Have you ever had a guest mark you down for check-in, because they got lost or didn't read guide?

[Natalie725]

Has any host been marked down for check-in because the guest didn't read the check-in guide or had some language barriers? 

I have a step by step check-in guide, with photos and directions. I send this to guests two days before arrival and urge them to look over it, so they know what to expect. I direct them from our local pub across the road instead of our apartment complex (because there's another apartment complex nearby with the same name... Stupidly). I include directional arrows in the step by step photos. The gate codes are in this check-in guide also.

Out of approx 120 who have stayed, there's been 3 people who had issues. One were a young Spanish couple who went to the wrong apartment complex (because they followed the Airbnb address instead of reading my guide, stating to do otherwise) So, I was marked down for that... Another couple asked for driving directions at the last minute, and I had to give different directions after already giving the standard check-in guide directions. I guess information overload, but I was marked down for that again. 

The current guest has just had some language barriers and got totally lost. She had no internet connection to use the guide. But it seems she has never bothered to click on the guide within the two days prior to arrival. She somehow thought I had left the keys in the local pub? She couldn't understand why I mentioned the pub instead of the apartment complex. I had to explain but I still don't think she understands... I presume she'll also mark me down for this.

I have a 5.0 check-in average... So am I doing something wrong/ over complicating the check-in? Or are these just the few people who struggle to live independently? 

[Yulianna0]

@Natalie725, it happens:( The most surprising thing is that people from really far away do not have problems. The ones who were lost (in my case) were French, Argentinian and Spanish. For two of them language is not an issue at all. And French were traveling without map and data. So: I got “difficult to find”. I add in my mind: difficult to find without head. 

[Natalie725]

"Difficult to find...without head" - that's hilarious. I couldn't agree more! I also got this "difficult to find" feedback and it's laughably frustrating, when you take extra steps to make sure they can find your place. 

[Sarah977]

@Natalie725  I tell my guests that my place is impossible to find simply by using the address- that they must  make sure to have the map with them as well as the instructions, unless they want to find themselves wandering around lost schlepping their luggage. (It's actually totally true that they wouldn't be able to find it) 

[Natalie725]

this is good advice, I'm going to put this into my pre-arrival airbnb message now. I didn't think of saying it, but it must need to be spelled out I sometimes, I think 

[Yadira22]

@Natalie725 Honestly it’s annoyingly but don’t worry about it. 

We do self check in but you need to collect the keys from a local business literally across the road from our place (open 7am-11pm). I provide very clear instructions- map links, full address, 30!m second  route from business to flat and photos... people still get lost. 

I have had feedback like “wrong address”’despite it being the same as all paperwork and having a large sign “xxxx xxx road”. Just grin and bare it... 3/120 is not a huge portion. 

When sending the email I literally say “MUST READ- IMPORTANT CHECK IN INFORMATION”... some people don’t read but overall this has helped a lot! Good luck to you 🙂

[Emilia42]

Yep!