Complaint I received

[Fred268]

I’m in need of your opinion on how to respond to this complaint. I’m new to this and want to do the right thing if I’m in the wrong.  This is the guests complaint. 

“The second we pulled up to this house, all the lights were on and there was a car in the drive way. We reserved the entire house so we were a little suprised and kind of spooked. We knocked on the door and went inside. We took our pet out for a walk and met the host, Fred. While Fred was extermely friendly and a great host. We found out you were actually staying in the house with us, just on the lower floor. This was NOT what we had booked, nor was it what the listing was. You had complete access to where we were staying and it made us extremely uncomfortable. We couldn't leave because had traveled so far and I didn't feel comfortable reporting this until we were safely away from the home. Please advise. We would like this resolved. It did not match the booking as the "whole house". At AirBbnb whole house means the ENTIRE home is vacant except the reservations. The "lower level" you were staying in had a door that directly connected to us. In fact, it was the first thing when you walked in. We were not comfortable with this at all considering you listed this as whole house.”

In the description, guests access, it says,

“ You’ll have access to the upper level of this split level home via a short series of steps. You’ll have access to the full balcony as well as the pier and dock.“ 

My question is, is the listing incorrect? There are only 3 options and the whole house was the best fit. No part of what they where staying in was shared with myself or others. Also do I them change it to private room even if it’s more than that? 

[Branka-and-Silvia0]

@Fred268 

They are right, you shouldn't list it as an entire house if you live there as well.

Look for other options, maybe the "entire apartment" if it has its own entrance or "shared house" or a " guest suite" or something, I am not sure what options are available.

 you should make it very clear that you live there in the basement and what parts of the house or garden they share with you.

They also commented that there was no wifi and you have it in your amenities so I wonder what happened with it? Was it temporarily or it is constantly unstable or weak? If so, you should write it in your description. People nowadays expect things like A/C, cell service and fast stable WIfI everywhere. It becomes like electricity and water.

[Sarah977]

@Fred268  I'm not sure, but I believe there is an option for "Entire Suite" which would fit what you offer. But if there is no lockable door between your space nd the guest', which is what they sem to indicate in their comments, that doesn't seem good, and I can see where that might make some guests uncomfortable. You should also make it clear in your listing description that you live in the lower level of the house. You can write this as a positive- "Host occupies the lower level of the house, so I will always be available to answer any questions and assist with anything you may need."

So yes, your description is misleading, but I also think the guests overreacted, as they obviously had a private unit to themselves. Makes you wonder what they were planning- a big party, sneaking in more people, etc.

[Kaylee18]

@Fred268      I live in a duplex with a basement apartment (it has a separate entrance). I list it as an entire apartment but I make it very clear in my listing that I live in the upstairs unit. 

If your listing has a separate entrance for your guests then I would list it as an "Entire Apartment" but be clear that you live in the upstairs unit. 

If you share that entrance with the guest, then I would list it as an "EntireSuite." 

If people see "Entire House" I can see why they were very surprised to see you live on the property. They probably did not read or understand where you explained about it being a split level home.

[Kelly149]

@Fred268   Is there anywhere indoors that you cross paths with guests??

yes: not entire place

no: entire place

many many many listings have an owner on-site, mine for example, look at how other hosts mention it. It can be a plus and if a guest doesn’t like it you want them to know this before they book. 

[Mark116]

@Fred268   I would list it as 'entire apartment' since what you have created seems to be a two family house...there are two apartments within the same house.  This is what we have and we call it 'entire apartment'...the guests have their own interior entrance and the door to the rest of the house is locked.

You should also write it in the listing text that you are on site, as someone else said, make it a positive, you are there to meet/greet/offer assistance to your guests.

If wifi is weak/non existent, make sure it isn't checked in the amenities and mention it in the listing text as well...rustic getaway, communing with nature, a remote location so wifi is ...whatever it is.

Hope this helps, it's too bad your guest was so unforgiving.