Check in issue

[Gaby173]

Hi everyone! So a lady came to my AIRBNB one hour prior to check in. At that moment I was not available -I was expecting her at check in time-.  She wrote me a few messages and when I noticed I let her in -aprox 20 minutes after her arrival-. Now she is not answering any of my messages through the app. I am worried that she will give me a poor review because she had to wait. How should I handle this? She was one hour early -.-

[Linda108]

Since many Air BNB listings are so unique I think the host needs to engage the guest in a partnership about what is needed.  I have a dog.  I could have self check in even though I am here, but I do not want my dog to allow strangers to come into the house without my introduction.  I share that with my guests.  100% of guests honor that requirement.  Perhaps if you work and share that as an aspect of your listing, you can engage the guest in helping you be successful for the check in.

[Helen427]

Open communication is the key @Gaby173 @Maria2704 @Ale113 @Linda108 @Helen3

As Hosts we have the option of ensuring guests arrive when it suits both parties at a mutually agreeable time, incorporate it in your listing profile as I have learnt to do to help circumnavigate such issues arising.

All the best

[Maria2704]

I have, and they still turn up early. Lots of guests don't read the listings fully, that's where a lot of the issues arise.

[Gaby173]

I sent her on the chat before her arrival the check in time, so I think there is no excuse on this case. Hopefully she will have a good stay

[Paul154]

@Gaby173 

With 6 reviews, you're just starting.  Don't let this guest rattle you or push you around.

Learn to become firm next time.

"Oh I'm sorry, It's not possible to let you in before formal checkin"

Make it convenient for you, not the guest.  

Guests will play you all the time, but  will respect you if you don't bend the rules for them.

As for the review, you can mention that they were difficult to host, because they demanded early checkin.  A good offense is the best defense.

[Chastity3]

Guests wanting to check-in early is common, but you should've been notified prior. I just had a guest book for next year and already asked to check-in early and wants to leave bags in the house on check-out so they can go to the parks. I am allowing them to check-in a half hour early but made it clear they need to bring their luggage with them at check-out as they will no longer have access to get into the neighborhood and house so I can prepare it for the next guests' arrival. Thankfully, they were understanding.

It's been a while since I've stayed in a hotel, but I can't requests what some of our guest requests, such as leave my bags in the room on check-out day while I finish out my vacation.

[Martin333]

I simply ask for an ETA. If it does not fit (early) I'll explain that the cleaner just needs his/her time. I also explain that we do greet guests personally and need about half-hour advanced warning as I don't live at the property.

[Sean433]

@Gaby1 

There are review hacks which a host can employ when pinned against the corner and they are totally ethical and something you may want to think about...

Firstly, I wouldn't worry too much. i don't think she will write a review about it but if she does, you can right in your house rules section.. "1 hour early check-in or a late check-out will be subject to a $50 fee". If the guest decides to leave you a bad review over check-in, hit her with a fee. It will make her think twice and perhaps encourage her to remove the review if you agree to remove the fee.

Second part of review hacks I have learned is that whenever I suspect someone may be fussy or judgemental in a review, I will write a review only after they left me one. In the review I will write something like "John Smith followed our house rules and we had no issues with him. I reply and respond to every review I receive, hosts may see my reply for further information".

What this does is directs future hosts to not only see what negative review the guest may have left for me, but also my reply which will make the guest look unreasonable. Surely, the guest will then be uncomfortable having their review stay up knowing it makes them look bad and it may incentivize them to remove the review on their own. Believe it or not, this has worked in SOME cases.

There are more tricks I have learned over the years, I may start a course about  it at some point when I have time.

[Linda108]

@Sean433   A host cannot add a fee that will have retro active application only go forward application so your idea might not help in this situation.  Just wanted @Gaby173  to understand.

[Sean433]

@Linda108 

True but in reality, hosts can hardly ever charge a fee after the fact. e.g, damage fee.

We all know it is very difficulty to get airbnb to enforce any of your stated house rules anyways. The goal of this strategy isn't to collect the $50, it is to alarm the guest that there is potential of them being fined (whether it is true or not) and hopefully that will make her ask airbnb to remove the review to avoid the fine or futher issues. 

[Kate867]

We have a strict check in after two and check out by ten policy, but we also state that guests can check in early and/or check out late providing it is possible and agreed mutually in advance via the Airbnb messages.  We find this solves any of these potential problems and is not often taken up.  Guests who want to leave a bit later or arrive early mostly due to flight or ferry times really appreciate this little bit of flexibility.