Most demanding guest in the world.....HELP

[Jacqueline212]

Hey Guys,

I am wondering if you can help me, so I have been hosting for a while now but so help me I have not come across a guest like the one I have at the moment.

All appeared fine, communication was good and the guest showed up this evening not realising I live on a 2nd floor flat (as otherwise she wouldn't have booked) I apologised profusely and said I would carry her and her daughters 3 cabin bags and 2 large suitcases upstairs as she physically couldn't. A nice enough lady but I then had to spend 30mins explaining who all lived in the other flats and assuring her that the area was safe and we would not be burgled, I can understand hesitation however I am at a loss with what happened next. After showing them around and explaining they can make use of everything during their stay I get a knock on my bedroom door telling me that the duvet sheet (which was brand new and had just been washed the day before was far too hard and they couldn't sleep with it.) I said i would try and find something else for them, which i did, went to the room and asked if this was more suitable...thankfully it was...they then layed in the bed whilst i had to take the duvet off them and strip it down and re-dress it myself then lay it back over them when i was done. Then the lights were a problem, i explained i knocked the lamp earlier that day and it broke and i hadn't had time to replace it which was no use they wanted me to get them a lamp so i took the one from my bedroom. Then they told me they were too cold (they have just come from india to scotland)  and can i put the heating on, i explained i cant put just one heater on without the rest but it will be on a timer and in the meantime i can give them an additional throw to keep them warm during the night. They also went on to tell me there was a spider (we live in edinburgh and in a block of flats...) explained there wasn't much i could do about that but if they see any to let me know and i will catch it. Is it me or is this absolutely ridiculous, what do i do with this guest....they are here for another two days?!?!?!?!? HELP ME

[Branka-and-Silvia0]

Dear @Jacqueline212  she is a princess . Give her 20 more mattrasses or you will get a bad review :)))

[Jacqueline212]

Hahaha i know i always try and be too nice, the thing that makes it difficult is she isn't rude she is just the most demanding guest i have ever come across.

[Jessica-and-Henry0]

@Jacqueline212

Make sure any verbal communication is also summarized onto Airbnb messenger - so that you have evidence that as a host, you did your best to accomodate all the overly demanding requests just in case the guest tries to claim some sort of refund claiming her stay did not meet expectations.

It is the guest's fault for not reading the description properly, but this hasn't stopped Airbnb from unfairly siding with guests.

And whatever you do, the guest will probably come up with a whole bunch of new complaints anyway, so while you do your best to address the guest's demands and humor her, I wouldn't bend over backwards hoping to get a great review.

[Monica4]

You need to summerize what you have done for her so far on the Airbnb message board so that there is a record. Something sent in a message to her...." I am glad that the replacement duvet cover is more comfotable than the one I had just purchased, and that you have suitable lighting and are warm enough. There is not much I can do about the odd spider that you might see. They are not harmful, in Scotland. If there is anything else that you need or that you are not happy with, please communicate via the Airbnb message board in order that there will be a record for Airbnb."

If you do not do this, there is a risk that your guest might extort you into providing a free stay. It happened to me with my very first guest. If Airbnb has a record of how hard you tried to please your guest, and that you were available to answer any additional concerns, Airbnb will side with you.