specific guests wants them.

That guest with the list, what do you do before check-in? Do you take pictures or videos? I take date stamped pictures before every guest arrives. So if a guest sent that to me I would say something like "I'm sorry you feel that way, we take a lot of pride in the clealiness of our space, we have never had a complain about it so far. I cleaned the house myself before your arrival, I actually had to do a deep clean, because of our last guests. Everything was in order when I left. I don't undestand how there could be issues like that in so short a time, but I am more than willing to go over check and rectify any problems."

She is fishing for a refund. Don't give in. Don't let guests walk all over you.

[Jane2692]

I don’t always take photos but I will from now onwards.  You are right to just be confident in your responses and always remain polite too.  Thanks for the helpful advice!

[Ute42]

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Hi @Jane2692    

You wrote:

• I can’t take another sleepless night worrying about her forthcoming review!

Why are You having a sleepless night? The overwhelmingly dominant factor for renting successfully on airbnb ist the placement in search results. And there are 2 dominat criteria that will put Your listing high in search results:

1. The numer of clicks onto Your listing

2. Instant Book enabled

Superhost or average rating has no influence on the placement in search results at all. I have done several researches on that. Do You want me to publish a sreenshot that shows a listing, no superhost, with an average rating of 2.5 on rank 1 out of 300 in search results ?

Why do You think that reviews are so important for hosts. Do You have any evidence for that?

As far as Your guest with the fingerprint cleanliness issue goes: I would write to her something along the lines like:

Dear guest, You have reported that there were fingerprints and the fridge was unclean at check in. I myself have cleaned the place prior to Your check in and everything was perfect. As You have meanwhile cleaned up Yourself as You say, I cannot take a look at it anymore and thus can't comment on it.

You mentioned in Your cleanliness complaint that Your are telling me this, „before You write a review“. As You may have removed all evidence and I can't clean  up anymore, what do You expect me to do?“

Let's see what she says.

[Jane2692]

Thanks for your great advice!