Guidelines for guests who are new to Airbnb?

[Claire340]

I am currently hosting an elder couple who are trying Airbnb for the first time.  They are experienced travelers and I'm finding that their expectations are based on their experience with nice hotels.  I'm a 97% 5 star superhost and they are increasingly dissappointed because being in an Airbnb is so different than a hotel.  

They did not read my profile carefully and arrived here with one of them highly allergic to cats (I have two who are prominently featured in my photos and in my description) and expected me to provide benadryl. The next dissappointment was that I didn't have live news available in the room.  They have phones with them but not a computer and cannot watch the news as it happens.  Of course, it is listed in my description that I only provide streaming with Netflix and Amazon Prime.  

This morning we had a conversation because they had expected that I would provide daily maid service and make the bed and change the towels.  I appreciate that they asked and I summed it up by saying that when you rent a room in someone's house through Airbnb It's like staying with a friend or relative.  You are self cleaning through the duration of your stay and I clean up the room at the end of it. I can just see the bad review coming no matter how well I do as host.

What I'm wondering is if there is an article or document that helps new Airbnb guests understand what Airbnb is and what to expect compared to a hotel?

Thanks for your help,

Claire

[Lina53]

@Claire340

Wow.  Sorry you are dealing with this.  

Did you mention to them that your listing does not advertise any of the things they expected? 

I'd print listing and go over it with them.   Indicate that your place is not advertised as a fancy hotel and that it is the guest's responsibility to carefully read the details of your listing.  Politely (with a super warm smile) explain to them that your 5-star Superhost status reflects accuracy, etc.  This way they learn that a 5-star airbnb is not equivilant to a 5-star hotel.

[Claire340]

That was our first conversation.  I did say that I was surprised that they were surprised because everything was clearly laid out in the profile of the room and home.  They are still disappointed and adjusting.  They are here for 6 nights.  I'm hoping to win them over with kindness before they go.  I did print out the listing and the house rules for them and am sitting with a polite and non-judgemental way to offer them the information.

[Lina53]

@Claire340 Unreasonable individuals.  Thankfully they will be gone soon.  

BTW, your place looks really nice, peaceful and comfortable! 

[Leslie7]

Claire, there was an article in a magazine (Forbes, I think) about the rating system, and I saw that several hosts said they actually posted it in their rooms. Perhaps you could leave a copy of it in the couple's room? The good news is that with a 97% Five star average you won't be hurt by one lesser rating if they choose to do that. You can always explain to them how important reviews are to hosts, and how it could affect you.

[Kelly149]

@Claire340 There is a help center article written by abb:  How to be a Considerate Guest. I find it useful for new travelers

[Denise254]

Bonjour à tous!

Je suis moi aussi une nouvelle hôte sur airbnb et je reçois des visiteurs jeunes ...ou moins jeunes qui ne sont pas habitués à ce mode d'hébergement. 

Je pense que si airbnb a rédigé une charte des conditions d'hébergement pour les visiteurs,le site devrait nous m'adresser dès que nous nous inscrivons comme hôte pour la première fois.Libre à nous de l'afficher dans notre hébergement. 

Ceci étant, notre studio en Corse est à 47 euros la nuit et les hôtels en été a partir de 150 euros,donc ceux qui veulent un ménage quotidien peuvent choisir!

Amicalement,Denise

[Susie5]

HI @Claire340, they are not paying for a hotel either! You are charging either $77 or $95 it seems, for what look like very lovely rooms. They would pay at least twice as much in a non-descript chain hotel in Mountain View  (I tried to paste the screen shot from Trivago but no luck).

If they are really unhappy, and going to stay for a long time, you might consider letting them out early and sending them to the nearest Best Western where they will be unhappy as well, but at least not in your space!

I agree that one less than wonderful review will not affect your ratings. You will have the opportunity review them and say, "These guests would be happiest in a five star hotel, if such can be found at their preferred price point of less than $100 per night in our expensive location" so that other Airbnb hosts will know to avoid them!

[Zappa0]

I agree that a what to.expect if you're a first time guest would help. I also think Airbnb needs to have better ways to format the listing. It just comes up.as one big long jumbly paragraph. Bolding things, separate paragraphs etc. 

I have a key points section with numbered items. I looked at ot on the computer and it just lumps ot in with the rest of the listing. Really hard to read things like that. Html doesn't work either. 

[Kate157]

@Claire340  In my 4 years of hosting, I have probably had the most trouble with elder couples, and I say this as an elder myself. I don't think it matters what the listing says, or what is normal in Airbnb environment, they come with expectations and demands. It can be a challenge for a host to deal with. Just keep smiling and do your best to be reasonable and move on.

[Linda-And-Marc0]

Oh @Claire, sorry for your hassle.

@Kate157 nailed it when she said "Just keep smiling and do your best to be reasonable and move on."   Our go-to move is to suggest the unhappy ones cancel and go elsewhere, and we offer to refund any fees for unused nights.  This separates those who just want to complain from those truly in distress. Our place gets booked all the time last minute, so this isn't likely to hurt our revenue.

Also, we find that when we give folks special attention, it sometimes helps. Offer up a good restaurant or tourist recommendation, or a glass of wine.  This may sway some folks by showing the upside of Airbnb, not just it's negatives.

But ultimately, we all learn that some folks won't work out. So move on and look forward to the next group who will brighten your day.

Yours, Marc

PS Here is a group of well-muscled Millennials we hosted this past weekend, in town for the Fitness Expo. They cheered us with their energy and pink shorts they wore to call attention to their company

[Bonnie67]

I am expecting an Asian couple for a 7 night stay and I am writing to enquire IF  it is necessary to change  BED LINENS & TOWELS mid week  ~  Bonnie

[Linda108]

@Bonnie67  When to change bed linens is really up to the host.  Some expect to change weekly and some expect to change mid week.  Some provide the guest with a clean set so the guest has the option to change if they wish.  What works for you?  Since you specified "Asian guest" are you asking if there are cultural norms and expectations?

[Bonnie67]

Hi Linda:      Thanks  ~  I like your suggestion of providing a clean set of sheets  and allowing them to choose...

Thanks for the Response...   I'm a fairly new Airbnb host   ~   Warm Regards Bonnie

[David126]

There is no such thing as a standard AirBnB, I have seen listings for $10 and $10,000 a night.

Just a booking service with a very wide range of listings.

If they want to move to a Best Western I would say fine. Not worth the grief.