Complaints from neighbors

[Kathryn51]

We have been hosting for about 3 years now.  Our problem is that guests sometimes mistakenly turn into our neighbor's driveway instead of ours when they arrive.  We have put up a sign, put large, reflective traffic cones out by the driveway entrance (it is a country home), and have explicit instructions that we send to guests with directions about how to get to our house (not GPS) and highlighting the sensitivity about turning into the wrong driveway.  But inevitably errors occur.  After almost a year of no problems a guest made a mistake last night and our neighbors called me, very upset and threatening to close us down.

I greet all of our guests when they arrive but, given that it is a long commute and that people often come in more than one car, I am not there for every car that enters.  It is not difficult if you follow instructions but if a second car is coming up they may not get correct instructions from the first arrival.  These are all "honest mistakes" but too many for our neighbors.  And once it happens there is no way to remedy it.  Profuse apologies don't make up for the fact that someone has "trespassed." 

I am looking for any and all recommendations on how we can better explain/show how to get to our driveway and remedy this situation.  Thank you.

[Marit-Anne0]

@Kathryn51

Send a photo of the driveway and the signs.  Perhaps send an arrival document with photos/instructions sometime before arrival and a photo through the app the day before or the day of arrival.  Make sure your guests have the app downloaded.for messages on the go.

Bottom line - some guests are clueless and do not pay attention no matter what you do. In my personal statistics about 2%.

Perhaps tone down the rental and only rent to smaller groups - less annoying for the neighbours and less risk of multiple cars.

[Kathryn51]

Yes, thank you.  I was thinking of this AND a video with a request to send it to all those who will be coming.   Good to hear that you think this could be another way to reinforce. 

[Lawrene0]

This is more neighbour relations than Airbnb I think, @Kathryn51. We all know (as @Marit-Anne0 has pointed out) that no matter what you post (short of a neon sign at the driveway, and even then...) it will not be read or followed by all guests. 

So, it's down to placating the neighbours. 

Anyone using the term "trespassing" for honest, if clueless, mistakes, and not accepting apologies, may never be made happy, but you could try a gift. "Listen, I have done my best to let guests know not to pull into your driveway, but you know how people are. Please accept this bottle (case?) of wine/tickets to the big game/basket of fruit for the trouble it is causing you." 

Also maybe enlist their help in wording your instructions? "Here is what I have. What can we do to make it clearer?"  

[Kathryn51]

Yes, we have made inroads but another good idea.  Thank you!

[Branka-and-Silvia0]

@Kathryn51 

the main reason why rich people buy private islands is to get rid of neighbours... and I understand them completely 🙂 

[Lyndsey2]

Do you have a sign to mark your driveway clearly for even those guests who did not read your messages or look at your pictures? I've been considering getting something reflective with the name of our house or the Airbnb logo that I can put out when guests are arriving and remove at other times. Not because we have grumpy neighbors like yours but because guests often miss our driveway on the first pass.

Also, how does your neighbor intend to "shut you down?" It might not be a terrible idea to be well-versed in the rules and regulations of your area in case they try. You might even be able to preemptively ensure their complaints will have no effect. 

[Kathryn51]

Yes.  We have a sign but thinking we need to put a light on it to make it even more clear in the night. And yes, we are going to do our own research.  We live in a rather laissez-faire municipality but it will help to get a better handle on all the do's 

[Kathryn51]

And don't's.

[Paul154]

How stressful. Bullying neighbors are the worst.

You are doing your best. You have obviously tried to remedy the problem and you have reduced the errant behaviour.

Now you have to stop your bullying neighbors.

 The next time they complain to you, apologize and ask them what you should do.

You can point out how you have reduced the errors, then ask them for suggestions.

They probably won't have any reasonable suggestions and use this opportunity to berate you.

At some point you need to shut them down. 

"I've done everything reasonable. You have not been harmed. I will continue as is."

As you say you have a laissez-faire neighborhood, you will probably be OK.

Their ability to shut you down is very limited. Will the police really be concerned when your neighbors call to complain?

NO. They police have better things to do.

[David126]

Perrenial problem and I do what I can but with some people it is a mystery, even had a review a few months ago mentioning they should check with me to make sure they know where the Building is.

Very large Building in a very small town.

Detailed directions on confirmation

I send a reminder a few days before arrival which also includes directions

Building is actually specifically mention on Google Maps.

You can not cure stupid.

[Lisa658]

@Kathryn51

If you greet your guests personally, you could have them call you from the start of the driveway and go and meet them there.  If it was me, I would put up a gate that they had to get out of the car to open.  You could have a name or numbers on the gate and once they know where they are supposed to go, the gate could be left open.  You could put a small solar light on it so that they can see when they get there in the dark.  If that doesn't work, put a combination lock on the gate so that they know for sure they are at the right place!

Lisa

[Alison1]

Can you put up a gate so they know they aren't at are a gated driveway, its not the right one. 

[Kathryn51]

That's not an option but we have put up traffic cones and that seems to be helping.  Many thanks!

[Sarah977]

I don't know if it would be allowed in your area, but you could come up with a little logo which you send your guests, then put up little signs with the same logo along the route (like tacked to trees by the side of the road), so they know they are going the right way and tell them the last logo sign will be at your driveway entrance and to please not enter a driveway where they don't see this sign. The logo can be anything you like-a flower, a cartoon character, or something that you feel represents the space you offer, not identifying you as an airbnb host or anything like that. I also live in the countryside and I know some other hosts around who do this. I find more people are visually oriented than intent on absorbing all the information you may send in writing.