Guests left poor review for their early check in / late check in

Adaugo0
Level 1
Santa Clara, CA

Guests left poor review for their early check in / late check in

I had a guest check book a room at 5am. At 9am I communicated with them that I will be checking them in at 4pm while the checkin window was 3pm-5pm. Unfortunately, the guest came to the house at 12pm and as I had another guest checking out and not around I was not able to check in the guest. I ended up showing up at 4pm to check the guest in as informed. The guest ended up writing a bad two star review about waiting 4 hours for checkin but I did not approve early checkin neither was it communicated to me ahead of time that he will like to check in early he just showed up. 

 

Second unrelated guest had book a stay and asked me on the first day, if they could extended. I informed the guest that I could not extend as some else had booked for their desired day. On their day of check out at 10:30am,  the same guest reached out the the cleaner and asked if they could extend their stay mind you check in was 10am. I told the cleaner to let him know that I could not extend. By 2pm , the cleaner told me the guest was still in the house and I had another guest checking in at 3pm. I politely asked the guest if he could check out saying please twice. The guest responded that I said no twice “as usual” and that I should keep my attitude to myself. He left a one star review.

 

What is AirBnB policy against situation like this ?

 

2 Replies 2

@Adaugo0  Policy on what, reviews? See here: https://www.airbnb.com/help/article/2673/airbnbs-review-policy

 

But I don't think you'll find a solution to these particular issues in Airbnb policy. It really comes down to how you set your calendar (e.g. using "preparation time" to block last-minute bookings) and how you vet your guests. If you care about getting high-quality reviews, you can turn off Instant Book and be more selective about who you let into your house.

Branka-and-Silvia0
Level 10
Zagreb, Croatia

@Adaugo0 Abb doesnt have policy against entitled guests, incontrary, they invented them. 😂

My last guest criticized me bc I didn't allow them to leave a luggage a after checkout and explained 6 suitcases would be on our way while cleaning, then another left 2* rating bc he expected more towels and tp (they didnt even used all provided) , then the third one said i was rude bc he was 1 hour late on checkout and i told him he has 10 min to leave bc i am in hurry and new guests are on the way, forth one was unhappy bc he needs total darkness and silence to sleep (the whole city center is 120 year old and all buildings have wooden window frames and fabric blinds and ofc some passengers and cars during weekend nights) and he wrote our bath tub is leaking (he didn't put the shower curtain inside the tub probably)....and this was all last month 😅 👍😅 if guests continue this way there will be no more super-hosts at all


post covid guests are so critical that our rating dropped and is lower then ever before despite offering the same quality for 6 years. But we all know - happy people leave higher rating and unhappy ones is impossible to please and they hate everything,