I failed - now what?

[Anna282]

I'm new and it has now turned out that my third guest is severely allergic, didn't know I have a cat and can't stay. Honestly I have no idea how this happened because I am absolutely sure of having written this clearly in my house rules (I even remember exactly how I put it). I haven't deliberately removed such obviously important information but I still have no idea what will happen now or whose fault it is (and I find Airbnb to be very complicated, I can't even find the terms and conditions in the app). They have no time to find another place and are of course furious and since they're only my third guests ever I will probably only have super negative feedback after this (no other reviews yet and apparently the second guests were also surprised to smell cat when there was no such information in the listing).

What I'm wondering now is whether I will have to pay some other compensation than of course returning their money for the first night (again, spent an hour looking for the terms and conditions in the app without finding them)? If so, is there any possibility of claiming that I did give this information but that it has somehow been lost?

This feels terrible - not only because I worked very hard and spent a lot of time trying to be a great host and informing of anything important and still failed like this. I also lost an expected and much needed income and ruined somebody's holiday - owing money that I don't have for something that I did my very best to avoid would really be a disaster for me.

[Elaine-and-Duane0]

You did not fail. Guest failed to read listing . Contact airbnb so they know what is going on. Do not cancel or you will have penalties. Airbnb handles refunds not you. If guest did not stay, they can not review you. Airbnb contact info is listed many times in this forum. Just use the search function. Life happens. Don't let this discourage you. Elaine

[Elaine-and-Duane0]

You did not fail. Guest failed to read listing . Contact airbnb so they know what is going on. Do not cancel or you will have penalties. Airbnb handles refunds not you. If guest did not stay, they can not review you. Airbnb contact info is listed many times in this forum. Just use the search function. Life happens. Don't let this discourage you. Elaine

[Eddee0]

I think you may shorten your house description and start by saying who lives in the house. You and a Cat!
Apartment Not Good For People with Cat allergy.
2) buy products that completely remove animal odors and spend much more time searching for ways to have a cat and still a home that smells neutral.
3rd Option, do not have a Cat and find that you will attract much more people.

[Andrea9]

@Anna282

I noticed that there is no mention of a cat in your listing - or I looked at it as superficially as your guest.

It would be better and clearer if you mentioned it in your listing. Many people don't like cats or other pets for that matter when staying somewhere - allergy or not.

Many hosts with pets add them in photos, so that even the most read-reluctant guest can't miss them.

For the rest, to answer your question - great suggestions by my other fellow hosts.

[Donna15]

@Anna282, there is no mention of a cat anywhere in your listing. Others have given good suggestions regarding informing guests about the animal.

Slightly off-topic, but for future guests I recommend the following:

- Change your cancellation policy from flexible to moderate or strict;

- Require a Security Depositi;

- Be more specific and much firmer in your House Rules; I feel you're giving guests too much leeway. and opportunities for slack behaviour. For instance, I see no reason why other people's children should be allowed to play in your son's room, especially if he has toys or belongings that he doesn't want disturbed. 

I also recommend using photos that show the rooms to advantage. The bed, for instance, looks messy, and the coffee table in the living room has papers scattered on it. It would also be inviting to guests to show other areas, such as the bathroom and the outside area. 

Just a couple of ideas, which I hope are useful. 🙂

[C-C0]

@Andrea0, they still may miss it even with pics. And I can also believe that info was input and then lost. I had a guest who didn't read or look at pics, and acted like it was my fault or that I was hiding the cat, even though I have a pic, and I mention the cat in almost every paragraph. I even say that if they bring an animal with them that my cat will kill it. They don't read, but at least it's on them!

[Andrea9]

@C-C0

... what is it with some guests who can't read, look properly, understand...?

wishful thinking blocking out common sense probably! 

Sounds like you have one killer cat! 😉

@Anna282

Keep going back and choosing your settings until the system grabs them.

From what I've been hearing the website has many bugs, and the phone app is worse.

So that might be the problem. Try logging out, reloading your browser, logging back in, and resetting your choices.

Then check your listing preview for a while after that to see if chosen settings have stuck.

As to not having  too many don'ts, well it seems some guests love coloring outside given lines... or have bee raised with the strangest idea of what's okay and what isn't.

[Anna282]

Thanks for your response!

The thing, as pointed out in the original post- is the strange thing about the cat info not being there in my listing anymore. I _know_ that I have added a point that said that "Dogs are welcome if they are okay with smelling cat - a cat lives here but will not be at home". I also _know_ that I checked the pets live here box.

Of course I understand that it would all be my fault if I excluded the information. My question is whose fault it is that several settings have disappeared (not only this) if the guest want compensation.

[Sandra126]

ok Anna, I agree with what has been said so far, esp about the cat. In regards to your rules, they are a bit weak. Well, very weak actually. If you go to my profile you will see some great house rules, under the Wish List of ''Good examples of rules''. Might give you some ideas of how to word things with greater strength.

You probably wrote about the cat initially but edited it out, the description is extremely short. Must have photo of cat.

Lycka till!

[Anna282]

Thank you for your response! The strange thing is that all of it, including the "pets live here" box that I also know that I of course did check, is gone along with other settings. I have edited things out of the description because as you say it's short (very limited space and I find the system here very complicated so it took some time to find the places where you can write more), but not important things from the house rules! I will definitely take a look at the rest of the house rules before having guests again, this time I was just afraid of the place seeming boring if it was all "no guest, no smoking, no music".

[James1]

There is a check box, under the "Amenties" section when editing your listing, "Pets live on this property". If you check the box, you can then select Dog(s), Cat(s), Other(s). It look like you failed to fill this in correctly. When you have a pet it's a great idea to also include a photo of your pet(s) in one of the first few photos of your listing and mention your pet in the rules.

All I see on your listing is "pets allowed" which indicates that you selected "Suitable for pets" under the "Booking" section in the "House Rules". Nothing in that suggests or implies that you already have a pet. I think you should be prepared to give the guest a full refund.

[Anna282]

Thank you for your response!

Actually this is what my original post is about: why is the information gone? I know I had a clear point in the house rules about having a cat and that dogs can only come if they are alright with smelling cat. I know I have checked the pet box. And I know for sure that house rules are not among the things I removed froThanks for your response!

The thing, as pointed out in the original post- is the strange thing about the cat info not being there in my listing anymore. I _know_ that I have added a point that said that "Dogs are welcome if they are okay with smelling cat - a cat lives here but will not be at home". I also _know_ that I checked the pets live here box.

Of course I understand that it would all be my fault if I excluded the information. My question is whose fault it is that several settings have disappeared (not only this) if the guest want compensation. I know for sure that whole points in the house rules are not among the things I edited out of the description (and especially not something that important).

I am prepared to give a refund, no problem, what I'm really worried about is having to pay more than that to compensate (and, if that happens, can I argue that the information was there when I made the listing - can it be because of the system changes soon after I added the listing, or something else, or will no one believe me then either)? Some other settings have also disappeared.

I understand that it would be my fault if I was stupid enough not to mention having a pet - the problem is that I DID.

[Anna282]

Sorry for messy post, trying to do all this from my phone (still on the road, which makes it all even more difficult) and accidentally pasted something - didn't see it until I had posted. 😕

[Fab2]

I'm severly allergic to cats (well, pet dander in general) and, as a guest, I know that my first concern is always to ensure I will not be staying where pets live, even if removed from the house. While you did not point that out (although you thought you had), I always wonder about people's "allergies" in such circumstances. If it is indeed a big deal to them and a genuine concern (ie life and death), people with allergies inquire, ALWAYS!!! Mine will prompt a severe asthma attack and force my airways to close up so it's not a minor issue by any means, hence my suspicion when I hear someone claim "allergies" but they never took the necessary steps to protect themselves in the first place, as if the world should know to plan for them, especially if the person is an adult.

As a host, this falls on you but don't beat yourself up for it. Reach to Support and let them sort it out. You can always leave a response to their review or choose to omit reviewing them (if you suspect they'll bash you) which will not allow their feedback to show on your profile at all.