Advice on a difficult guest?

[Cameron-and-Bianca0]

Hi 

We have a guest at the moment that Im having great trouble keep my cool with

firstly they ignored my 5pm check in time which is given 3 times to guests (on listing and 2 times private messaging)

Then they had issue with the fact that the bathroom is shared, even though that is in the listing and also was reiterated to them before they booked in private message

entered parts of the house that are clearly stated off limits

and now at 10.46pm they are messaging me asking for blankets for the single bed, even though they only booked for 2 people and didnt once tell me they needed both beds either in booking nor today when i asked if they needed anything else when they checked in

I want to charge them my extra person fee as now I have to wash all the linen for that bed also is this feasible?

[Maria-Lurdes0]

They sound like irritating guests, but I'm not sure how much you can change things.   You can of course have a word with them about the beds to tell them that it would have been better to let you know in advance that they would want two beds, and now you will have to prepare both of them, an additional cost and time.  But whether you can charge an extra guest fee or not....I don't think it's appropriate to do so.  

The bother about the bathroom is totally on them  as you had it in your listing and you clarified in private messaging.    I would grit my teeth, remain polite, and then leave an honest review that they arrived hours before checkout, found fault with the described shared bath situation.   I wouldn't bring up the bed as it's something that should have been cleared up by them, but they did book two people and you did have two beds.  I think it's reasonable to use both beds.

[Cameron-and-Bianca0]

No I dont agree with you saying that I have 2 beds and then that means they should be able to use them, unfortunatly I have had 2 guests stay and because the 3rd bed was made up they snuck a 3rd person in for free, so therefore now I do not make up that 2nd bed unless its requested

[Eileen4]

I've had guests with partners who snore. I have a two bedroom unit and when asked, I provided bedding for the second bed. But I already knew the right number of guests--2--were there. I'm just saying there might a reason why they're asking and maybe you should determine whether or not it's for some other issue other than sneaking someone in. I get that it's a pain, but if it helps a guest get a better night's sleep, it might be worth it. 

[Eileen4]

Are you on site?

They may want the extra bedding to avoid sharing a bed (I'm assuming that because your booking was for two, there is a larger bed somewhere in the place?).

Before you give them the bedding, ask why they need it and do so through the Airbnb message system. Tell them that for security purposes, or purposes of keeping Airbnb informed, they must go through the official message system. That sends them the message that their requests are being recorded, which means they will be less likely to try to take advantage. After you ascertain if you need to be charging them for the extra person, ask them to read your listing thoroughly again, since "I don't want there to be any misunderstanding about what I'm offering," and then ask if there is anything else they need. I can't stress this strongly enough: Do all of this through the message system. I tell my guests that the system sounds an alarm on my phone and that it is truly the best way to reach me. But for you, it means there is a record of everything and they will know it.

You have the right to sound a tad exasperated at this point, but don't overdo it...just be curt enough to let them know you're heading towards your limit.

After this, you can set limits around your response time. "I'm glad we sorted this out, and I hope your stay is a good one. If you need anything going forward, I will try to answer as quickly as possible, but since I work fulltime, you may have to wait until I'm free." 

[Cameron-and-Bianca0]

The room has a double and a king single, 

I live next door and was in bed at that hour of the night

i have kept all communication via airbnb messaging 

Ive decided not to charge them but now I have included on my listing that if the booking is for 2 then the guest must let me know at the time of booking so that next time I will make a charge if they tell me at short notice as its alot of extra work 

However I feel alot of guests booking lately are not reading my listings nor my information text prior to arrival just looking at the pictures 

😞

[Eileen4]

I'm sure you've already thought of this, but you can remind them of the most contentious points in a message before they arrive. It sounds like you did remind them that they would be sharing a bathroom, but that they turned up and didn't realize anyway, which is frustrating, to say the least. I know that there are some strategies that hosts use to ensure people read everything, like putting a code phrase into the last part of a description and asking them to use that phrase in the first sentence of a reply. If they don't, the host asks them to go back and re-read. 

What I've done is put a lot of info in the captions of the photos. I think you're right that people just check the photos, so I make sure that anything that could be contentious is addressed in the captions. For example, I have twin beds that are stacked--one pulls out from under the other, and yet I've had guests say that they "wish they'd known." I went back and included two more photos of the bed(s) and pointed out how the bed system worked. I put that in the captions of two of the photos and the comments about it have stopped. 

Hosts who seem to have a problem with guests sneaking in have a variety of ways of dealing with it. I know that I tell my guests that security cameras are on the outside of the building and in the hallway (I have a condo in a four-storey building). Other hosts do things like charge an extra fee that is really expensive for the third guest. One Canadian woman here had a beautiful room and was always having people trying to squeeze in 3 instead of 2, when it absolutely was meant only for 2. She made a really high extra guest charge of $200 (or maybe 300, I can't really remember) for a third guest. Then she matched her damage deposit to that amount, which gave the impression that even if someone snuck in, she would have financial recourse to collect the money via the damage deposit. I'm sure there are other ways of discouraging extra guests, but I just know of these. 

[Cameron-and-Bianca0]

I think you are on to something about writing more info on the pictures! i will give that a go

thanks for your help,

while ive been hosting for about 8 months ive just taken on this 2nd listing which im managing for my neighbour,

of course as in the beginining with my own listing there will always be teething problems and I just have to remember that it took me a while (and still learning new things!) to fine tune everything 

[Robin4]

@Cameron-and-Bianca0 @Maria-Lurdes0 I have tended to adopt a comprehensive, but, 'minimalist' approach as far as my listing description is concerned, and I have found that really stops a lot of issues before they start.

I have an especially made 8ft long, exceptional queen electric bed which is the focus of my listing, and in my listing I say that this accommodation sleeps 2...of course indicating that bed! I also have in the listing a sofa/bed which I show in the photos, but make no mention of.....it appears as just a two seat lounge.  But I have had Mother/son guests travelling to a wedding who where, although only two people, felt a bit uncomfortable about sleeping in the same bed so, rather than have them rig up some makeshift sleeping arrangement on the floor I simple pull out the sofa bed and they express delight in this arrangement. By listing this way I don't get the guest that tries to bring in an additional person, but if they do I can stretch to it without any problems, and I get around the issue of two guests not being comfortable in the same bed.

Also (In part to satisfy local government regulations) I list my self contained cottage as a 'Private Room' and guests are overjoyed when they find that where they will be staying in an entirely private space...there is a considerable stretch or garden between the cottage and the main house! They are not going to run into a stranger on the way to the bathroom in the middle of the night!!

My advice.......don't charge for the additional linen! It will simply antagonise them for minimal gain on your part. You are washing one set of bedding when they leave, is it really going to make that much difference putting an extra set in the machine and remaking that other bad.....and as you say in a previous post 'spell out' what the guest is going to find, but, play it down so that when they arrive you there will be pleasant surprises and you will all get off on the right foot....cheers.....Rob

[Cameron-and-Bianca0]

great now the guest has used one of the housemates razors.....cant wait till they check out

[Sean29]

I need advice as well. I have had all great and normal guests until now (a year in). I have a guest complaining about bugs and "sanitary" issues and that the apt wasn't cleaned (after two cleaning crews have come). I'm concerned she will leave a bad review but her complaints are unfounded. What can I do?