EDITED: to fix typos.
@Louise192
Actually ABB makes it extremely easy to contact them. They even have a new feature, the "CALL BACK" feature you can use via the mobile app. I've used it 3xs already. Works awesome. I got call back within 3 mins each time. I suggest you click on "CONTACT US" and play around with it to learn how it works. SInce July 2015, I have never had one problem reaching ABB. I am not sure why so many hosts say this. It just takes a host learning how to use the features, reading on how to contact ABB and educating themselves on how best to remedy a problem. I have had a few serious issues with guests damaging our home, breaking things, and all of my issues were resolved in 24-48 hours.
OK, now I want to address this thread about FIRST TIMERS to Airbnb as I just hosted a couple from USA, (new to ABB) coming to my family home staying in our Surfer Room (private room). Unfortunately, an awful experience for me and my family! And I do everything as a host to prevent problems being caused by first timers including taking ALL my guests on a 10-15 house tour explaining everything as I go. I even send reminders 48 hours before checkin asking for reasurrances that both of them have read my House Rules and House Manual.
Here's what I do that works for 95% of our first timers. (and all guests)
My House Rules are REQUIRED to be read. Airbnb requires it too. Feel free to read how its written all the way through and you will understand. I have written it to make sure they have read it, by giving them specific instructions to do at the time of booking, and if they don't, that's a red flag they will not be the right fit for us. IT WORKS 99% of the time.
I have plenty of communication with my guests prior to arrival. I ask a few questions, like "Do you like cats and dogs?" "Have you stayed in an ABB private room of a Family home before?" "Does your traveling companion have an ABB account, if yes, please add it to your booking." (That way my review goes on both of their accounts.) - I also let them know that I need 10-15 mins of their time for a house tour so there is no surprise of this if they are trying to check in and immediately leave.
At Check In, I provide fresh cold Hawaiian fruit and Hawaiian ice tea, (sometimes a beer), and have them sit down with me in the garden area to welcome them, talk a bit, introduce them to our friendly dogs, see if they have any questions, go over my expectations, find out more of how I can help them, etc all while showing them the things they can use that are left outside for their enjoyment like the beach basket, the beach drying line, how things work outside, etc. This has been such a great way for me to find out if they have actually READ my house manual too. I also remind that both separate sets of tables and chairs outside are there for them to use anytime. And how to use the solar light umbrella which is always a big hit with our guests at night with wine.
Then I take them inside our home and guide them to their PRIVATE ROOM. The door even has a BIG wooden sign on it that says "SURFER ROOM". In there, they find a Hawaiian welcoming sign with their names and few other wonderful welcoming surprises
to use on their trip, and saving them $$) that always puts a smile on my guests face and comments are made that tell me how they are going to be as a guests. Most of my guests comment on how beautiful it is, and clean. The MOST RECENT particular USA couple asked me for a room key as their FIRST COMMENT! smh!!!!! (that told me alot about them right off the bat). 😞
Then I show our guests to their PRIVATE BATHROOM just 5 steps from their bedroom. In there, I explain everything from how to use the switch vent, point out all the free amentities in there they can use, and remind them about safety in the shower where a mat is required to be used. (this is the ONLY time the most recent OCTOBER "first timers" couple (wife) said something encouraging. "its SO CLEAN in here Momi!" That made me smile. (same guest who complained at check in about my dog needing love pats).
After I tour the bathroom with them, I show them around the house, (living room, dining room) explaining they are welcome to use these spaces but our kitchen is off limits as written in my listing, as well as my office, my daughters and our Master bedroom. And everything they can use is found in their bathroom and their bedroom and garden area. I casually remind every guest that its important to me that they are happy and comfortable and to send me a message (even from their bedroom) to let me know if they need anything or tell me at breakfast time. Since I work alot, I convey to them they can lightly knock on my office door as well even at night. Taking care of my guests is a top priority but I also remind them that I am a mother, wife, homeschool teacher, business owner and that its important to respect my time as well. So I let them know that I am available to them from 7:30am to 9:00am to talk and ask me questions during breakfast time, but after that, to please only use the ABB message to text me. (I had to create boundaries because too many people were interrupting me as I homeschooled my child while they remained in my home well past 10am way too much!) One guests actually said my name Momi 30xs before 11am....I kid you not. I even made a joke that she loved my name too much....did she get the hint? NO!!! So, I had to have a talk with this young lady about her constant need for me to hold her hand.
ITS VERY IMPORTANT TO COMMUNICATE, EDUCATE THEM, CREATE BOUNDARIES, SPEAK UP, LET THE GUESTS KNOW THAT YOUR HOUSE RULES ARE VERY IMPORTANT.....I do this via the ABB message thread BEFORE they even check in. During my house tour, I briefly mention it again as a friendly reminder, and how important it is to me that they have a fantastic ABB experience.
That being said.....as I finish up my house tour, I ask my guests if they have any questions for me, and that the most important thing to me is communication. Its at this time that I let my guests know that I would love the opportunity to make things better if need be for them, help them be more comfortable if something is not right, but I can't do that, if they dont' talk to me first.
After a few months of hosting, and getting 2-3 private feedbacks on how I can improve, I have never gotten any other private feedback since then on how I can make things better except for this one guests who suggested I change my bulbs to LED bulbs. Funny thing is, we talked about my bulbs over a glass of wine during their stay. LOL!!! (we didnt' want to change them until we had used our inventory up)
I share this because MOST guests do come to me to let me know when they need something, or want something different, or want an extra fan, or when they have damaged our sheets, or can't eat yoghurt, etc. Communication is key. Especially since we host in our home. (this is House Rule #12 on my listing)
BUT THIS WILL HAPPEN TOO -
Even though a recent September guest gave me 5 Stars in EVERY category, she chose to give me my FIRST (3 Star Overall review) in 2 years!!! ---- (I have only gotten 4 - (4 Star) Overall Ratings in 2 years so this Ovderall 3 Star was very hurtful and non deserving)
This particular guests who has NEVER written about any of her other 17 hosts she has stayed with, (yes I verified this), chose to mislead the public with her review. During their 3 night stay, she told me everything was fine when I asked her if their room temp was good for sleeping (3xs I asked), I offered A/C, extra fans, as it was unusually warm days that week in Sept, and she replied in person both during at night and morning breakfast time saying ceiling fan was working good enough for them, and then later wrote in her public review that it was humid in her room and complained they had no privacy. Privacy in a family home???? Should I have moved out and gotten a hotel room for me and my family!?! I wrote her privately and said next time, "Try and communicate with your host, be honest and book an entire apartment."
They had the ENTIRE west side of our 1758 sq feet home to themselves every morning and every night for 3 nights as our family never went there while they were in their room. (I didnt' use my office at all during the times they were home, and my daughter slept with us in our room) .....we have thick curtains on the ABB bedroom window, and they EVEN had a door with a lock....was I suppose to give them my whole house for $100 a night??!? WTH!?!? (by the way, my listing is very clear that I do not provide gluten free breakfast menu, yet I did FOR her, because she insisted and she never wrote about that --- she wanted a different menu made for her husband bc he eats everything and she wanted him to enjoy my photographed menu). Speaks volumes of her ungrateful character, IMO. She received a 4 Stars review from me.
At Check out, I thank each guests for staying with us, (giving 5 Star guests an Aloha Gift), while also letting them know I will be writing their review within a few days. This is my chance to thank them as well if they choose to write me a review in return. Some say they will, and some tell me they chose to write a note in my guests journal book instead as that was their preference and loved that option.
Hope my post helped someone. Thank for reading :))
p.s. I had one guests tell me I should put my printed House Rules in the bedroom for them to reference while they are staying with us. I thanked her but also reminded her that the House Rules are in the email that ABB sent her if she wanted to use her SMARTPHONE to reference it there. :)) - yeah I am always educating my guests on one level or another. haha
If you feel that me or another host have helped you, feel free to click on the "thumbs up" button at the end of any post. Thank you so much.
Aloha, Momi
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