Didn't manage to exchange keys

[Vesna65]

Hello community.

I had strange situation last night, and I really need your thoughts on this. I will try not to subjective and explain the details. So, some time ago I booked a property for 2 night stay. Host immediately sent a message, apologizing that he won't be there and that another person will meet us to give us keys, and gave contact details. Also, in that intro message, he reffered to the person as "him". I asked about parking in my initial message, but he didn't give that information. Later on, he asked if we need one or two beds, I said two (that was 2 weeks before our arrival). One day before the arrival host contacted me and asked if I arranged everything with the contact person (reffered as she now, the name is the same) and asked what is our expected time of arrival. I said 6-7 pm and sent message to contact person with the same info. No response from contact person. I sent message to the host telling that I have no respose and the day after (he was travelling) host said that contact person (she) cannot reach me and asked again for check in time. We changed our plans in the meantime and said that we were comming around 9 pm. In the meantime I send a message to the contact person telling that we are comming aroung 9pm. She finally answered to this sms and we confirmed. At 9.15 she (he) asked if we were near. We were at the town at that time but had some problem with navigation so I was trying to figure out where we have to go and I responded to the message at 21.36 that we are close (we basically arrived). Than the contact person answered that she (he) coundn't wait for us and left the address where she left the keys. We went to that address, but it was buliding with many aparments, so I messaged to ask how do we enter. No response. I called, phone switched off. In about an hour host sends me a sms (i don't have wifi) that contact person cannot wait for me all night etc... I explained that we arrived at the given address and found no keys nor anyone. He said that he just contacted the contact person and that she waits outside. I came there again, but no one was waiting. Again, I tried to call both phones, one was off and the other - no answer. Host told me that he can't text me anymore as he had to go back to work (it was 11pm). Both phones are connected to whatsapp with sam cartoonish pictures.

We then booked a hotel. 

I asked for the refund and he refunded in the morning. No furher discussion.

This was superhost and 5 star rated listing.

I understand that this is not a full time job for hosts, but it wasn't stated anywhere that check in after certain time is not possible. Yes, we were late, and I regret that, but there are things you can't control in this situations, especially in big cities.

Thoughts?

[Gordon0]

I'm afraid too many guests treat Airbnb hosts as would-be hotel receptionists. It seems your communications (both sides) were a little protracted and - if I were the host - I'd expect you to turn up at the time you said you would. Personally, I have a life, and it doesn't revolve around guests changing their plans to suit themselves and putting me out.

I'll be flexible, of course, but it's a two-way street.

Sorry if this isn't the 'throw the host under the bus' response you were looking for (if you were).

You got your refund, move on.   

[Vesna65]

Thanks for your reply.
No, I just wanted to hear opinion of someone neutral.
I also hate to be late.
I just think that it was fair to say that we should look for another place to stay, rather than saying that they were waiting on some location which was some random residential buliding apparently.
Anyhow, thanks for reply again.

[Sarah977]

@Vesna65   One day before arrival the co-host messaged you asking for arrival time and you said 6-7 PM. Then, between that communication and sometime after, your plans changed to 9 PM arrival, which you told  the host. Instead of simply telling the host that you are going to be arriving 2-3 hours past your original check-in time, the polite thing to do is to ask if the host can accomodate that change. And what was the check-in window stated on the listing? Was 9 PM past that window? As @Gordon0  said, Airbnbs are not hotels with 24 hour reception.

Then you were having some navigation problems, and when you didn't arrrive by 9, the co-host had to text you asking if you were close to arriving. At this point it was already 9:15.

When you could see that you were not going to get there by 9, why didn't you text the co-host at say, 8:45, to say you were a bit lost but on the way? It was then 9:36 by the time you answered that text sent 15 minutes earlier.

So someone waited for you for at least half an hour, probably longer (I imagine they would have made sure they were there waiting for you by 8:45 for a 9 PM arrival), plus you are communicating with both the host and the co-host, who are having to then contact each other to co-ordinate what is happening.

You inconvenienced both the host and co-host, who were trying to accomodate you and finally gave up in frustration, and expected whatever arrival time you wanted to be accomodated.

Hopefully the next time you book an Airbnb, you will be more considerate. That will work out better for you.

[Vesna65]

Thanks for the reply!

"One day before arrival the co-host messaged you asking for arrival time and you said 6-7 PM."

You didn't get this part quite correctly.

It wasn't actually co-host (co-host was someone else, but that person wasn't part of the communication). This was external person. So, I messaged this person (she didn't contact me) one day prior our arrival to tell that we were comming around 6-7, but I had no response. Any response. Later, I contacted the host telling that I can't reach this person. I thought that I didn't type the number correctly.

The day after host responds, giving number again and that is the first time I managed to contact that other person (via whatsapp this time). This time, I told we are ariving around 9pm (not exactly at 9), assumnig that this person never got my previous messages, as she didn't respond to them. She said that it was ok with her.

There wasn't any window. After co-host waited for me 15 minutes (and left), I waited for the host for an hour, with phone swithed off  by co-host (or whoever that was) and wrong address for keys (came there twice).

[Sarah977]

@Vesna65  To quote: "One day before the arrival host contacted me and asked if I arranged everything with the contact person (reffered as she now, the name is the same) and asked what is our expected time of arrival. I said 6-7 pm and sent message to contact person with the same info."

My response was based on exactly what you wrote. I called it a co-host. You say it was a contact person. The terminology is irrelevant. The person was left waiting for you for at least half an hour, probably closer to 45 min/hour.

"This time, I told we are ariving around 9pm (not exactly at 9)". So again, you "told" what time you were planning to arrive, which was 2-3 hours past the original time you said you would arrive. Instead of asking if that change could be accomodated, you assumed you could arrive whenever it worked for you.

And are you saying there were no stated check-in times in the listing information? That would be unusual.

[Vesna65]

I'm not getting into quarrel 🙂

It may be just terminology, but on the listing were two names (host and co-host) and person that should've give me the keys was third person. But that's not important.

Yes, that person was waiting for me for half an hour, that is absolutely true.

If she couldn't give me the keys at that time, it was fair to say that I should search for another place to stay.

I waited more than she did, and ringing bells disturbing people at the wrong address.

Check-in time: after 2pm. That's written.

[Kenneth12]

I get the sense that most hosts replying here are thinking of their needs,   not the guests' needs and that this is a help forum.   No one comes here to get into a quarrel,  indeed,  and IMO the argumentativeness is not useful.

As a frequent traveller,   I frequently encounter ABB operations which are run somewhat squirrely, with a nice face (fake profile) listed but turn out to be some odd check-in arrangements with a contact who is truly not a co-host,  but a friend or employee who is not reliable,  may not really want to have to deal with you,  and is often non-responsive.   Perhaps that happened here,   but perhaps it was just a one-off for the host.

Hosts must deal with the check-in problem and the fact that plans change.   It's always great to have an exact time and clear info,   but plans change and guests who are travelling naturally expect some flexibility.  To be a good host,   you have to deal with this,  and if you don't,  you're sure to have problems and conflicts.

In my case,   I use an electronic lock with sufficient video monitoring.

Please,   be nice,   respectful and helpful to guests who come here for help.    In this case,  guest has gotten a refund,  but the situation seems odd on its face.

[Vesna65]

Thank you very much for the reply!

Yes, that was exactly my thought (well, one of them, million thoughts came to my mind) - that host doesn't know contact person.

Everything was so odd. 

I'm so happy that we got refund.

Thanks again.

Safe travels 🙂

[Sarah977]

@Kenneth12  I am always flexible and accomodating with guests on arrival times. Flights get delayed or overbooked, guests have difficulty navigating in an unfamiliar place, there can be traffic congestion, all manner of things out of the guest's control.

What is crucial in smooth guest/host check-in, if the place doesn't have self-check-in, is that the guest be pro-active in relaying info re delays, rather than leaving a host or check-in person waiting beyond the stated arrival time. All my guests have been very responsible about this.

"Well, flight turned around due to mechanical issues. Will keep you updated." "Now waiting to be rebooked on another flight." "No flights until tomorrow, arriving at 9AM, so sorry, okay on your end? What a debacle." 

I know hosts who have been left waiting for hours, simply because the guests decided to go out for dinner and do some shopping, without the consideration to notify the host. 

I think most hosts try their best to be accomodating, although I've no doubt there are some hard-line, easily-irritated and unaccomodating ones. And there are situations where guests couldn't call or text because their phone was dead, or they were out-of-range. It's about good intentions, respect and timely communication.

[David6]

I’ve waited 6 hours for a guest. Many times 4 hr delays are not uncommon in london. Flights get delayed and then passport control can take hours. 4 years ago I installed lock box and our reviews stayed the same, no impact in ratings at all. Still superhost (whatever that means, had it, not had it, still give exactly same ‘service’ to each guest) .

When travelling & a guest, I actually prefer remote check in. No stress that you are keeping a host waiting.