Less than glowing review

[Mary133]

Hi airbnb community,

This is my first time posting here, and am anxious for some advice.

So far all of my guests have been incredible, and I've been surprised at the state of cleanliness my property is in after they've checked out. I've just had my first less-than-wonderful experience, and I'm not sure how to properly review him.

My entire home is available, and my check-in/out times are flexible. I realise this means I am unable to enforce strict times. The guest initially asked if they could check-in during the early morning. I agreed and ensured the property was ready for them the night before. Then, prior to checking out, they asked if they could leave their suitcases at the property until 9pm. As I didn't have another guest arriving that night, and because my check-out times are "flexible" I felt I really couldn't really say no, despite feeling a little taken advantage of (he was essentially getting access to the property for four nights but paid for two). I agreed he could leave them, but said I would need to access the property in the afternoon to prepare it for the next guest.

When I arrived at the property to clean it, the lights were on and most concerningly, the door was ajar. I texted the guest to ask if he was at the property, saying I noticed the lights were on and the door was open. He said he wasn't and apologised if he'd left the lights on. When I entered, I noticed the heater was left running (which, with the door open all day would have been costly) and there were 7 large suitcases in the small living room and clothing left out. With the suitcases taking up so much room, I was unable to effectively clean. I messaged the guest saying "When you lock up tonight, can you please double check all the lights are off and the heater too (I noticed it was left on). You can leave the key on the table and lock the door behind you, be sure to pull the door all the way closed. I worry about it being left ajar how I found it today, especially overnight. Have a safe flight." When I returned to the property in the morning, everything was off and locked/secure properly.

I don't have 'house rules' on my page (yet), but even if I did, I can't imagine having to specify 'shut the door when you leave the property'. I am happy that all of my (and his) belongings were still there, but have a negative feeling after this interaction.

I'm not sure how to review this experience. Can any experienced hosts offer advice? There wasn't any damage, the property was left quite clean, and the communication was easy. Is it even worth mentioning?

Any thoughts are appreciated!!

Thanks

[Margaret53]

Hi Mary,
I understand your position and this guest was really out of order. Airbnb is run on a degree of trust and it shouldn't need to be pointed out how to behave. Most guests treat our places with utmost respect and that's the way it should be. This could have had serious consequences eh? I've had only a few poor guests - you have to reassure yourself that they are the minority. I was very wary of giving negative feedback but I did it to support other hosts and Airbnb were straight on it (I had a guys who wanted to have a party for 30 people in a 1 bedroom flat & wasn't happy when I said no!). I have given 'private feedback' only twice but if carefully worried it should be ok. People reading reviews will understand if there is any negative feedback from Your guy and will think he is totally unreasonable. We have to protect each other so don't feel back and remember your next guest will be lovely. Take care Margaret

[Brenda27]

Hi Community! I'm sure having mixed experiences so far!  I offer two sections of my house.  One is a separate section of the first floor, with a bedroom, private bath, study, private entrance and laundry room.  I just had a lovely couple check out after a 10-day stay in this first-floor section.  But yesterday a young lady arrived 4 hours early (she was staying in the upstairs area, where there are 3 bedrooms, a private bathroom and a balcony) and I hadn't finished cleaning the bathroom after the last guests when she arrived.  I met her at the door (I was actually combing my hair in said bathroom at the time!) and explained that she was certainly welcome, but that I hadnt finished preparing for her yet.  Well, she took 3 photos of hair in the sink (it sure was there - it was mine!), sent it to Airbnb and canceled her reservation.   Do things like this happen frequently?  I actually spent more money preparing for this booking (there were 5 people renting 3 bedrooms) than I would have been piad.  Anyhow, Airbnb refunded their money to them and I have removed the upstairs as a listing.

Thank you for any feedback!  I guess my main question really is:  When people rent an area of a home that is lived in, what are their expectations?  I live on a farm and am thinking that perhaps I should find a way to say that things aren't pristine, but they are comfortable, safe and clean.

B.

[Amaris0]

Brenda, I'm very sorry to hear about your experience. To be honest I think this guest was bent on being fussy. Nobody in their right mind would arrive early without prior arrangement, then take advantage of the host's flexibility in allowing them access into the property knowing quite well you are doing them a favour, and then, complain about the  situation which they prevented you from addressing. 

That said I do feel you did make a mistake in allowing her in. If you go to a hotel or B&B you won't be let into a room unless it is ready. In future if a similar situation should arise, politely remind the guest of the check-in time and inform them that due their unexpected early arrival, the room is not ready. Inform the guest, that they can explored the area while you prepare the room and if it is ready prior to check-in time, then you will contact them to let them know otherwise they can return at XXX time.

; if convenient for you, you may offer the guest the option to leave their luggage should they wish to do so, but never ever let any guest in prior to check-in time if the room is not ready.

BW, Ama

[Sara2]

I so. Agree with Ameris never ever let anyone see house bedroom toilet or anything before complete cleaning ; sooo many people are watching that four in a bed programme.

after having an unfair star removed on cleaning I wrote in my listing it a Victorian building not to expect the Hilton and I do point out defects . having said that squeaky clean and pristine is expected they had no right to see hair in the basin or come in 4 hours early learn to say NO it will pay off . You and I are happy with our own hair in the basin but guests no.

i wish I had a picture of the miles of dirty hair they (the guests) leave in the shower yuk!!!!!Not even other hosts remove it.

[Mary133]

Hi Margaret,

I really appreciate your response! It is reassuring to hear you also think he was out of order, and really nice to not feel so alone in this venture! It's tricky to know exactly how far is too far, but I really felt as though leaving the front door open is too far (as you say, could have had mega consequences!).

I think I'll say something along the lines of "X communicated clearly and left the apartment quite clean. I allowed him to have an early check-in, and leave his luggage in the property after a normal check-out time. When I arrived to clean the property, I noticed he’d left more than a few suitcases and the lights and heater on, but more concerningly, the front door was left open. There was no damage done; I encourage future hosts to reinforce the house expectations, and X to take the time needed to leave the space in an adequate fashion. In other respects the interaction was smooth." Hopefully that will communicate that I recognize the positive aspects of the interaction, and don't just want to be nasty, but also, gently reinforcing the airbnb understanding of trust and respect.

Thank you again Margaret, appreciate your advice!

Mary

[Rebecca44]

I've just had my first difficult couple to stay, and I'm trying not to let them unnerve me, compared to some of the experiences above, it was hardly anything at all, but this couple were weirdly ill-mannered. I let out rooms, so my guests are sharing the house with me. Most of them are fabulous and they make me happy. My concern is how I phrase my review of this couple because I don't want to be too negative, yet I don't want to be dishonest. I felt they'd have been better off in a hotel where all is neutral as they were unable to interact with me in a friendly way. Well, anyway, I'll just have to work on it! Just thought I'd join in a bit.