Hi Everyone:
I'm a superhost too that has learned the hard way that part of my task as a host is not only to provide a place but keep guests "on track" if I want a good win/win outcome. YES!!! As hard as it might be to believe, I do this on a regualr basis, simply because I understand that everyone has different upbringing, and some people have more or less manners and do or do not understand appropriateness when it comes to short term vacation rentals. With what is outlined below, surprisingly 90% of the times I have been able to avoid the hardships listed above as well as collected effectively from the deposit or Airbnb on the other 10% when a guest is out of appropriateness or out of control.
I will break up this text so you can read each issue separately.
I am forwarding the link to my listing in case anybody wants to read it so you can better relate that when using positive wording with a cost involved and clearly identified both in the Listing and in the House Manual it seems to work wonders:
https://www.airbnb.com/rooms/17421097?location=Coral%20Gables%2C%20FL%2C%20United%20States&adults=1&...
1.- Smoking:
As you can see, NON SMOKING AND NO SMOKERS INSIDE OR OUTSIDE OF THE BUILDING is my first description line. From here, I still listed again in bold throughout the listing and the house manual another 3 TIMES!. I would have thought that guests would have been wise enough not to rent if they smoked; well, silly me; they still do! Furthermore, sometimes the booking person looks the other way and is somehow in the belief that if only one in the group smokes it's just not a big deal.
So, with this all over and as transparent as possible, at the very end of the HOUSE MANUAL only, I have placed a text that reads something in this nature:
" Although we have listed our place as a non smoking and no smokers inside or outside the building; there are guests that either just don't read, don't care, or think of it as no big deal. This is totally inconsiderate and as such if upon your departure we find that there is evidence and traces of smoking smell or paraphernalia, there will be an ionization charge of ($deposit amount) and your deposit will not be refunded"
After I placed this; there has been 3 times that I have had guests that smoke. In each of the cases I have had to call an ionization company because the smell has been so brutal, and in every one of the 3 cases Airbnb has awarded me the deposit in full.
2.-Feedback (positive):
This is just so sensitive!
Again, after realizing how unassuming and careless about leaving a review guests can be; I do the following:
a.- I simply will not leave feedback for any guest FIRST. Why? Simply because I feel my time is as valuable as theirs. Upon receiving the first notification to "leave a guest a review", I immediately contact the guest and state something in the following tone:
"Dear Gaby;
Thank you so much for having booked with us! we appreciate you so!
"Kindly remember to leave feedback. It is as important for you as it is for us; as it is the only way that other hosts can know about you and your group. Please take a few minutes from your valuable time to do this. We will gladly reciprocate".
To this date, out of almost 70 guests only through Airbnb I have had 4 people not leave a review and 2 that the review was withdrawn. In both cases it was at the very beginning of my hosting. After I took this approach all leave feedback, and for the most part positive.
By the way; when I travel as a guest I do leave feedback immediately whether or not the host posted for me or not. In this case, I feel it is my duty as a traveller.
b.- Negative Feedback:
When there is a claim to be made such as for trashing the house or burning something, I send the claim and also send the guest a note stating something along these lines:
Dear Gaby:
We regret to inform you that we have placed a claim on your deposit due to _____________.
We ask that you kindly refrain from leaving negative feedback in retaliation for your wrong doing.
If you choose to do so; we will do the same for you; costing you future acceptances in other homes through this portal and others.
I have not had one instance in which I've filed a claim that the guest has been nasty after I state this.
Granted, I haven't got the feedback count of this person, but at the end of the day, my feedback is good enough and I don't have to worry about people slandering and retaliating.
I have written to Airbnb about this issue so many times in order for them to improve how feedback is handled , I'm hoping maybe the more times all of us write about it, the more our voices will be heard and something more progressive and fair for both the guest and the host will be implemented.
Sadly, it's very very difficult for a review to be withdrawn, and many hours at it with agents, so we really have to take the bull by the horns and take whatever action is necessary for our place and rules to be honored and respected.
3.- Feedback (gut feeling you're going to get a not so good review)
Again; let them leave a review FIRST. After this, be as objective and as detailed as you can by writing all the minuscule issues with the guest, believe me, they will be inclement with yours!
and PRAY when both are seen that they were as truthful and objective for the travelers to see as you were.
In my listing you will see how the out of control issue with the linens was handled. If the guest uses the linens for anythign other than to dry bodily fluids, and the stains don't come off, they will get billed on a per towel basis. Airbnb has been quite good at following through with this too, I think it;s because its on the listing and the house manual transparently.
Sorry for the length, I do hope this helps a few and most of all the Airbnb finally GETS IT that they really should do something about retailiatory feedback.
God Bless!
Annie
