First Time Guests who I cannot please, and who brought an unannounced guest

[Nikki4]

I have been hosting for 3 years, and have been a Superhost for over a year.  My new listing just came online this week, and I have had 1 group tell me that they love it.  Now, my second group is staying at the new house. It is group of 5 guests, all First Time Airbnb Users (never again will I host First Timers- too many bad experiences).  Their reservation is for 3 nights.  Today, after their second night, one of the guests called me to complain that one of the beds was unacceptably soft.  She said it was so bad that her friend was forced to sleep on the floor.

I apologised profusely and offered them a discount (I understand that sleep comfort is a very subjective thing but I want my guests to be happy). I also offered 4 different sleeping options to try and make their last night sleep better.  I offered to bring and set up a Queen Aerobed or a twin cot.  She said no.  I told her if he really prefered the floor, I would bring an inflatable camping pad at least.  She said no. I offered to bring a twin bed (which I was planning to deliver and set up after they checked out tomorrow anyway), which has a firmer matress and box spring.  Again, she said no, insisting that the guest was resigned to just "stick it out" on the floor.  She made it clear that she was very unhappy with the situation, but also made it clear that she did not want me to come over to the house.  She was polite about it, but it left me feeling icky.

I'm perplexed and worried about getting a negative review, but I'm not sure what to do other than offering a discount and 4 different sleeping arrangments (which were all soundly rejected).

1)If the bed was unacceptable, why would they wait 2 nights to tell me?

2) Why call and complain about the bed, but not accept a new bed being delivered to the apartment?

It always irritates me when guests wait until the last minute to share a problem.  I have another apartment in the same building that I could have prepared for the unhappy guest if they had let me know right away.  I would have given the extra apartment to them for no charge.

Lastly, during our conversation about the bed, she told me that they had had an extra adult stay for the first night.  Addtionally, they have a 2.5 year old in their group who they are not paying for, even though my house rules state that kids are included in the number of guests. 

Overall, these guests are just a pain in the neck.

Should I write them a review, and if so, what should I say?

[Linda0]

Sometimes we can be too accommodating as host. You have given as much as you can so stop feeling you have to do more. She refused all your attempts to assist them with the bed issue. Don't let them get away with extra guest not paying. You might give her the option on discounting the extra guest for remedy to bed discomfort and definitely do a review and mention attempts to resolve issues in a short and sweet review.

[Marit-Anne0]

@Nikki4

A possible scammer trying to get away with the fact that an extra guest was brought in and getting a discount on top of that ?  

Did she contact you directly outside of the airbnb messaging system ?

The scammers are clever - knowing very well that you are terrified of getting a bad review.  To top that, they make sure you cannot prove they are scammers and you may be forced to give them an ok review.  You are lucky - you can pinpoint the fact that an unannouched guest was brought along and that is actually a breach of contract.

[Monica4]

My very first guest tried to scam me and get me to let them stay for free. Perhaps because it is a new listing, these guests picked it out so that they could demand extras or even a free stay with the threat of a bad review. Report them to Airbnb, as I did my first guests. Your guests are setting you up for a bad review - the uncomfortable bed is just an excuse. Perhaps a non-paying guest is sleeping on the floor. I would wander by and check out that appartment. There is a reason why your guest did not want you to enter the appartment. Find out why and then report them.

[Maria-Lurdes0]

I've had a family at one of my places this week that were also miserable and impossible to please.   Between the in-person welcome,  airbnb messaging system, the whatsapp messages, the emails, I was in communication with the group for five hours on the first day.   Everything was an issue.  A legitimate heat issue was addressed immediately and then it pretty well spiraled into every single thing to nitpick.   Once they had their fill of my time, then it turned to wanting extras.  Please bring them a microwave (listing clearly indicates no microwave).  Please they need an iron that has steam,  do i have any firmer pillows, on and on.   The day before they leave for a few days, to return for a second booking (I am preparing myself for more torture) then came the request that they check out late having already requested and been denied an 8 hour early checkin) and could they leave luggage in the apartment so that they don't have to take it all with them.  I told them they could leave one bag and I'd collect it to bring to my own apartment, but I only had room for one bag.  They wanted to leave NINE large suitcases!!  I'd had enough and told them no, new guests were arriving, no room at my house, find an alternate solution. I pointed out that they must have given some consideration to their luggage before arriving, so they'd have to find another solution.

Anyhow, this family has been the biggest pain in the neck ever.  I seriously want to punch every one of them.   Although I bent over backwards to be responsive and communicative, and provide them with reasonable solutions, I didn't offer them any discount or even discuss it.   If I had a different pillow then I took it over.  I took over a microwave because I unplugged my own and left it on their kitchen counter.  In the end, this is their vacation and I do want them to have a good time.  Some people just need to be in charge and see other people bend to their will, and once they feel they have the upper hand , they relax a little bit.   If, in the end, they leave me a great review, then I will remove the voodoo curse I've put on them 🙂

[Marit-Anne0]

@Nikki4

Scroll down to Sally the scammer and see it it fits

http://globalhostingblogs.com/2015/12/06/ten-guests-you-dont-want/

[Maria-Lurdes0]

Seriously, that awesome post should be required reading for new hosts.  So so good.

[Monica4]

Yes, Sally the scammer to a "T".

[Mims0]

So sorry to hear! sounds like you did everything and more to please your guests? Sounds like it is their problem that becomes yours, because of reviews..... I am a newer host, so am going to ask, is there a way that reviews can be contested? Seems like there should be, because of something like this!?  If there isn't maybe there should be? As my dad used to say, " there is 3 sides to every story... yours, mine and the truth" the "truth" being the objectivity of  the situation. always loved that saying because it is so true!
   Seems that a disgruntled guest could say what ever they please in a review, and other than being able to reply to their comment, is there a protocol in place to remove comments that are intended to harm a reputation? Hope it all worked out for you? Be interested to know the outcome!

[Kerry-Phil0]

What a nightmare!

If they had an extra person staying there without informing you, they have breached your House Rules/Contract and I would have had no hesitation reporting them to Airbnb. I am pretty sure if a guest is removed they can't review you but don't quote me on that

[Marg11]

We were delayed achieving Super Host for over a year when I cancelled a booking not knowing I should have asked Airbnb to cancel. They booked 2 adults and 2 children but forgot to book their toddler so cancelled when I found out before they arrived. We do not take under 2s due to an elderly terrier, who has access to the back yard and a frog pond. We relented once when a couple had flown in from overseas. arriving with an unbooked 18 month old. Ended up with milk powder in every nook and cranny,  inappropriate things used for bedding, child eating on the couch and noisy when Mum was trying to sleep as she was recovering from surgery. Both parents were unaccustomed to minding their own child! We relented again with the same family when the child was 3 and it was a much better experience for all.

[Marg11]

No, there isn't much hosts can do but if a guest threatened us with 'bad' review I would contact Airbnb immediately. However, after the first night we inquire how they slept, is there anything they need and what are they planning to do today. We want them to enjoy our place but avoid being manipulated.

We have a framed notice in our flat: 

Hi Guests:

Yes, we have mosquitos and flies so make sure doors are closed and that's why we have flywire on all the windows. Light a mosquito after dark is outside and cover your legs and arms

Yes, there are spiders which sometimes get inside but they eat mosquitos. Don't touch them.

Yes, we have cockroaches who are attracted to food so, eat in the kitchen, keep the kitchen spotlessly clean, keep lids on food containers, store food in the fridge and bin your rubbish.

Yes, we occasionally have mice, rats or possums in the garden or roof as we live near a swamp, grow fruit and our neighbour grows tropical fruit so don’t leave food outside and please close the rubbish bin lid.

Welcome to Australia!

If asked I teach guests about dangerous spiders and show them how to deal with them without poisons.