guests not reading listing details..

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Karen965
Level 3
Dumfries, United Kingdom

guests not reading listing details..

I know there have been other similar posts, but just wondered if anyone has any other thoughts about how to be sure upcoming guests have read the listing details, house rules etc. I've just been marked down by a guest as she didn't appreciated that our property is two flights up a spiral staircase.. I mention the stairs six times in the header, description and rules.. what else can I do? Should I copy the rules etc into my welcoming email to guests?

See below for the mentions I give the stairs...

 

Listing name:  Period Town Flat - 2nd Floor - centrally placed

In the description 'space' :  Does not suit disabled guests as has two flights of stairs.

In the description 'guest access': 3D is at the top of the stairs, 2 flights up

Guest interaction: Someone is always at the end of a phone and we are always happy to assist in carrying luggage up and down the stairs.

Other things to note: The flat is 2 flights up a circular staircase.

Details guests must know about your home:  Must climb stairs

 

I'm pulling my hair out with people not reading the listing.. how hard can it be!

 

1 Best Answer
David192
Level 10
Norwich, United Kingdom

Perhaps put this information in the 'House Rules' part of the listing ie. the part that the guest must click 'Yes' to acknowledge that they have read it before they are allowed to book?

 

I hope you expressed your exasperation to the guest. You certainly have a right to be annoyed.

 

 

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60 Replies 60

Sarah trust I do understand. I'm new to Airbnb and as I learn and get feedback from guests I have been updating and tweaking my listing. And I could see if the majority of the people who read my listing didn't understand what it was saying or they just didn't bother to read it which is more likely the case. What I'm not going to do is change my listing every time someone who I believe is being dishonest and wants to just cancel their reservation and get a refund. I thank you for your input but we'll just have to agree to disagree.

 

 

Also how is on site host different from owner occupied Airbnb? I even go a step further in my description but say I "live on the second floor and the rental is on the first floor of my home. I even asked host support and it was even clear to them. Bottom line is some people don't read.

@Valerie780  "Owner-occupied Airbnb" sounds like the owner lives in the same space that the guest does. You don't occupy the Airbnb, because the entire house isn't listed as an Airbnb, only the downstairs unit. "On-site host" can mean that the host lives in the same building, or lives in another dwellling on the same piece of property. 

But yes, some people don't read. Many hosts who make it patently clear that the listing is only a private room in the home where the host lives have had guests show up and be really upset because they somehow thought they were getting an entire 3 bedroom house for $30/night 😞

Okay I can see that regarding "owner occupied" and I took your suggestion. I reworked it and used onsite host. Let's see how it goes!

 

That's for guest paying$30 for a room and expecting a whole house, I totally get it. I adjusted my price lower then others in my area specifically because I live on site. I figured I should not charge as much as host who are renting the entire home. I'm still new I'm learning but for the most part it's been an awesome experience so far.

@Valerie780  What a lovely setting for you and your Air BNB.  Granted you have 2 positive reviews, but @Sarah977  is correct about tweaking your listing description.  You do mention MULTIPLE times that the owner is on the property so that should not be confusing.  But please be open to any feedback from whomever takes the time to give it to you.  Doesn't mean you you have to make a change, but most successful hosts are willing to consider. 

For example, your pictures are overwhelmingly about the exterior of the house with only one bedroom picture of a single bed.  Most people want to see all bedrooms.  

Also, you cannot change the security deposit amount for any reservation once a reservation is confirmed as you indicate in your rules.  You can change it for future reservations however

 

 

Thanks for your input. I think it's pretty special too. 😁 As I said earlier I have and continue to edit and tweak my listing as I get feedback from guests. And I am open but that doesn't mean I will or should take everyone's advice. The situation I referenced was very specific and I know that particular guest understood my listing. We had had several conversations so I knew she did, which is why it bothered me that she was trying to take advantage. My cancellation policy was very flexible at the time so there was no need for the drama. As for my photos, I also update and add to them regularly. I have 2 bedrooms and there are photos of both so not sure what you mean. I guess I could add multiple pictures of the same bed/bedroom but why? I didn't try to change the security deposit either so I'm confused there too. From what I understand I can add an additional security deposit if I think it's necessary. Especially for those who are bringing pets.  Airbnb doesn't always require one. Again thanks for your input.

@Valerie780  Your place looks really cozy and the outdoors is lovely. I see photos of both bedrooms, so I'm not sure why Linda missed that. But I also think your photo gallery could benefit from losing about half of the outdoor shots, and there are 3 redundant photos of the kitchen area- 1 would be sufficient. Same with the bathroom- a couple of shots from different angles, but 4 photos isn't necessary. More photos isn't always better- just clearly show each area. There's no need for 34 photos when 20 would do. And it's best to close the toilet lid when taking bathroom photos. 

If anyone misses that you live upstairs, which you've now made quite clear and mentioned in multiple places, then they're either illiterate, never bothered to read any of it, or just too clueless 🙂

Hi @Sarah977,

 

Thank you for the tips. Funny you say that about the photos because when I first uploaded I only had about 10 shots and Airbnb kept saying " add" more photos. And to there prompting they seem to have a more is better attitude. " Guest like to see lots of pictures" was the tip I remember reading. Like I said I am still new so I am constantly editing this listing. I tried not to duplicate photos so I'll go back through them again. So far my guests have commented that the outside was one major reasons they chose my place. And yes it should be painfully clear, if it wasn't before, that I live upstairs. I am having fun with it though and my guests have been great. The few who chose not to stay because me being on-site made them uncomfortable was surprising but I'm glad it came out before they actually stayed and possibly give me a negative review. Thanks again for tips. 🙂 

@Valerie780  The guests who would choose not to stay because you live on-site are probably looking for a place to party, bring or invite way more people than they booked for- as soon as they realize the host is there they're not interested, so it's not just bad reviews you avoid, but the party crowd misrepresenting their intentions.

As far as Airbnb saying to add more photos, that sort of stuff is just generated by a computer bot- hosts have to ignore a lot of messages like that (like the absurdly low price tips) and just deal with their listing as they see fit. A lot of my photos were marked "too dark" or "too blurry" but I just left them as is- my guests have actually said they loved the photos and that's what attracted them. Some new hosts will only put up about 4 or 5 photos, and not even show all the areas the guest has access to and in that case, they should improve their gallery. But to me, unless you have some huge villa with 5 bedrooms, 6 bathrooms, a pool, and tons of common spaces, 15-25 photos seems quite adequate.

Your outdoor space is lovely, as I said, and it's good to show it from different angles, but some seem to be almost the same shots, so they seem a bit redundant to me.

Kat84
Level 10
San Pedro, Philippines

"And I could see if the majority of the people who read my listing didn't understand"

 

Well, majority of my guests do not read. So they don't understand 😱😂

LOL 😭

Diana259
Level 2
Phoenix, AZ

Whenever there is an exception to a 'normal' experienceI always send a follow up email 'we're excited to have you as our guests, but I notice you have small children and wanted to point out again that our pool is unfenced.' Or 'did you notice in the listing that the bathroom, while private, is not connected to the bedroom; you need to walk downstairs to access it.' Or 'did you read in the listing that the three bedroom unit is separated? Two bedrooms are in the apartment and the third one is a private space across the hall.' It's just better to explain twice, even if its in the house rules. Or at least I think so. 

Good suggestion, @Diana259 .  I recall  from a marketing specialist years ago that any important message needs to be communicated at least 3 ways before most people will notice and remember it.  I think sticking something important only in the description or the rules is easily overlooked and probably not remembered.  A supportive message is a great way to not only remind the guest but also a way to have proof via the Air BNB message system in case it is needed.

I recently had guests stay and it was evident that they hadnt read the listing.  They made all kinds of unweildy demands.  Like could I cover up my cupula, where is the toaster, when can they get access to my house to use the dryer.  I responded politely to all of their concerns.  Unfortunately the heater did pack in when they arrived but I replaced it within 2 minutes of them drawing my attention to it.  However, at the end of the day they didnt appreciate my efforts and slated the listing.  I felt devastated and unfairly judged particularly as I work really hard to ensure that my guests enjoy their stay and the listing. 

David3267
Level 10
Torquay, United Kingdom

Sad fact of life that some people simply do not read instructions for anything but it's never their fault. Don't be too disheartened, its not personal!