Unscheduled works

[Dora486]

Our guest who is leaving today after 6 nights informed me last night that our local town hall have been cleaning the streets every morning since Monday using a jet washer and waking him up.  It’s obviously not too bad as he asked to extend check out this morning which we’ve allowed, he wanted to have breakfast on the terrace. He’s furious this morning as he was woken up again and told us we should have informed him of these works.  Well that was impossible as we were not told by the town hall and the guest only informed us last night so we were totally unaware.  We live in the further away part of the village and were  oblivious to the problem.  What if anything should I do?  Inform Airbnb of a potential refund request?    I will speak with the town hall as I have guests due in next week and if still going on, I will make them aware.  

[Helen744]

@Dora486 He could have bought earplugs or rung the twon hall himself . he is not a helpless baby . i once had a friend get a speeding fine within a mile of my house. He was so annoyed so he blamed me . He said 'they changed the speed sign since I was here last' you should have told me . Seriously ? It is not your fault and if someone plays the victim to take advantage then be aware . Say . Thank you for telling me , I had no idea, but you cant fight city hall ,especially since I am not  the mayor.but next year I will run on the 'no street cleaning platform . Please come back then.Ha ha . Just say I am sorry that happened to you  H

[Helen744]

Also Dora they would have spent max ten mins outside . They do not stop in one spot. Maybe he should complain that the sun came up and he wants a refund .H

[Dora486]

@Helen744 oh that did make me laugh!  Thank you, I needed that.  Poor baby says it has affected his health and well-being.   Basically called me a liar, saying that of course the town hall would have notified me….not in rural Spain they don’t!   I’ve let Airbnb support know.  He also says he is an international traveller and my check out time of 10 is unfair and should be 12….hmmmm!   Put him right on that one, it is as stated on my listing.   See Airbnb t&cs….He’s picked the wrong wee Scottish woman to mess with.  Ask for Extended check out today so he can enjoy one last breakfast on the terrace, hope cleaning is super loud this morning.  Couldn’t have an earlier breakfast, the nearest bakers open too late apparently…..boo hoo….excuse me whilst I rush over with a home baked pastry basket!

[Susan1188]

@Dora486  

I can vouch for you that ANYWHERE in Spain the township DOES NOT warn the residents and owners, not just for street cleaning but even if they come in to jackhammer and dig up the entire street!
Not even in Marbella!
Shop owners are not even warned of major renovations and shut down of the street.  They could come in any time and start jack-hammering up the sidewalk or shut off the water or electricity or internet.  That's just how it is!

In my own neighborhoeed today the electricity was out for 13 hours.  Too bad I didn't have an Airbnb host to blame all my troubles on!

[John2406]

@Dora486 So he stayed for 6nights without saying anything at all, and all of a sudden it's an issue?

Definitely sounds to me as though he's angling for something, so I think I would let Airbnb know what's happened/not happened to date, and if your Guest says anything to you about a refund or anything else involving money or a review, you would then be able to say that you had already let Airbnb know about the situation, including his only having let you know about the jet washing AFTER 6 NIGHTS, [so obviously it hadn't affected his stay that much].

Whilst I accept that being woken in the early hours of any morning - but more especially, every morning! - is more than a nuisance (bearing in mind that some of us get up early anyway, whilst other sleep like a log and don't hear any loud sounds! - I'm the latter, and nothing but nothing wakes me!) it's next to impossible to cater for everyone's sleeping patterns, sound thresholds, or that most likely the only time of day that the "jet" washing can take place to cause the least disturbance, is when they're actually doing it!

Maybe you asking neighbours of the property as to whether they've been detrimentally disturbed by the noise, and then checking with the Town Hall, as to what it is they're doing, why they're doing it, and for how long the work will be continuing, will not only help with the current situation, but would also help you with what information to mention to Guests yet to stay.

Whilst any of us can be - and should be - responsible for what occurs within the walls of our properties, no-one can  (or should) be held responsible for what happens outside of those walls, for if we were, we may as well shut up the shop, pull down the shutters, and cease renting out our places!

Hope that some of the above might be of help, and wishing you all the best with your Guest!

[Anonymous]

@Dora486  Don't let this jerk play you for any kind of refund. And absolutely don't complain to your town hall that they're waking up the grumpy tourists. 

Just laugh it off and tell the guest what a delightful privilege it is to wake up to clean streets in the morning, and leave him an honest review. If you want to update your listing a bit, the "other things to know" section of the listing editor has a "potential for noise" disclosure option. But if you're not marketing absolute silence as an amenity, this is not essential.

[Dora486]

@Anonymous @John2406  thanks both!  Great advice!  They’ve not left yet, sending cleaner in now!  They’re obviously loving it so much.  Sense they are definitely trying to play me.  I’ve notified Airbnb and also contacted town hall.  You’re right, it is a privilege to live in such a clean village.  It consistently wins awards for its beauty and cleanliness xx. Maybe they just need to live the Spanish way..up early, then siesta time!

[Dora486]

Update, they’ve gone.  Place much messier than normal but no damage found yet!   They’ve left some shoes, books etc…used COVID masks…food everywhere…packets of it tipped loose into bowls and left all over…we ask for food to be covered or refrigerated to stop ants coming in…guess payback for jet wash noise…hey ho…off to help with the cleanup x

[Amanda660]

@Dora486 having lived in very rural Spain the thought of the Town Hall communicating anything is completely hilarious.  What a whiner - good on you for standing your ground.  

[Huma0]

@Dora486 

The fact that the guest only told you about this (despite being furious about it and it affecting his health) at the end of his stay leads me to think he is/was either:

- Angling for some sort of refund.

- The type that just likes to complain, even if it's something out of your control. I've had guests who tell me everything is fine with their stay while they are here but then complain about stuff (usually things already mentioned on the listing) in the review. Or, I've had guests who start complaining endlessly as soon as they arrive, but then leave 5* in the review because actually they really enjoyed their stay. They like to find things to complain about because that's just their personality.

Going forward, if you know/can find out for how much longer the noise will be going on for, you should maybe contact upcoming guests to let them know, apologising but explaining that you were not informed that it was going to happen.

There has been some really noisy construction work going on near me (much louder than what you describe and it often goes on for hours at a time). I was not informed, so it caught me completely off guard. Luckily, the guests staying at the time were totally fine about it and believed that I didn't know.

There was a notice posted outside the site, saying it would be finished in October. I informed all upcoming guests that would be staying during that time. Since October, I have had to keep sending these messages because, even though the site looks closed to finished, the work seems to go on and on. The guests have been really appreciative of the heads up and when they arrive, tell me the noise doesn't bother them at all. If I hadn't mentioned it, I am not sure that would be the case!

[Dora486]

Update…place beyond dirty, sofa badly stained, not sure if I can get it clean.  Cushions turned over to hide stains.  2 grown men, ridiculous!

[Susan1188]

@Dora486

Usually if I get a complaint like this I do apologize to the guest and say i'll investigate - and then I do investigate as best I can .  Sometimes the guest just needs to be validated, or to reassure himself that you didn't know about it.  

Usually the disturbance is shortly over and not as bad as the guest is claiming, but you can never know unless you have some eyes and ears on the ground.

If it's any more than a one-off I'd put something in the house rules - which nobody ever reads - but which you can point to when they come complaining and asking for a refund.

[Dora486]

A mammoth day of cleaning, I’m so ready for a wine!  Thankfully no checkin till the weekend as it would have been a struggle to be ready on time. Dirty dishes put back in cupboards, shower blocked,  etc etc  Laundry being sorted, appears the bright lads used my lovely new bath towels at the beach.  Oh well, onwards and upwards.  Looks like any jet washing now a way away down the village, it’ll be gentle white noise.  Looks like they are getting rid of the very last of the Spring calima.  Our little street was done early April so not sure what he was complaining about.  Let’s see what transpires.  

[Stephanie365]

Do not grant any kind of refund.  This is completely beyond your control. And if he negatively reviews you based on the public works activities, you can have the review removed based on it being beyond your control.

Please do make a note in your review of him that he can be unpleasantly demanding at times.

I would also call city hall and ask why they are cleaning the same street over and over and over again...