Bad feeling: guest immediately asked about lockbox

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Bad feeling: guest immediately asked about lockbox

Hi, I am brand new to renting on airbnb. We just put our listing up last night and had it set on instant booking. (I have since changed it to "ask to book") We got 10 bookings! I was not prepared for that and am feeling a bit overwhelmed. I do not want our house used as a party house. One of the guests gave me pause: he has no reviews, is brand new to airbnb (despite the fact that he states in his description that he loves renting cabins in the woods away from the grime of the city), listed that 9 adults will be coming (our house is well-suited for kids; it has two sets of bunk beds), and the first communication with me was whether or not we have a lockbox/smartbox to get in (which could imply that he doesn't want to meet anyone at check-in). Am I being too paranoid, or do you think he may use this as a party house and I should cancel his reservation? I can do so without penalties now but I'd have to state that I'm uncomformable with him. I'm leaning towards that (my gut tells me to), but he has my address since he booked it and I guess I am just worried about this conflict/his reaction/disappointment and possible retaliation? Plus I feel kinda bad canceling on him. (Although is reservation is  2 months from now). What do you guys advise?

Top Answer
Sarah977
Level 10
Sayulita, Mexico

@David-and-Annie0  Yes, the lock-box question is cause for suspicion. Perhaps dialogue further with this guest to get a better sense of his intentions, what kind of group this is (family, friends, work colleagues), whetever you can think of to ellicit some further information and get a sense of this person. Make it clear that no unregistered guests will be allowed on the property. Since it's two months in the future, you don't have the pressure to decide to cancel it under the "I'm uncomfortable" like you would if it was for a few days away, so you can give yourself a day or two to decide. 

I have a few comments on ways you might tweak your listing info- the place, by the way, is gorgeous. You make it clear that it's geared to families, with things provided for the kids to do. Yet many things in your photos are not that in line with having a bunch of kids running around- breakable little vase on the doorside table, wine bottle holder at kid-level, white carpeting throughout. You can ask guests to remove their shoes, but do you really think they all will? Maybe take some photos with kids' books and toys around, to convey the family nature of the place. Aside from the obviously kid-themed bedroom, and the little table with kids' dish setting, most of your photos send an "adults" message.

I don't think it's wise to reiterate under "Entire House" that they'll have the place to themselves. That's already what Entire House means, no need to reinforce that idea in guests' minds, as it's what the party crowd looks for.

Under "Interaction with hosts", your wording is unclear- you say you're there, but what does that mean? Do you live on the property in another dwelling? Close by? If you are close, make that clear- it can help ward off the party crowd. Also you haven't stated anywhere (unless I missed it) whether there is self-check-in or you will be there to meet and greet and give an orientation. So in a way, the guest's question was valid, as you don't state check-in procedure. If it's at all possible, I'd meet the guests on arrival, at least until you get more experienced, as your place definitely looks like the perfect party house.

Also, you mention a bunch of fines for not respecting various house rules. You can't charge fines for breaking house rules on Airbnb- all you can charge for are actual damages. It's up to hosts to enforce house rules and if a guest violates them, you can call Airbnb to explain the situation, and ask that the reservation be cancelled with no penalties to you, but it will actually be up to you to make sure the guests leave in that situation. And they'll be refunded any unused nights.

And I really hope you have private insurance that would cover you in case of damages- you can't rely on Airbnb in the least to do that.

 

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18 Replies 18
Emily487
Level 10
KCMO, MO

@David-and-Annie0 

9 adults are coming? Your listing has a maximum of 8. Did you change this after they booked?

Thanks for responding. I was able to work with airbnb to cancel his reservation w/o penalty and have since changed our listing to 8 people. Even though the city will allow us to have 9, we have bed-space for 8. There is a blow-up mattress that can be used, but another host-friend recommended we lower the amount in the listing. He said people will sometimes bring extra people w/o telling you.

As far as the smart pricing burn goes, I guess we will just have to look at it as a learning experience and hope that those guests will give us good reviews to build up our host status. I shouldve done more research and not been in such a hurry to get it listed.

Hi Annie! You have a beautiful house. We have a similar type of house that sleeps a lot of people, and here are my top tips to keep out house parties: 

 

(1) Make sure your House Rules include - no smoking, no crazy/wild/loud house parties, no underage groups, and that X number of people is the max.

(2) Don't use Instant Booking. Make guests request a reservation.

(3) Screen guests. Look at their reviews.

(4) When you respond to a reservation request, make sure they know about the House Rules. Many bookers do not even bother to read or just ignore those before inquiring - we've had many people request a reservation and then when I very nicely note (1) for them, they drop off like flies. 

 

After a while, you'll get a good sense of who is the kind of guest you want, and who is looking to throw a keg party. You can't always tell, of course, but good screening and House Rules go a long way towards your home being respected.

Thank you--that's very helpful!