Broken House Rules

[Sophia-and-Matt0]

Hello Everyone,

My boyfriend are brand new to hosting.  So far we've had 5 guests.  One stole a bunch of stuff from our house (silly stuff like dish towels, tupper ware, and a candle), one broke into our locked Airstream trailer and broke the lock, and one tried to sneak in a cat, got caught doing it and then left us a bad review.  How much does everyone vet their guests?  I can't imagine that all guests are like this.  We've traveled with Airbnb before and we could never have imagined stealing someone else's things after they invited us into their home or sneaking our dogs in.

Disheartened

[Jane283]

Wow, this is awful! I vet the best that I can. In addition to requiring previous positive reviews from other hosts, I google as thoroughly as I can. Most of the time I find the info I'm looking for.  One of my recent vettings exposed recent criminal charges of possesion of firearms during violent crime as well as manufacturing and possesion of crack, meth, etc. That rez was canceled quickly. I have only had 20 stays, with one issue that was relatively minor. Google is your friend.

[Sophia-and-Matt0]

Thanks so much, Jane!  We'll be Googling from here on out!!

[Madison17]

So sorry to hear about these horrible experiences you've been having with guests! I agree with Jane, do a little digging and make sure the people booking your AirBNB are people you can trust coming into your home. I'd also suggest a good lock that you know will keep your items and off limit areas safe, as well as make things easier on the guests end. Giving out keys to your home is something we quickly realized isn't always the safest or most convenient way on our end... guests can use them to access any area it opens, can lose them, take them with them after checking out, etc. Other than common areas, we restrict guest access to of course getting into our home and then their room with a auto digital lock keypad. We tried like 2 others before this last one we recently got a few months ago, and we LOVE it! Seriously, the best thing that has happened to us and has made hosting not only feel more secure, but so much easier as it saves us a ton of time and worry! You can check it out on Amazon, I highly recommend it! 

https://www.amazon.com/AirLocking-Smart-Lock-for-AirBNB/dp/B0759NPC5Y/ref=as_sl_pc_tf_til?tag=airloc...

[Susie5]

Hi @Sophia-and-Matt0, I read the review by the unhappy guest D and your reply was masterful!  I hope you gave him a big thumbs down - as that was his only review, he will have a hard time finding another Airbnb host who will accept him.  Well done!  Sorry you went through this hassle, though.... 

[Linda108]

What a lovely home you have, @Sophia-and-Matt0.  Since you have experience being a guest, you make the common mistake as a new host in thinking that guests are like you.  Believe me they are not, so I can recommend a couple of listing tweaks.

1.  I suggest you delete the 2 pictures of the Air Stream.  It is not available to the guests, so it should not be featured in your listing photos.  You cover it's existence in your rules.

2.  Your rules are inaccurate as cannot have the guest "forfeit" the security deposit if the guest breaks your rules on the Air BNB platform.  Security deposit is accessed for damage claims only.

3.  You might add a picture of the security camera to your photos with a caption about respecting privacy but protecting property.

4.  Do you have a hard copy of the rules onsite as well as in the listing?  Good idea to combine rules with a welcome letter and some suggestions for enjoying Big Bear area.

5. Vetting guests develops over time but never only trust Instant Book criteria.  I like to engage guests in why they are coming to the area and offer to be a resource.  

6.  Do you have a local contact if something goes wrong?  Might consider getting a co-host who will greet the guests, review the rules and inspect after check out.  In my city it is a requirement of the license to operate a short term rental that there is a local contact.

Please don't be discouraged.  You have a lovely place, but each guest will teach you more about how to manage your space.  

[Sophia-and-Matt0]

Thank you so much, ladies for taking the time to share your experiences and suggestions!  We appreciate it so much.  You're right that every guest is a lesson and bad experiences serve to teach and to make us thankful for the good guests and for a supportive community of hosts like you.   

[Robin4]

@Sophia-and-Matt0......Vetting prospective guests is vitally important Sophia and Matt.

You are inviting strangers onto your property and you have to feel comfortable with your decision.

Just a couple absolute 'red flag' pointers!

1/. never rent to local, unless they have an absolute bonafide  reason for wishing to stay.

Now I understand your location in Big Bear Lake is not the centre of urbanism, but people who wish to party do not stray far from home to do it. The boss who wants that clandestine affair is not going to jump borders for the opportunity.

2/. Never, but never, rent to 'Hagglers'.....You have no doubt come across one in the supermarket fast lane as they haggle over the price of a tube of toothpaste that Colgate stop making three years ago! Hagglers ask questions, and the more you try to satisfy them the more they strengthen their ground and weaken yours.

Sophia, I analise every word of a request, enquiry (or message that comes with an IB) that comes to me .

When someone says "We have seen your lovely listing and want a few days away from the kids"...I can't hit that accept tab fast enough! They have come to me in a passive complimentary way and I know they will be fine guests to host.

When they tell me they are coming to the area for ...something or other....'Is there off street parking, how much WiFi is available, can another bed be set up, does the kitchen have a microwave '......I want to do a lot more digging around! What have there past reviews been like? How have other hosts found them? They have come to me in an aggressive manner and aggressive guests do not make good guests!

I would far rather decline a request/enquiry and take a minor hit in my commitment than go through the situation you are going through.

Listen guys, to put it in perspective, hosting is one of the best things I have ever done! Of my 118+hostings I have hosted a Human rights lawer from Brussels, a strawberry farmer from a southern province of China, a 'Cowboy' from the Black Hills of Dakota' I can't begin to tell you how many lovely people I have met through Airbnb, some of whom have become my friends. There would not be more than 2 I would not want to see walk up my drive and into my life again. 

But I make sure I keep it that way. I introduce comedy into my message stream to guage how self centred they may be, what there sense of humour might be. In short I make sure I get good guests.

Sophia and Matt, try not to be too discouraged but keep that radar switched on when a stranger comes to you.

@Linda108 has given you wonderful advice....as she always does! Take what she has said on board to form your strategy of how to handle problem guests, and take what I have said on board to keep away from them in the first instance.

Good luck, and have a great festive season.....Cheers.....Rob

[Sophia-and-Matt0]

Thanks so much, Robin.  It really helps to hear the wonderful stories that experienced hosts have about the great people they've met.  Matt and I will soldier on and incorporate all of the advice we've gotten into our approach.  

I hope everyone is having a wonderful holiday season!!   You guys are amazing!

[Helga0]

@Sophia-and-Matt0, you have a great property, very warm and inviting. The airstream looks lovely, 8 never saw a thing like that (not common in Europe). I would not remove the picture but set a rule, that it is available for photo shooting / useagainst a seperate fee. You enter it, you pay the lock and the fee.

your prices look reasonable, but if they are low in comparison with similar properties, raise them. Or make short stays more xpensive than mlong ones. (Cleaning fee and weekly reduction)

you migh5 remive the picture of the beer bottles and put tea and cookies . At least something served with ceremony in glasses or cups. Maybe add a picture or f a laid table. 

That are things you have to play around with, but to me, the bottle picture is a signal in direction of guests you want the least. It’s the least stylish one of yours. 

For vetting, I act a bit like @Robin4. I need some text from them and analyse that. If they are unpolite, I answer with a rebuke, either irony or very cynic, depends on the degree of offense. If they realise what happened and amend their address, we can work together. Otherwise they don’t book anyway. If the information provided is polite but not enough, I ask questions. 

With difficult people, it’s a question of dominance. Either you dominate straight away or you go under.

good luck!