Guest being difficult - please advise

[Leyla5]

Hello everyone, 

I am a fairly new host, I have hosted 4 people through Airbnb and all short term. I currently have a guest staying she is supposed to stay for one month and she just got to my house a few days ago. I am hosting remotley so although I am avilable through the phone I am not physcially there. 

The guest complained that the place is dirty and not well kept, I have sent a cleaning lady to clean again although I did send her before my guest arrived. In addition she is requested amenities such as chopping knives and a vaccum cleaner which I do not have as my amenties on Airbnb. She also continuosly complains about the lack of amenities, although all of this is listed on my listing. She said she is going to speak to Airbnb about this, and now I am worried that she will cancel and leave a bad review. 

I do not mind her cancelling, in fact its ok because shes proving to be so diffuclt, but is there a way to contact Airbnb so that they can help in some way? Are there any suggestions from any of you? Also shes a first time guest and I think she expected the place to be more like a hotel. Any adivce is greatly apprecaited. 

Thank you! 

[Gerry-And-Rashid0]

@Leyla5

Therebjs single answer to this: cleanliness for example she Nat be right or extra fussy and you are not there to check. Ameneties: people don't expect to have to read through lists of literally hundreds of items: on this one if you are providing a kitchen I would have expected it to be equipped with basics like that. It's tough because once a guest's feels let down by one issue then other smaller issues also annoy them. We all do it! I would probate honest with them woman and explain you are a relatively new host, ask her is there anything else basic misssing that you should provide and (if reasonable) then provide it as asp. I that may go a long way to warding off a negative review. If you get a poor review then you can briefly and professionally say you were a newbies, your guest gave you useful feedback on additional items to provide and you did so. You come out as the winner.

[Joanna85]

I agree with what the other host said.  If this is one of your first guests, it's a great way to be broken in with someone who isn't afraid to say what she thinks is missing.  Funny when I first started I didn't have a few things..thinking if more than three peole asked for it, I"d get those things and it happened right away--so I got them. I get everything used...(I"m a super big cheapskate) and now am aquiring back ups in case things need replacing so I don't have to bargain hunt at the last second!  Now every guest is glad to have those things.  If you provide your kitchen...I'd say you need plates, utensils and BASIC items (a skillet, maybe two pots, a collinder).  Doesn't have to be Crate and Barrel but make sure basics are there.  A vaccum, broom, dustpan and mop...great ideas if you want them to pick up after themselves...doesn't cost much.  A cheap vaccuum is under $30...it might never be used, might be used on occasion, but a good thing to have there.  Regardless, people don't read the listings carefully...so when someone books, my advice is to put in the welcome text what is provided, if you choose not to provide anything.  "Just a reminder that while the kitchen is for you to use, there are no pots/pans/plates, etc provided!" or something like that..so they can see it AGAIN lol.

[Paul154]

I would want this guest to leave.

Be nice and concillatory to her. 
"So sorry, I can't meet your needs. I'm new at this and understand that you want you to leave. Airbnb will work with you to get better accomodations"

Warning - be prepared for her to change her tune, once she realizes you're not playing her game!

Then what will you do?

[Charles153]

I had an inquiry from a woman asking me for my telephone number so she could call to book if it fit her schedule. I asked her to book through Airbnb. I declined her inquiry because it kept repeating. Also, my house accommodates 3 adults. Inquiry was for 4 people.  Will I be penalized as a host for declining? 

[Ali40]

If this guest cancels, she can't leave a review at all. Just as you won't be able to leave a review for her. I would contact Airbnb, and explain that your guest is expecting more than your listing offers, and you are not in a position to provide what she is requesting. Ask that they relocate her and refund her money (and open your calendar so someone else can book the place). Otherwise, you are looking at a long misrrable month. 

[Charles153]

Thank you. That helps.

Charles

[Jessica-and-Henry0]

@Leyla5

I think other hosts that have posted a reply have all provided good, solid advice. As a fellow "new host", I just wanted to add that hosting long term and short term can be quite different. Depending on how long they will be staying (which is also highly related to WHY they booked with you), they have extremely different expectations and needs. 

If you think your listing is better suited for short-term guests, maybe think about limiting the Max stay days.

Personally, my listing and my hosting style are both better suited for long-term guests so I have set booking requirements and pricing (discount only for bookings longer than one month) to reflect my own hosting preferences. 

I hope you have been able to resolve the issue with your guest 🙂 

[Charles153]

Thank yu. I prefer short time guests but your advice is noted. Thank you.

Charles

[Sharon64]

Yes, describe what you just said on the platform and reach out to customer service via telephoen. Request they remove her. I removed one person and the above is exactly what I did. She deleted her profile when she left.

[Dee42]

I have had people who have booked and not bothered to check the amenties within the property.  I now have a standard message that I send to every booking enquiry.  

I simply ask them prior to finalizing thier booking that they check the amenties and the house rules that are listed within the property and that it has everything they will need for a comfortable stay.  I also let them know if they have any questions to please feel free to ask.  

This draws their attention to make sure they have everything they need and if there is any queries later you have covered yourself.