Guests who don't know when to stop!

[Robin4]

For years I have been saying I do not except hagglers, people who ask lots of questions. But every so often you do get caught.

Current guest booked for 2 adults........it was one of those sort of bookings I accept in a heartbeat....just pay and stay... "Coming for a wedding, can't wait to stay'!

That was at the start of September, great.......Second message, (3 months down the track) all of a sudden there is a couple of kids, she was just making sure she booked....nope not showing up here so I ask how old the children are and she says 4 and 6! Now coupled with the fact there is no profile photo this is where I should have pulled the plug...particularly as she has waited 3 months to tell me this bit of information, stay is less than 3 weeks away, how much of a pri*k do I want to be. I said ok I will make arangements for the sofa bed to be used, this not Japan, I could not imagine 4 humans sleeping in the main bed! 

See, I am breaking my rules all the time!

Fast forward to this Tuesday just gone and look what pops up in my inbox......

Low and behold my reservation booked and paid for two guests has turned into FIVE!

Now every bit of logic under the sun sun says at this point....cancel them!

But two days before the stay....why did I not act on the advice I have given others here for years....because it sneeked up on me.

Well the tribe are now here, the kids are running around trying to rip the tail off the dog, I have put myself out with a bedding scenario right out of 'Captain Snooze'  and I have now been informed that this last interloper may actually have to stay till the weekend!.....Sunday to be precise!

The problem with this whole thing is, the woman has not said a word to me since her arrival, it has all been left to husband to break the news and I can see what is coming a mile away. When the review process comes around she will forget all about the fact that she booked for 2 and turned up with 5. She will only remember how squeezy it was and how it did not suit their needs.

My own fault, I have broken all my rules and this one will no doubt be a learning curve for me!

The only good side for me. it is bloody hot here today but, I ran an air conditioning business in my working life. Here are the current temp stats currently at 7.00 pm.......

It is still 37c (98f) outside but it's a nice almost chilly 20c in the cottage.

I hope they remember that come review time!

Cheers.....Rob

[Robin4]

@Lawrene0

That lawrene is exactly the feeling put beautifully to words.....'I don't want to nickel-and-dime them'! Although rightfully this nickel & diming turns out to be $180 over the 4 day stay...$15 per addional guest per day after the first 2!

My concern is this listing is not set up for this amount of people, there are cases, bodies and 'stuff' covering almost every square inch of the space. This is where accidents happen and that is why I have already opened a ticket on this one, I want the company aware I may need help here.

Have a great new year Lawrie.

Cheers.....Rob

[Susan1188]

Do you have an extra guest fee on your listing?  Maybe include one anyway, you can always waive it, but it makes it much clearer about the rules.

You are probably right too about them then complaining that the space was too small after bringing 3 extra people.

How did that work out?

[Robin4]

@Susan1188

Yes I do have an additional person charge quite clearly stated Susan but, if a guest is going to work their way around that by being deceptive, trying to enforce it will not end up well for me. It will just breed resentment.

I need to make them realise I have done my best with a playing field that is shifting all the time and make them feel guilty for taking advantage of that. I see that as my best option!

Cheers.....Rob 

[Lynette57]

Hi@ Robin, I m surprised that you allowed it to go this far. To be honest I dont think allowing people to blackmail you out of your income is worth having superhost status for.

When I search to stay with AB&B, I very rarley stay with a superhost, I do always tend to stay with people who give and get honest reviews.

Superhosts always tend to give guests less than honest reviews just to keep their status of the little gold badge on their picture.

I personally have found that the more NORMAL hosts tend to sit around the 4 star review section and the things they are normally detracted for are , Location, neighbours, noise, somtimes an inconsistency of a small amount of dust or a dead bug on a window ledge.

Things that i consider to be part of a normal life.

I have gecko's in all of our property's that is natural in our bushland country area, and between cleaning time and guest check in time they can poop in many places. I would hate to be judged on what is nature. Even though we do the best we can to ensure that the properties are spotless after each guest.

Losing $180 dollars in additional guest fees is wrong, when the power costs for cooling, and additional water, and linen cleaning charges would proberbly use most of that anyway.

You are just a huge softy, You have practically given them their holiday break at your own expense. Their payment to you would just cover your actual costs, 

Oh well a glass of red with Ade in the garden will make you feel good and you will write a 5 star review for your user guests. and you will go on..

It is people like yourself that keep the world turning so the younger generation can continue to feel that they gave you the privlidge of giving them their needs.

Enjoy 2019, Im heading to Canada skiing for a month, Back in March to start doing it all again..

Cheers to you both, Lynn

[Susan151]

---

@Lynette57 wrote:

Hi@ Robin,

Superhosts always tend to give guests less than honest reviews just to keep their status of the little gold badge on their picture.

each guest.

---

*THAT* is quite a statement! Do you have any documentation to support this contention? I will say that I have never inflated a review for any reason. I have never chosen to not charge for an extra person to bribe anyone for a good review.

[Cathie19]

I totally agree with you here @Susan151. I’ve always given honest reviews and less stars and blocked guests, even when I have been left feeling awful doing it. Luckily I have generally had great guests, but I live on site - which seems to make things easier.

Sorry @Lynette57, I believe your statement is incredibly sweeping.... but our thoughts are allowed to be different. Though may I suggest you don’t show bias towards a hosting group, but instead, please accept each hosting experience for what it offers you at the time.

🙂

Cathie

[Susie111]

@Cathie19

Hi Cathie, could you please tell me how you manage to block horrible guests?

I have not been able to do it and I even called Airbnb to ask why I can't block guest 

they said WE DON'T BLOCK GUEST'S. 

[Cathie19]

Hi @Susie111. In the past you could go to you messages inbox and click on the dots, and report/block guests.

once this was done, the guest could not see your listing. I also can no longer see guests that I have blocked. ((Currently I am not seeing the word block, as I use to...) but this is also where to report scammers etc.

However, this link is a thread of information from @Lizzie stating that if you review them with three stars (or less), that blocks them.

https://community.withairbnb.com/t5/Airbnb-Updates/New-Get-guests-you-can-trust-every-time/m-p/432511#M17...rbnb-Updates/New-Get-guests-you-can-trust-every-time/m-p/432511#M1722

[Susie111]

@Cathie19

Thank you!

[Robin4]

@Lynette57

Lynn, you can rest assured there will not be a 5 star review coming for this lot. This is only the third time in 300+ guest stays that I have become uravelled so, it is not something I automatically take into account when accepting bookings. I only allowed it to go this far because 'this far' only came 36 hours before they were due to arrive. We are all wiser in hindsight and looking back on the conversation stream, I would now of course played this hand a bit differently.

I am not sure about your comment re Superhosts buying 5 star reviews come what may. As hosts, no matter where we sit in the stats, we all try to do our best to keep ourselves, our guests and the company happy, and that ends up in the review system.

I cannot tell you how many times I have seen the host give a guest a wonderful review only to eat their words in the review response when the guest has come up with a few complaints. The guest was lovely.... till they weren't!! It doesn't take a superhost to be in that position!

Superhosts actually try harder to keep that badge because, it is money in the bank and Lynn, that's why I do this, if there wasn't a dollar at the end of it I would be writing a book, going away a bit more.

You are right I do gloss over triviallties but, we are in the hospitality business, and if you want to stay in business you do not nail a guest because they didn't take the garbage out or left the towels in a pile on the floor and dishes in the sink.....this is a part having strangers in your environment!!

I am envious, a month in the snow. I still have a couple of sets of skis ( A good set of 'Heads' and a set of rock hoppers) but only get out once every three years or so. It's amazing how it comes back to you though! Those first couple of runs I look like a bunch of snow gum branches rolling down the race line, but it doesn't take long to gather it up and get back to neat. Half your luck Lynn, enjoy and come back soon so we can see some more of your great contributions!

Cheers......Rob

[Susie111]

@Robin4

Hi Robin,

I feel for you.... 

It only shows how generous and helpful human being you are toward your guests.

What about if this guest don't bother to write a review as some guests can't be bothered, you could maybe just leave it?

[Robin4]

@Susie111 Hi Susie, hope all is good over there!

Well this is day three of the 4 day stay, I have lost track of the people coming and going, today is the day of the wedding, the reason they came here. At this point I am just hoping there is not too much damage, they are quiet enough, the kids are not badly behaved now they have got over the novelty of the dog! The husband is pleasant enough and seems to be reasonably responsible....the older nephew is like 'creeping jesus', he just shuffles in and out like some shadowy figure without making any eye contact. The woman who booked has not approached me in any way, did give a wave on her way out yesterday but that is the extent of our contact.

I will review them and provided there is no major damage I will just keep it short, something along the lines of .....'Two guests turned into five and although pleasant, this stay did tax the capabilities of my property and my ability to host. I hope my accommodating efforts did not go un-noticed!" 

I will leave it at that and hope that other hosts will understand what is being said!

Good on you Susie.

Cheers.....Rob

[Cathie19]

Hey @Robin4, I feel your pain! You and Ade must be feeling pretty jaded by this guesting group.... having just done the wedding bit myself, although not your problem, maybe the babysitter couldn’t look after the kids, and then the third “extra” came by default. Not your problem, but these events can snowball... and you’ve got caught in it!

I certainly can’t advise what to do about the money, but I might consider messaging something along the lines of: 

“ just checking in with you regarding your stay. I hope the wedding has gone well and that everyone getting together has been a joyous celebration. With regard to the current weather and my homestay space, I hope you are absolutely enjoying the efficient air conditioning system it offers. Although, with three extra people within the space using it, this may have gone unnoticed. So when you consider writing your review for the space, I would appreciate it if you would take into consideration, that you have been allowed to bring extra guests at no extra charge, into a space designed for “?”.  I have chosen to not pursue the extra $180 guest charges at this time. If you have any concerns regarding your stay, please do not hesitate to let me know.”

This way, you have reminded them of your generosity in a backhanded way, and also documented concerns that they have extra bodies in the space. This will then also validate your own review. You haven’t suggested the waiving of the fee is a gift... as this may have them expect it from other hosts, but that it hasn’t gone unnoticed.

- Even if you leave your review till  the final day 14, do mention, that for whatever reason, how they showed deliberate creep of numbers, so other hosts can see it.

- Alternatively, add, “I won’t pursue the full $180 for extra guests in your reservation,  but I request payment of $? as a new year special for you this time. This will be sent to you separately, tomorrow.”

I hope this gives you something to consider.

🙂

Cathie.

[Robin4]

@Cathie19

You Cathie, of all people here can understand exactly what is going on, because you have sat in the cottage....can you imagine 5 people eating, showering, sleeping in there?

At this point it seems to be working, people coming and going but no fights, the only thing I am critical of is the a/c has run the whole time they have been here....even when they are not, but fortunately yesterday was cooler than expected and it probably didn't run for more than 15% of the time.

Every now and then, this is going to happen with hosting, you always think you know just what you will do and how you will handle it, and I am disappointed in myself that this stay did take place! But ultimately it will be good for me because I will take lessons out of this, and in two weeks time, it will be a memory and I will just get on with hosting!

All the best to Garry, mate.

Cheers.....Rob

[Cathie19]

Yeah we are well @Robin4. Garry up early bike riding this morning...... ugh! Lol...

Your space is lovely, but would be definitely be under strain.... like yourselves! 

Take care, breathe deep... for **bleep** happens, even when we are looking out for it! 

When they go... just go to that cellar of yours and break a bottle out for you and Ade.

The nightnare has ended, the space is back to its glory - and we made it!