Hosting dilemma

[Carolyn782]

Morning,

looking for advice if possible.

I have two young girls staying in my apartment for 7weeks. They have been there for 2 weeks so far. They have reported a fault with a “bathroom switch”. I have asked for further details, photos or to enter the property so that I have a better understanding of the problem but they have not responded. Given the issue is in the bathroom I don’t know if I need a plumber or an electrician  or perhaps a new shower unit as they have not specified where the issue is.

They have not responded to my request for further information/photos/entry to the property. I am really concerned that if this “switch” is part of the main electrics this could potentially be a fire hazard. I fully checked (and took photos) of the entire apartment before they entered to make sure there weren’t any issues. I also, for my own piece of mind, had safety checks/certificates done for the gas and electric at the end of last year so have no idea what the problem could be.

Thanks in advance for any advice.

[Kate867]

@Carolyn782   Have you also tried calling the guests?  I would also be concerned given the location.  If they continue to ignore your calls and messages then you should contact Airbnb Customer Support and ask them if you are able to enter the property to assess the situation.  Also get them to message the guests to inform them that this is necessary 

[Carolyn782]

@Kate867  Yea, it’s making more and more nervous as time goes on. I’ve tried calling them but it’s an international number as they traveled from abroad and it’s not connecting.

Since I replied to their message they have contacted Air BnB customer support to ask for more toilet roll and washing up liquid so I find it hard to believe they haven’t seen my messages. This makes me think that (hopefully) it’s not an urgent problem or maybe there has been a mis communication due to language barrier but I can’t help but worry that any electrical fault needs dealt with sooner rather than later.

I’ve messaged Air BnB customer support and just waiting for a reply.

[Helen3]

Personally in your situation I would go to the apartment if you have tried calling them and messaging and they don't reply

I presume as part of your guest book you told guests you only provide a starter pack of toilet rolls and washing up liquid etc so I wonder why they asked Airbnb;.

Either they are naive or they are setting you up with Airbnb to claim a refund. @Carolyn782 

Surely you don't have any switches in your bathroom anyway?

[Carolyn782]

@Helen3  I am concerned they then complain that I’ve just turned up. No guarantee they will be there or answer either. I’ve asked Air BnB to try and contact them.

yes, it’s on my listing too. They sent a message and asked me to top it up (that’s when they mentioned the issue with a bathroom switch. Since I said we only supply enough to get them settled in they haven’t replied.

the only things I can think of is the shaver socket or the switch for the bathroom just outside the doorway. Again, I worry their is a bit of a language barrier and that’s why I’m keen to go in ASAP to establish what the problem is or at least be sent some photos.

No response from Air BnB so I can only assume they aren’t available on a Sunday because I stated it was urgent.

[Mark116]

@Carolyn782  I'd try to get their reservation cancelled.  People who are so clueless that they contact Airbnb because they want more toilet paper are not anyone I would want in my house.  They are probably setting you up for a refund.

I'd contact Airbnb.  Explain the situtation.  

-Gas and electric were certified X months ago.

-electric was checked prior to their check in, everything working

-It notes on the listing about long term stays and a 'starter pack' [If I understood you correctly]

-Then onto your confusion and concern that they failed to respond to your messages about an electrical issue and instead contacted Airbnb directly about getting more TP.

-Tell Airbnb you feel it is important to get into the unit and find out what is the issue [my money is on that they broke something], and ask them what procedure they want you to follow in notifying the guest, how long to wait before entering, etc. etc.

But, if it was me, I'd request their stay be cancelled due to feeling uncomfortable with their actions to date.

[Carolyn782]

@Mark116  I must admit my partner and I have very similar views to you. We will be devastated if we lose out on 7 weeks of bookings and they are awarded a refund. Everything you said was correct regards TP, welcome pack etc.

My other half wants to terminate their stay so we can get in there and resolve what ever the problem is. Playing devils advocate I think what if it is something tiny and then we terminate the stay of 2 young women staying in a different country.

honestly at a loss as what to do and have had zero response from Air BnB other than the message last night from the French end asking for more TP 🤦🏽‍♀️

[Mark116]

@Carolyn782  If it is something tiny then the guests should have responded, given more detail and worked out a time for you to come in/send an electrician or whatever.

If their failure to act as responsible guests ends up with them losing this reservation, that is on them.  Of course they can still leave you a terrible review, so that is also a consideration.

At the least, you need to have a longer discussion with these two about their expectations, house rules, expected behaviors, communications with the host, and so on.  Look at how much chaos they've already created and still 2/3 of their stay left to go.

[Carolyn782]

@Mark116  Totally agree with you but if it was something they were trying to hide why mention it in the first place. They didn’t mention it to the Air BnB support when they contacted them at their end - only that they needed more TP and washing up liquid. Their reasoning for it was if they bought it they can’t take what’s left with them when they leave.

i was nervous regarding the bad review as we are still new to hosting and obviously getting good reviews is a priority but if comes down to a terrible review Vs the chance of a fire etc in our apartment I’m taking the review all day long.

If nothing else I’m concerned for their safety and that of others living in the building. wish Air BnB would get back to me as I’m beyond stressed now. I want to just go to the apartment now but if it is something really little and silly that then gives them more ammo for a refund if I go storming in 

[Gordon0]

The one bit of advice I'd give you is to her very careful when mentioning 'language' barriers/issues, and I speak from experience. I once had a guest who couldn't get in, then when they did messed the locks up. I mentioned this to an Airbnb rep who hauled me over the coals and then some. The insinuation was I was using inappropriate language and it all got very messy/scary. Good luck getting to the bottom of this, @Carolyn782.

[Carolyn782]

@Gordon0  Thanks for this. I wasn’t in any way being derogatory they speak a lot more English than I do French. I just worry that it has created a mis communication. I could be completely over reacting to something as I don’t know exactly what the problem is - or at least I genuinely hope that is the case

[Gordon0]

No, @Carolyn782, I absolutely understand and wasn't insinuating you were being derogatory (as I wasn't when the Eyes came for me). 

[Helen3]

No they operate 24/7. When you say no response. Are you saying you called and didn't get an answer @Carolyn782 

Have you tried the guest on What's App if they have it? Does their international number not answer?

Best Helen 

[Carolyn782]

@Helen3  I have sent 2 messages on Air BnB and no response (but they have been in touch with Air BnB support) I have tried calling several times no answer and now it isn’t even ringing. I’ve sent a text too.

[Amanda660]

@Carolyn782  His far are you from the property?  One option would be to drop by with washing up liquid and toilet paper....good excuse to swing past and ask what’s up with the switch.  That way you’re being ‘helpful’ dropping off supplies but you can ask what’s what at the same time.