Guest thought they were renting a whole apartment to themselves, but I live here too

[Jack67]

Strange one.  Have been hosting for just over a year, and so far very pleasant experiences; this one probably 1 out of 100..

However, have some guests here now who, from the get-go, seemed presumptious.  3 days into a 9 day stay.  Agreed an arrival time: arrived early.  Noisy in the mornings - appearing to have no concern that there is anyone else here.  Have a document which I give to all new guests re-iterating that they are renting a room in my apartent; that they can use the kitchen within reason, but tha the living room isn't part of the deal, but on asking is available - translates as, if I like you, you can use the space.

Now: my Airbnb description is firmly in the category of a room in a shared apartment - ie, my apartment where I live, but I have a really nice room with ensuite that I rent out.

This guest is under the impression that they were renting a whole apt, and (unbelievably - 1 out of 100 guests - behaving like that.  We have argued - the guy is reasonable and up for negotiation; the partner isn't.

So, how - firstly - is it that they were under that impression? I seem to remember, when listing the space, the forst question is about whether it is a whole apartment or a room in an apartemnt. Secondly, that I really don't want to be the negative party here, and ruin their holiday.  So, in essence, in my own house, I feel quite uncomfortable, and wondering what they way forward is.

This is nothing to do with the prospect of a negative review.  I have had about 100 guests, and received five-star reviews consistently, super-host staus maintained as far as it can be.  These people are first-timers and I don't wish to ruin their future Airbnb prospects with a bad review, though right now I feel they deserve it.  Any advice greatfully received.

[Robert78 · Accepted solution]

Tough one, @Jack67! Having looked at your listing, and reviews, there's absolutely nothing misleading about it - you make it abundantly clear what's on offer.

What kind of remedial action do the guests expect from you? I assume you've sat them down with a cuppa and gone over your listing in detail, referring back to your Airbnb profile. Are they intransigent? Looking for a refund or relocation at your expense?

I'd handle these people with kid gloves and get on the blower with Airbnb Customer Service pronto...

By the way, is English their native language?

[Jack67]

Thanks for the support, Rob.

I have had a resonable conversation - at least with one half of the couple!

I guess my unsettled feeling is that I'm not sure how they thought they were getting an entire apartment.  As I said, this is the first time, so I am comforted tnhat you have lloked and see that I haven't mislead.

I guess I just see what happens.  One of the two is amenable, so hopefully that will be enough.

J

[Robert78]

Fair enough, mate, although you may be in for a dire 6 more days. 

Best of luck, though! Hope you have a buddy you can shack up with, elsewhere, if they become intolerable... 😉

[Helen508]

We also have the same problem. We advertise a room or two rooms in our apartment had a few people thinking they were getting the whole apartment. some don't tell us but write a review that says its not clear. one came and told us we gave him a refund as we didn't like the look of him. we now have (shared with host) in the heading. It also says my husband and I share our apartment. Some people just dont read.

[Jack67]

Thanks for all the advice.  Very useful, and I have modified the listing to emphasise that the living room and kitchen are avaiable on an occasional basis by request; which I will also reiterate in person with guests upon their arrival.

I had decided that I would simply not review these two, and let it pass as a rookie error, but upon them leaving I discovered that they had had a red wine fight and written of a set of bedclothes and rendered a wall in need of a coat of paint.  So, for the first time, I have had to leave a negative review.

The experience has kind of taken the shine off, I must confess.  But then again, one in a hundred is pretty good odds.

[Linda108]

What the h---- @Jack67!  Who knows what would have happened to your space if you hadn't been there.  I hope you also reported these guests as they could be very damaging to an entire apartment with a remote host.  You know, there are many many posts of hosts who have a bad feeling about a guest and it turns out they were right.

[Linda108]

@Jack67  Lovely home!!  I think you are pretty clear, but since this has come up (after 100 guests...) there may  be a tweak you could do.  I see that you have many great photos of you listing but all the photos have the same description.  My understanding is that travelers look at location, price and pictures when making a decision.  I would suggest you add description for your pictures that state what is private and what is shared.  It might help with that 1 in a 100 traveler.  I can tell you want to make sure your guests are happy.

[Deborah1]

I think my listing is also clear, but we also had a person who didn't think we lived here. They knew that the cat did but not us! I tried to make it even more clear, and added a photo of us in the space. I like the previous idea of including in description, spaces that are shared.

[Maria-Lurdes0]

You are being very kind and considerate of your guests, but they are not reciprocating.   How could they think they were getting the whole apartment?   I'm guessing that 1) they paid absolutely no attention to the listing details 2) if they did, they figured they'd show up, complain a bit, and they'd get their way.   Sorry to be so negative and cynical, but it's not the fault of your listing, it's the fault of the guest for booking something without bothering to know what they were getting into.  

The guests are now attempting to push you out of your home by acting as if they DID rent the entire space, thereby making you uncomfortable.   The action that you can take is to try and get through the remainder of the days living your life as normal, reminding them of the house rules if they are attempting to break them, and just holding on until they go.   These guests are 1 out of 100 so hopefully the next 99 guests will be smooth sailing.  

Yes, tweaking the listing might help a bit, but honestly, your listing is clear.  It's the guests error, not yours.

Good luck to you.

[Lilian20]

Sorry to be cynical as well but i completely agree with @Maria-Lurdes0 :

1) they paid absolutely no attention to the listing details

2) if they did, they figured they'd show up, complain a bit, and they'd get their way.   

Be strong my friend and don't let anyone walk on your feet, even your guests

[Deborah1]

I  looked at your listing and it is crytal clear that you live there. Not sure how they could have missed it unless they just didn't read or got it confused with others they were considering. In any case, it is not your fault.

[Sita5]

Thank you Deborah!

[Sandra126]

As an aside, I had someone stay recently who was disappointed that I DIDN'T live there, they sort of assumed it... I waved bye-bye and went home, leaving them all alone. I did say they could call any time, but they were surprised.

[Lilian20]

@Sandra126 that happens to me all the time.

People are surprised that i don't stay in the same building or neighborhood..

Some seem to hope that i am like a receptionist always at hand at any time of the day or night