late checkin

[Margaret273]

I have a guest booked months ago, I messaged her asking approx. checkin time as I do go to church. Messaged again 2 weeks before arrival, no communication at all, messaged again the day before. On the morning of arrival 8am she text me privately and said she  was at work and will be here at 10.30pm my listing clearly states no checkin after 8pm. She is booked for 5 nights

[Margaret273]

Thanks, her review calls me racist, unhelpful, and a few other disparaging comments. I have the chance to address these... what do I put? she was here for 5 days and didn't say a word to me.

[Yulianna0]

@Margaret273, just contact the customers support. They know that you were trying to contact the guest, they were involved. They can read your conversation with her. Ask them to remove her review. She calls you racist and it is personal offense! Hope they will help you. 

[Margaret273]

yes, did that and support said they cannot remove reviews, so I got back to them and they have bumpted this up to discrimination and involved another department.

[Margaret273]

just got a message from Airbnb, apparently there is nothing they can do. so basically they are saying that it is ok to be called a racist by a guest

[Kit45]

Hi @Margaret273 

I read your response to her and it's good (polite and factual).

If future hosts and guests read her review and your response, as well as your listing stating "NO late check in without prior agreement, do not book and then turn up late"  "Check in latest 7pm and Check out 10am can be flexible depending on other bookings, but please ask as this is not a given as I teach some evenings. after 8pm check in not accommodated unless by prior agreement.",  they will understand and make their own conclusion.

Chin up and Cheers,

Kit

[Amanda660]

Your response is very respectful and professional - she’s made herself look like a bit of a loon.

[Giuliana142]

I currently have a guest who was supposed to arrive yesterday. He texted me that he will be late. I immediately called Airbnb help desk and clarified with them that I have a strict check in policy, 2-4 pm and if a guest can’t make it they have to come the next day during my check in hours. This guest was making all kinds of excuses to Airbnb. I did not budge. I told Airbnb that I am running a business here and everyone has to respect our mutual agreement. I emphasized that I do not accept guests in the evening. I did that once last year, I allowed one guy to check in at 10 pm and he was pure trouble. I had to call the police to get him out. So no more flexibility there. Unless there’s an airplane scheduled to arrive to this country late, I will not allow people to move my own schedule. As I always say: my house - my rules!

This guest is now going to check in 3 days later, I made sure Airbnb pays me for every single day based on his original booking. This way I receive a full payment. If the guest is here or not - that’s his problem. Instead of 14 days he will now be staying 11 days. Airbnb still paid me for 14 days. Suits me fine. He has to take care of his own business.