Sharing-- maybe this is the new normal?

[Laura2592]

A friend of mine has a nice furnished condo in a major city in Florida. She has spent the last few months rehabbing it (she inherited it) and making it ready to rent. She talked to me at length about putting it up on ABB/VRBO and decided against it due to various issues (parties, reviews, fees, lack of support, etc.) She is remote, so hired a realtor to get it listed and rented for 6 months instead. It rented right away at good rate to a retired couple who were fully vetted/credit checked.

The place looks great from what I can tell of the listing and pics/videos. Its not high end luxury but its certainly very nice and new: I am sure some hosts would put it in the "luxury" category. Her tenants showed up over the weekend. They have already said:

1. the screen porch is too hot. 
2. the bed isn't what they like
3. they can't figure out the (brand new) dishwasher so it "probably doesn't work".
4. the smart lock doesn't work (they pressed it too many times because they were inputting in the wrong code. She left them a regular key which they prefer. They said it was "too sunny" and they couldn't see the keypad. {sunglasses?})
5. the screen door sticks.
6. the neighbors upstairs are on their balcony too much.

She is ready to pack it in. She has someone on site who went over and addressed the concerns about the dishwasher and screen door in 5 minutes. 

Is this the new normal? Is it that people are now used to reviewing every cookie they eat, every word someone utters that they are all hyper critical? Or is this somehow pandemic related? A Pandemic Karen Syndrome (PKS if you want to use the shorthand), where, deprived of the ability to make choices about travel for a period of time, many adults have regressed to a peevish, unable-to-be-satisifed tantrum that stunts the ability to perform simple tasks or figure things out with a base level of resilience? 

We were toying with the idea of a 3 or 6 month lease to a tenant at our cottage but now I am not so sure. 

[Lorna170]

@Laura2592   IMHO, complaints from guests is the new normal.  Years ago, our family used to rent a cottage at the New Jersey shore.  We had to bring everything necessary for our week with us, as the rental properties offered were always bare bones -- you were lucky if the beds had good mattresses and there were a few pots and pans in the kitchen.  All we really cared about was the proximity to the beach and the cleanliness.   If you forgot to bring the lobster pot, oh well.  You didn't call the booking realtor or the property owner expecting a refund because a lobster pot was not supplied.

When I began renting STR properties 20 years ago, guests would make suggestions as to amenities that would make future guests more comfortable, and any maintenance issues were reported and taken care of without a big fuss.  The past few years, however, I have seen an uptick in demands and reporting of non-issues (a squirrel on the deck,  no Monopoly game, dislike the curtains in the living room, etc.)  The property is exactly as it is advertised, why the demand for things I clearly don't (or won't) offer?  

IDK what has happened to guests...it's as if they want to vacation on my (our) dime and if they don't get a discount or refund, they feel that they have been "taken" and they will go on social media and bash a perfectly well run and well maintained property.   The change over of AirBnB and other OTAs from  advertising sites to full brokerage booking sites handing the payments, taxes and adding fees for the privilege of using the site has contributed to this attitude too.   It's not "my" property, it's an AirBnB.

[Priyanka44]

@Lorna170 Squirrel on the deck? Were the squirrels  trying to steal the nut renting your Airbnb? Jk. Sorry, that was hard to resist.

i definitely agree with you about some ridiculous non issue items being reported by folks.

[Teresa31]

1st:Totally relate to above comment.. how it was 20 yrs ago..,I’m sorry to say this is the new profile of guests, but not because of covid. I’ve seen this shift over the last 5/8 years, I’ve been renting my places out for over 15 years.

it’s a new generation of renters, unaccustomed to taking responsibility for anything, new to traveling and entitled beyond words & my imagination.

there is no cure for this. My retirement is the answer. In any case, I’ve seen nicer & more accepting  guests since covid. Go figure. 

[Huma0]

@Laura2592 

Sorry, but I'm going to be a bit ageist here. These tenants do sound demanding, but the dishwasher/keypad thing makes me think they are not so tech savvy. That's not to say younger people don't ever have these kinds of issues of course, but it's less common.

In my hosting experience, I have found most of my older guests to be lovely, but they are more demanding  in general. I think our expectations/standards get higher as we get older. They tend to be better behaved but are definitely pickier and more critical.

So, no I'm not sure if this situation has anything to do with the pandemic. I'm finding I am getting the usual ratio of easy going/self sufficient v picky/demanding as I did before!

[Sarah977]

@Huma0  I was going to say much the same- in this particular case, it could be due to the fact that they are retired seniors. While there are plenty of seniors who are young at heart, hip, open and eager to learn and experience new things, easygoing, adaptable and tech-savvy, there are also those who quite set in their ways, unadaptable, find anything they are not used to to be a frustrating challenge, and have little patience when faced with things that don't work the way they do at home.

There is nothing "ageist" about that observation. I'm a senior myself and know this firsthand about my age group.

[Huma0]

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@Sarah977 wrote:

@Huma0  there are plenty of seniors who are young at heart, hip, open and eager to learn and experience new things, easygoing, adaptable and tech-savvy

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Very true, but even those tend to have higher standards. That means they ask questions in advance and only book when they are happy with the responses, which is fine by me! Initially, I used to get nervous about these kinds of guests, but realised that they are actually great because they read everything and make sure they are satisfied with what you are offering BEFORE they turn up at your door.

[Branka-and-Silvia0]

@Huma0Exactly what I would say - the only guests who complain are seniors.

I even wrote in my listing description that it is more suitable for young guests.

[Kelly149]

@Laura2592 but why should the complaining only go one way? Sometimes you just have to channel Ute and tell people what's what. Neighbors can be on porches, keypads usually have an actual key, Amazon sells foam bed toppers, and even old people can learn how to use new dishwashers. First education & sympathy. If that doesn't work, then the old "I'm sorry this didn't work out, seems like you'd like to pick a new place.", with a hefty you-broke-the-lease fee. And a stern talking to about the realtor's vetting skills.

[Huma0]

@Kelly149 

I wouldn't rely on any realtor's (or estate agents, as we call them here) vetting skills.

I used to rent out a flat to tenants. I had one lot whom the estate agent told me were so clean that it didn't even look like anyone was living there. They were supposed to clean when they moved out, but when I went round, I was shocked. It was clear the whole place hadn't been cleaned in a long time. There were dust bunnies everywhere, the kitchen cabinets were splattered all over with dried pasta sauce and more and they hadn't even flushed the toilet, which had been, erm, let's say 'fully used' before their departure.

[Sarah977]

@Kelly149  @Laura2592 Re things only going one way- in these times, when language is in constant flux, old terms considered to be discriminatory or non-inclusive and replaced with new words, I almost wonder if we need to have a new word to replace "guests".

The word "guest" used to carry with it an understanding of a relationship that worked in two directions. A guest was someone you welcomed into your home, tried to make comfortable, and catered to in ways you might not with your own family. In exchange, being a guest meant showing appreciation, not being a "bother", understanding that this wasn't your home, but someone else's, where you expected and accepted that things might not be what you were used to, and being respectful of the space and those who had welcomed you. 

Somehow, being a "guest" has now taken on the connotation of one-way street- expecting to be catered to, expecting one's behavior to be unquestioned, expecting that other's expectations have no relevance, expecting that everything will conform to one's own needs and desires. That one paid money to stay somewhere seems to be the only exchange that is deemed necessary. 

So maybe we need a new word to convey and implant a new attitude.

[Kitty-and-Creek0]

@Kelly149 @Laura2592 

We have 2 whole house rentals. They are on a year lease, and unfurnished. Renting a furnished house long term is not always as wise as one might think - especially to older people. For a weekend a "foreign" bed is fine, for a long term, we will want our own comfort stuff. 

Between tenants we test all built-in appliances, clean roofs & gutters, replace light bulbs, furnace filters,  test irrigation, drains, etc. We clean to the highest standards. When the tenants move in, we go over operation of everything, and a checklist of any flaws. We leave user manuals and a list of local service & repair people, maps, menus, the same things we leave in our Airbnb space.  California has strict habitability standards and tenants rights, which translate to responsibilities for the owner. 

There are responsible methods to vet long term tenants, and it is important to find a good match, people who will love the amenities, and not be hung up about the limitations. When something needs attention we are there to take care of it. We consider it a joint project of providing a good home for the tenants and good tenants for the home. We are all human, of course, and life will often throw a curve at all of us. So far so good! 

[Huma0]

@Kitty-and-Creek0 

It probably depends on where you are though. Here in London, long term rentals are:

1. Unfurnished: extremely rare

2. Semi-furnished: most common. This means the basic furniture, at a minimum beds & mattresses, wardrobes, sofas, but most likely also a coffee table, bedside tables, curtains or blinds and a dining table/chairs if there is a dining area

3. Fully furnished: extremely rare. This means all of the above, plus crockery, glassware, cutlery, pots and pans, etc. etc.

@Laura2592 

Possibly the best investment I made in terms of hosting (and by investment, I don't mean I spent a lot) was buying the thickest mattress toppers I could find. Ever since, I've never had anyone complain about the beds. In fact, people absolutely rave about how comfortable they are. They assume that I have expensive mattresses, but even the most expensive mattress won't please everyone as people like different firmnesses. For some reason, everyone seems to enjoy the toppers regardless of whether they like a firm, medium or soft bed.

[Branka-and-Silvia0]

@Huma0  how thick are your toppers and are they made of memory foam?

I thought about buying them but they are not cheap and the seller told me the topper should be at least 5 cm thick to make an uncomfortable or uneven mattress comfortable. It will also make the bed even softer so it is not for guests who like firm mattresses.

[Huma0]

@Branka-and-Silvia0 

Mine are 10cm thick (I guess that's the measurement when they are fully fluffed up, rather than after someone sleeps on them). I haven't come across any that are thicker, but perhaps they exist. They are microfibre quilted ones and machine washable, but you do need a large machine (mine is 8kg and they barely fit) so that probably means a trip to a laundrette for most people.

Mine were from a company called Ground Level. I don't know if they exist outside of the UK. However, I bought them using voucher deals (on the Wowcher site) so I only paid around £29 + a few pounds postage for the king size and less for the doubles. It was definitely money well spent.

My mattresses are all reasonably firm (though not particularly expensive - the last one I bought was on sale for half price). The combination of the firm mattress and soft topper seems to please just about everyone. I've had so many guests tell me it was the most comfortable bed they slept in or that it was so comfortable, they struggled to get out of bed!