One of the things I love about hosting is creating special m...
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One of the things I love about hosting is creating special moments for my guests. Sometimes, it’s the little unexpected touch...
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Hi fellow Hosts. I am a fairly new Host. We started in June of this year and have had a dozen or so groups stay at our 2 bedroom Airbnb suite. I must first say that we have had excellent guests to date. Great experiences and reviews had by all. That was until last Thursday. We live 2 ferries aware from the mainland of Vancouver so it takes people most of the day to travel here. I always contact guests ahead of time and ask them more about their group, what they want from their holiday, what they take in their coffee etc. I recommend they contact me before coming to get better directions too because it is tricky to find. This particular guest was the first time there was NO response from my messages. It is clear on my site that we live above the suite in a house on a private property on the ocean and that we will be around. It's ok to bring A dog if you tell me about it and it is going to get along with my 2 friendly dogs.
Thank you Lorna. I agree 100 %. I really appreciate the support from everyone from all over the world. So cool.
Thank you Lorna. I agree @Linda108 nailed it! So great to hear from you hosts all over the world.
@Nancy1588 Great advice by all. So far I haven't experienced anything like this. I've also let a guest stay who had extra family, as they were in a bind, and they were perfect and left the place in perfect condition. One thing to clarify, though, is that reviews are made public once both host and guest leave a review or if only one leaves a review it will be published 14 days after the booking. So since guest already left a review you would need to write them one within 14 days, or once its published you can't leave one. I would think you could also report them for abusive behavior that you described. This is why I'm more inclined to not cancel reservation and just use review in a situation like this, and just cover the cost of damages. Even had you turned them away on day of booking they can still leave a review, unfortunately.
Hi John. I did report them right away to Airbnb. It took a bit but I found a phone number and was able to talk to someone which was reassuring. The cancelled and and handled refunds and credits etc. I was disappointed that they were not able to remove his review and erase that experience from my online history but I guess that is the nature of the crowd supported platform and the importance of the honest reviews by all. I'll wait until closer to the 2 week deadline and will craft a professional response to rate him and respond to his review. I've got a couple bookings in the meantime so I'll ask them to give reviews to start to bury his. Joy! 🙂 Thanks for participating in the conversation.
@Nancy1588 That's a good strategy. You are right, if you wait closer to the 2 week deadline it will show up below any more recent reviews. This will most likely be a rare bad guest experience. CS will remove review if it violates the review guidelines, so would brush up on that before contacting CS again to try and have it removed. But yes as its part of a crowd supported platform so reviews are subjective, and its left up to host how to navigate the inherent risk. I also just do the best I can. I'm hoping to host several years for an apartment at end of my house but not looking to add more listings as its so much risk for host and one bad guest can shut you down.
@Nancy1588 Airbnb almost never agrees to remove a review before it's published. When it is, it might very well contain things that violate their review policy, and if so, at that point they may remove it if you contact them about it, especially given the history of this booking and if he tanks your rating by leaving a 1* review.
And while hosts agonize over bad reviews, it's not as big a deal as you might imagine- when it comes to written reviews, guests will see a bad ranting review as just what it is in the light of all your good reviews- an outlier that isn't true.
If they won't remove it, you can leave a brief, unemotional response along the lines of, "This review was prompted by the guests being asked to leave due to their egregious, threatening, and totally unacceptable behavior. Please refer to our other reviews for accurate information about our listing."
Thank you Sarah. Lots of great points there. My best friends daughter just set out for Sayulita from Toronto. I hear it is a wonderful area. Maybe we will check out your BnB someday. Thanks for the advice I really appreciate it. Cheers.
@Nancy1588 And I'm from Courtenay! Live in Mexico now, but I was up there for 25 years.
We turned off instant book for our larger property for this reason. Only guests with previous reviews can instantly book it now. It's helped filter out some bad apples.
As for the review, ABB won't remove it, so please leave an honest review of this guest so other hosts know about them. Also leave a calm, factual response on their review of you so future guests can read what really happened.
I would definitely mention an aggressive and poorly trained dog.
I am considering banning Pit Bull Terriers from my listing although I’m sure it would provoke moaning from owners who feel that it’s discriminatory.
Tough. I already had to deal with that once. (“She’s just the sweetest dog, she’s never (yet) attacked a human but she does kill other dogs, so you will have to make sure your dog doesn’t come near the house.”)
A quick review of my insurance policy revealed that Pit Bulls are specifically excluded in case of a liability claim for injury or damages.
My response: Get that ugly, mutilated creature off my property before tomorrow morning at 0800 or I am going to shoot it.
I wasn’t joking either.
@Brian2036 I see all these pit bull owners trying to get the breed bans in various jurisdictions overturned, claiming discrimination, and that their dog is so sweet and would never hurt a fly.
Well, the stats are that while, sure, some may be harmless, there's way too many cases of grandpa's "sweet" pitbull he's had for years suddenly ripping the face off their grandchild one day.
Not the dog's fault, it's simply part of their DNA. But anyone who thinks breeds don't matter is ignorant. Intelligent people who want to get a dog research the dominant characteristics of various breeds, in order to decide on one that suits their lives. Some breeds are calm and gentle with children, some are working breeds with lots of energy and need for exercise, and shouldn't be kept cooped up in an apartment- dogs have been bred for hundreds of years to have certain characteristics.
Unless someone just happens to have a pitbull because it was a rescue from an abusive situation, to especially choose to have a pitbull says a lot about the dog owner, IMO. As in "Oh, BTW, my dog kills other dogs".
I absolutely agree.
Furthermore, to accommodate demand by people who apparently are not packing a full seabag, puppy mills produce inbred, unsocialized animals that are likely to have health and behavioral problems.
Any dog bred that way has an increased propensity for viciousness.
I still remember when everyone had to have a dog like “Lassie.” After a few children were mauled a normally gentle breed was banned in many places.
Same story with German Shepherds, Saint Bernards, and Dalmatians.
I’ve never heard of a killer Chihuahua yet but I have met some who were definitely less than appealing.
Little to no effort is being made to shut down the truly disgraceful mass-production of dogs in this area.
@Brian2036 Any dog has the potential to do something they've never done before if they feel threatened.
My dog is large, looks intimidating (in the husky family and wolfish-looking), and has a big bark. She's also an alpha female, and while she's old now and has calmed down, she used to attack some female dogs if they got too close to her territory, i.e. our house, or me. She'd jump them, get them on their backs, and stand over them, snarling with teeth bared, and not let them get up. You expected to see blood and fur flying, but it was just a big show of dominance- she never actually bit them, nor has she ever bitten anyone or any other animal.
But one day I was standing out on the road chatting with some neighbors and their 5 year old was sitting on the ground near the dog. I wasn't paying any attention, as my dog has always been gentle with people. But he had been touching her near her tail, rather than her head, which is an area she's always been nervous about even me fussing around with, and she had turned around and snapped at him as a warning, which really scared him, with good reason.
Had she been a pitbull, that warning snap might very well have been a "clamp jaws on arm and don't let go", instead.
@Nancy1588 You are offering for a mere $221-$261 an entire house in a nice area accommodating 4 people; the chance of they turning out to be social 'pit bulls' themselves is way too high at those prices.
Start at $299 for 2 people and $399 for 4 people and the odds of this not happening again go way up.
I bet 'Igor and his fellow knuckle-dragging Neanderthals' wouldn't have come to your place at those price.
As for review, make sure you do leave one before the 14th day (short and not so sweet) so you can respond publicly once theirs is published, IF it is and Airbnb doesn't take it down. Not to worry, in all likelihood that tribe will express themselves so ignorantly and stupidly you will have an ample opportunity to make them look like the creatures they really are.
Thanks Fred. Good advice on pricing and review. I am going to do the review soon as the 14 days will be up this weekend. At least it gave me a couple of weeks to calm down and learn more about how to handle it. Stay tune 🙂