HELP! My guests are Chinese and didn't understand my listing.

[Hillary0]

I just had my guests from China check-in and they are very unhappy.  I have my place listed as a guest house with 2 beds, a king size bed and a sofa sleeper.  They thought that meant that I had two bedrooms.  Their English is very limited and I am not sure how to reconcile with them.  I have offered them a full refund and given them a list of hotels in the area, but they still seem very angry.  Any suggestions?

[Wendell2]

Personally I would find a chinese speaking translator to bridge the cultural gap..

[Hillary0]

Where would I find a Chinese translator?

[Leslie42]

Go thru Airbnb cause they automatically translate to them. You text them thru Airbnb and they get the text already translated 😉

[Clare0]

@Hillary0  I would contact Airbnb on twitter @Airbnbhelp for the fastest response.  If you don't use twitter,  call the toll free number listed in the link below.  Hopefully they will have a Chinese speaker available. 

[Deb29 · Accepted solution]

Hillary

Here's the customer support number (415) 800-5959

Deb

[David126]

I see nothing wrong with your listing, if it is not what they want they need to cancel and move on.

[Hillary0]

Thanks for all the help everyone.  I contacted Airbnb and they found a translator who spoke with my guests.  They were able to find them a 3 bedroom place for them to stay.  I really appreciate that everyone took the time and gave such great advice.  I have been doing Airbnb for a year now, and this was my first problem.  I am glad to know I have such a strong support system to help me if I ever have a problem again.

THANKS!!!!

[Gene8]

Might I suggest that in the future more vetting out take place prior to accepting reservation? I decline fully half of inquiries if the communication simply isn't there, especially for self service check-ins, etc.

[Babs0]

Wow, Airbnb automatically translate everything for Chinese users.... I guess a big market for them! It would make it easier to host for Chinese people, I don't speak any Chinese 😉

But I agree with @Gene8, when you engage in a conversation before you approve the booking it can prevent some awkward situations!

Happy hosting!

Babs