Uncommunicative guest :-(

[Samantha45]

I last heard from tonight's guests (2 people, 2 nights) on 19th August when they said they would let me know their arrival time closer to the day. Yesterday I dropped them a message to say I was looking forward to meeting them and asked (very nicely) if they could let me know what their ETA would be as I had errands to run today, and my car was going in to be serviced. No response. I messaged them with detailed directions. No response. Later this afternoon I dropped them a line to apologise, and explained that I had to go out to pick up my car from being serviced and would be back by 5pm (check in is 3pm at the earliest). No response.

They are my first Americans, out of 9 groups so far, and all my other guests (French, German, English) have been kind enough to keep me updated about their ETAs.  I bet this lot will turn up just as I sit down to dinner and a glass of Pinot 😞

Am I being unreasonable in expecting a bit of courtesy, or should I been worried that they might have had an accident? And if they don't show up do I get paid?

[Lyndsey2]

You are absolutely not being unreasonable but, for now, give them the benefit of the doubt that switching continents may have created unexpected problems with phone and internet access. I've had that problem with my American phone, even when I thought I was prepared, just in Canada! Have you tried texting? In some countries I am better able to text than I am able to get phone calls or check my email.

And yes, you do get paid if they just fail to show up without properly canceling.

[Samantha45]

Thanks Lyndsey - good idea! I'll try texting them.

[Victoria57]

Hi @Samantha45, I have to say that without exception all the American guests we have had in the last 2 years, probably 20+, have been lovely. But they sometimes have internet & communications problems when they get to the UK, so like @Lyndsey2 said I would give them the benefit of the doubt. When this happens to us we leave a chalk board outside the house explaining what time we'll be back and giving a mobile phone number to call.

[Samantha45]

That's a good idea, Victoria, I'll do that in future.

I had some lovely guests who were arriving when I was due to be at a dinner party down the road. I told them where I'd be and they trotted down there and I walked back with them, let them in, showed them where everything was and went back to the dinner party!

[Samantha45]

They just got here! As you suspected - phone trouble! Many thanks 🙂

[Samantha45]

And they are delightful 🙂

[René5]

Great idea about the chalkboard!  If a guest is already having digital communication problems/limitations, finding your home locked up upon arrival would be devastating. Some Americans can take up to two days to travel overseas, being offline the whole time. Also, they could be coming from another location/airbnb/country. I stayed in one Scotland location for 2 days before I went to the next, and was caught offguard finding there was no internet, no free-one nearby and no car, so I couldn't do the expected communication with my next host.

I had difficulty when I traveled to Britain last year even though I tried to prepare.  I learned a lot of lessons from the trip, and took even more steps this year when I traveled to Europe.  I think I was even worse off this time in terms of ways to communicate with my hosts as well as my guests back at home. I checked into my first home at 1am, because of Google link being incorrect in planning, and once at that incorrect city/address, no cell signal. 8-/

I now asks international guests where they are coming from before checkin, remind them to make a print out of itinerary and checkin info, internet password, my cell number, etc, and note to them they will probably not have digital contact when they get off the plane until they have checked in, so not to rely on it (sending for an Uber, calling up a Google map, calling me, etc)

[Annette33]

I also think it's entirely possible that there are problems with internet connection. Still, it is the guest's responsibility to be communicative about their ETA, one way or another they can do it. 

Your window of check in time covers many hours, too many perhaps? How about tightening it to about 4 hours, from 3 to 6 or 7 pm, then guests have to contact you  if they need accomodation outside of these hours. The idea is to turn it around : instead of you ( or any of us hosts) running after guests to be communicative about their ETA, the ball is in their court. I got the run around once from a guest requesting early check in time, like noon, I reluctantly agreed, but then she showed up at  7pm! That taught me....so now I message the guest a day ahead of time , refresh their memory about coming in the first place and ask for their ETA at that time. So far that has always worked out well.. Good luck to you!

[René5]

Another good idea!

[Susan-and-Fernando0]

I use a keypad entry. I send the guests a mini pictorial on how to use the keypad. I change the code for each guest and request they contact me 30 minutes before arrival and I send them their code. I don't have to be home and it's seamless for the guests and they love it. I also leave an informational booklet that helps them check-in with how to log on Internet, temperature controls, television DVR usage, etc. When I get home, or the following morning I text to see if it's convenient for me to drop by, and then I go over and say a quick hello.

[Samantha45]

That sounds like a good plan if the accommodation is separate. I just have one room in my home!

Best wishes

Sam