Are these unrealistic guest expectations

[Krystal16]

Perhaps I am looking for a place to vent and sorry for making this so long, but I have a guest in my home for 3 days. I should specify this is not my home this is a secondary home that I chose to Airbnb because of the flexibility Airbnb allows. What I am wondering is when it comes time to review should I click recommend or not recommend, by clicking not recommend this impacts the guest by them not being able to instantly book but by doing this it allows future hosts to review previous comments before accepting. Therefore I guess the question is would the hosting community want the option to review this guest before accepting them?

I received the following communication late at night from my current guest,

“Good evening, we have things to tell you about the house: the chairs break the wood does not hold it is very very dangerous ... there is no stove nor enough glass of wine for 5 people there has no salad bowls nor peel vegetable and little dishes for a complete family! Given the price of accommodation we are disappointed!”

This message and the messages there after seem to have rubbed me the wrong way, and I wonder upon check out should I be giving them a poor review and not recommend them to other hosts, would other hosts not want to host this guest or am I over reacting. I am not sure if it is the accusatory tone in the message or the over use of exclamation marks but I am sure this will result in a negative review from the guest.

A little more to the story, this guest is a fell host and is from France, I have hosted other hosts in the past and I would expect the communication would be more fluid and less accusatory more helpful as in hey we would really like some wine glasses can you bring some over.

If a guest leaves my home and private messages me that I should add this or that to the home, I generally will pick it up and have it there for the next guest, if they message me during their stay and I feel it is reasonable I will get what they need and drop it of asap.

In this scenario the chairs, yes one of the chairs broke I am assuming that the chairs have been misused by past guests and wear and tear has occurred, they obviously will need to be replaced soon. In relation to there being no stove, they meant there was no pans for a family of 5 when I went over they only found 1 small fry pan 2 large pots, 1 small pot, previous guests put the other two large fry pans and the baking sheets in the drawer of the stove and the guests did not look. The vegetable peeler, they are right I don’t have one, personally I don’t use them I use a knife to peel vegetables, and there are three knives at the home. The house has 6 salad plates, 6 cereal bowls, 6 dinner plates (just found out only 5 as someone has broken one), 6 spoons, forks, butter knives, 6 coffee mugs, 4 espresso cups and saucers, 6 glasses, 4 plastic cups, 2 wine glasses (left by previous guests) am I expected to have every comfort of home including wine glasses, potato peelers, lemon zesters etc. I have bowls I guess they were looking for a large mixing bowl to put a family size salad in. I feel my price is reasonable, they are paying $152 Canadian dollars for a fully furnished 3 bdrm home with a kitchen a bathroom and newly renovated, considering hotels in the area without a kitchen would cost about $250-300 for 4 people I considered the $152 to be more than reasonable but obviously as they stated they are very disappointed. Is this a guest that other hosts would want to be warned about?

[MicheleandLouw0]

@Mark0 I am so adding an ice cream scoop! Never thought of that. Thank you so much.

[Farah1]

@Mark26 agreed! My husband and I have been planning on doing that, to *live* in the entire unit listing that we have which is on the lower level of our house. Fortunately, the unit has been very busy and fully booked that we do not get a chance to do that yet until today/tomorrow. Though I already know what I would like to improve for the unit when we upgrade the place, I think it's still important to experience it myself at least once.

[Jessica-and-Henry0]

@Krystal16

I think regardless of how "reasonably" priced a place is, there is still a minimum level of expectations like furniture not being broken, or if you say you provide dishes/cutlery/glasses then enough for the max no. of people you allow, so in my opinion the guests were not being totally unrealistic. Expecting a vegetable peeler? Maybe. (I have seen people who don't know how to peel veggies with a plain old knife.)

Even if you do not live there, I'm sure you have someone to clean up between guests. If prior guests put something in the wrong drawer, the person cleaning up should check if anything is missing, broken or has to be replaced, and also put things in the right place so the next guest doesn't have to open every cupboard and drawer to find things - I do not consider this a vaild excuse for the host not knowing about things being missing or broken before a guest mentions it. Also, I think you should keep a list of things you provide for guests (how many of large/small dishes, plates, bowls, cups, utensils, pots, pans etc. you have) so that there are no surprises. 

@Branka-and-Silvia0 and @Mark26 make good points. It doesn't really cost a lot to have a little more than the absolute basics. 

[Tracey84]

Yes, I would want to be warned.

I just had my listing paused because of guests who had unrealistic expectations and I would prefer not to accept these guests in the first place rather than receive undeservedly negative reviews which affect my business.

Seriously I got one negative review because the guest felt they could have booked a motel for the same price. Be my guest, I did not force them to book. And another one because there was no hair drier (the listing never said there was a hairdryer).

It’s starting to get a bit much, guest have to realise that you are booking a room in someone’s home, and while we try to make their stay as pleasant as possible by anticipating their every need, we are not a motel!

Perhaps Airbnb needs to inform guests that if they do not give a 5 star review the listing may no longer be available.

[Marit-Anne0]

@Krystal16

If they have a home or holiday home in France it is probable that they may be listed on places like Gîtes de France in addition to airbnb for example or have previously used an agency. Their comments seem to reflect this as in France with Gîtes de France or as a registerd holiday home with the town hall and rented by an agency, the place has to meet certain criteria related to equipment and you get a list with suggestions. Wine glasses are high on the list with the French - I think I have about 20. The list also suggested double the amount of cutlery/crockery to number of guests. So if your place sleeps 5, you should have 10 of each.  A peeler is standard equipment of course. The only one I knew that used a knife as a peeler would be my paternal grandmother - she was born in 1899.  So it is not about your needs and habits, it is about anticipating what your guests might need. 

The equipment does not have to cost you are fortune.  I get the standard white porcelain from Ikea; it is cheap and hardwearing.  

[Krystal16]

I am in no way trying to justify not having ‘’essentials’’ based on the price, the only reason I mention the price is because they commented on it by saying, “I tell you simply that there is a lack of cutlery wine glasses for a family of five! One reserves a housing and that it is not equipped for 5 adults! Given the price of accommodation we are disappointed!” The guest is making it sound as though my price is exorbitantly high I know Airbnb’s in Toronto who charge 10 times what I charge. I appreciate the advice and comments from the Superhosts, but as Superhosts most of you have had 1+ years to perfect your homes, add items in as guests make additional requests, I am 10 weeks in and have had back to back bookings. Of course I am disappointed that one of the chairs broke, the dining room table and chairs is what I use to have in my own home I never had an issue and am shocked that in 10 weeks of use by others that they are now falling apart, and obviously I am addressing, bench seating already purchased from Ikea. I also went out at 10pm at night and purchased 6 wine glasses and a vegetable peeler, mixing bowls and took it to them immediately. My questions were more around given the sharp tone that was used and the expectation to have wine glasses in the home, I am happy to bring you wine glasses but the tone is accusatory like I have somehow scammed them by not having a potato peeler. Today it is wine glasses the next guest it will be beer glasses, shot glasses, brandy glasses, where do we stop, and what is considered reasonable, as hosts we can’t predict ALL the expectations of the 7 billion people who might possibly stay in our homes. Another thing to note is I have stayed in many Extended Stay Hotels by Marriott; Homewood Suites by Hilton and in North America not one of these have had wine glasses if the Hilton family is not providing these things why is it so devastating to my guests that I have not thought of this, it isn’t like there is not 8 coffee mugs, 6 glasses, 4 plastic cups that they can choose from. I can hear the gasps of wine connoisseurs as I finished typing that last sentence, lol.

@Mark0, great suggestion about being able to cook a meal, this is actually what every host should do before they even open the unit for occupancy wish I would have thought of that. Although, even if I was to do that since I don’t drink wine and there are glasses for milk water etc. I wouldn’t have noticed and because I don’t use a vegetable peeler I wouldn’t have noticed that this was missing either, I also would have the foresight to check the drawer in the stove to see what type of cooking supplies were there. It would be good if Airbnb had a list of what should be included in a standard kitchen, at least it would give hosts protection in saying well I am fully stock per Airbnb standards.

@MaritAnne that is interesting to know about the Gites de France, I am not aware of anything similar to that in North America, it might exist for actual registered BnB’s but BnB’s here are not set up for guests to do their own cooking generally the host lives on site and cooks meals for all the guests.

@Tracey0I would agree with you and I can see you also are a level 1 like me which means you are likely new to the hosting arena, I had a guest give me a 4 rating across the board with overall comments of Great spacious and well equipped house, just missing a washing machine and dryer but otherwise great! , my listing at that time didn’t mention a washer and dryer and if that is important you can search for that in your filter criteria. Take a read of this article, https://www.forbes.com/sites/sethporges/2016/06/29/the-one-issue-with-airbnb-reviews-that-causes-hos...

I have actually printed this off and included it in my house manual and asked guests to read this before rating. If my guests come in and find the beds unmade I expect a low rating in cleanliness, or overall experience but I certainly wouldn’t expect a low rating because I only have 4 pillow on the bed and at home you like to sleep with 6.  I also had one guest tell me that the mattress was old, I told them it was 4 months old they then replied and said well it was too soft for their liking.  I didn't realize I needed to purchase sleep number beds.

[Marit-Anne0]

@Krystal16

The tone is Fringlish - they do not know how to be polite or how to ask nicely in a foreign language, so it all becomes very stilted.  

B&B can also list on Gîtes de France, they are divided into different categories, holiday rentals being the majority. And you are ensured they are legal, inspected and conform to a certain standard.

https://en.gites-de-france.com/holiday-rentals-Languedoc-Roussillon.html

[Todd-and-Reese0]

Not sure if this is only an American thing, but we have dollar stores here where everything is only $1. For the properties that I co-host, they are stocked with these items only. Wine glasses, cheese grater, veg peeler, etc. All only $1 and thus no big deal if they break. Wondering if you have this option or maybe thrift stores or someplace cheap to stock up.

[Krystal16]

Thank you all for your comments, I have decided to go with what I think is pleasantly worded honest review, I will be recommending her, and it will be up to other hosts to read my review and determine if they want to host her, if so interested here is my review

********* and her group respected my home and took great care of it. There was a sink full of dishes when the cleaners came in and clean dishes in the dishwasher, the house manual @ the unit requests that all dishes be cleaned and put away but my house manual is in English only so that is likely the reason why. The garbage policy was adhered to for recycling so that was fantastic.

A chair did break during their stay, I believe this is general wear and tear and certainly not caused by the guest and any misuse on their part. I was informed immediately when this occurred and also given a list of things that were missing from the home, wine glasses, vegetable peelers, large salad bowl. I promptly delivered these items even though it was 10pm, the guest explained that she was very disappointed in the lack of fore mentioned kitchen supplies and that considering the price it was very disappointing.

Given the guest is from France I believe her expectations of an Airbnb is likely more in line with the requirements of a Gîtes de France type listing, or she may be better suited for a hotel stay instead.

Although thankfully this has made me look at my listing more closely and after speaking with other hosts I will be making some definite tweaks and improvements.

Thank you *********

[Krystal16]

Oh and I got a 2 out of 5 rating

[Marit-Anne0]

@Krystal16

Just so you know, a gîte is self catering accomodation and suggesting they are better suited to a hotel is ridiculous and would reflect badly on yourself. Keep it short and to the point. They were not bad guests at all, just somewhat disappointed with the lack of kitchen utensils and equipment. Your place did not meet their expectations.

[Krystal16]

I was told by another host if I added in they would be better suited for a hotel that is a hidden warning to other hosts that is why I said this

@Marit-Anne0

Do you understand french well do you understand their review?

[Marit-Anne0]

Yes I do, will look into it tomorrow. Late evening around here now.

They were not horrible guests, just pointed out what they were unhappy/ dissatisfied about. Normally, this is normal procedure and the host is supposed to rectify without undue delay. Which you did. Warning other hosts would not be necessary, they were not bad guests, just pointed out necessary improvements.

[Krystal16]

And here is her review, as well as a report to Airbnb about my listing being inaccurate but I don't understand french and not sure how well the google translate works

Public feedback

Le logement n'est pas comme dans l'annonce c'est à dire que vous louez "normalement" un logement entier mais finalement il y a un second air B'nb au sous sol. Très loin en terme de temps de Toronto compter au minium 45 Minutes à 1h la voie est constamment bouchée. Manque d'ustensiles dans la cuisine, canapé clic clac avec des tâches dessus, les chaises sont dans mauvais état (se déboite, les vis sont apparentes). La propriétaire reste cependant disponible et c'est déplacée. La Maison reste cependant très bruyante la voie rapide étant à proximité. Rapport qualité/ prix pas intéressant.

Private feedback

Logement éloigné de toronto, le trajet de faire en au minimum 45/1h de route avec les bouchons continus peut d'équipement dans la cuisine même si la propriétaire à ramener des bols et des verres , chaise cassées et très dangereuse et surtout Maison bruyante les route à proximité et le manque d'insonorisation sont un point négatif ! Dans l'ensemble nous sommes très déçue au rapport / qualite prix !

[Willow3]

To save others copy/paste into google translate:

Contact Us The accommodation is not as in the announcement ie you rent "normally" a whole accommodation but eventually there is a second air B'nb in the basement. Very far in terms of Toronto time count at least 45 minutes to 1 hour the track is constantly clogged. Lack of utensils in the kitchen, sofa clicking clac with tops on, the chairs are in poor condition (loins, screws are visible). The owner is however available and it is moved. The house however remains very noisy the fast lane being nearby. Value for money not interesting.  

Private Feedback   Accommodation away from toronto, the ride to do at least 45 / 1hour drive with continuous plugs can of equipment in the kitchen even though the owner bring down bowls and glasses, broken and very dangerous chair and especially noisy house Road close and lack of soundproofing are a downside! Overall we are very disappointed at the ratio / quality price!