Hosting - not off to a good start

[Tim647]

Hi folks,

I'm a new host, and I'm hoping to get some feedback from experienced hosts.

It seems my first venture into hosting is already getting off to a rocky start. I want to know if the following situation will cause me to get a negative review:

I just started listing my property 10 days ago. Within 48 hours of publishing, the first reservation came in through instant booking.

I live on the property in a sectioned-off area, and guests have their own entrance and the place to themselves. I make it clear in my listing that I am on site during guests' stay.

The first guests arrived the night before last for what was to be a three-night stay. However, I noticed last night in my inbox they had canceled their stay, 24 hours after arriving. 

Apparently, they decided the place wasn't to their liking, and they left and went somewhere else. They weren't even on the premises for more than half an hour.

Airbnb issued them a full refund. I wrote the guest a polite note apologizing for their needing to cancel, and asked if they could provide an explanation to help me understand what the issue was that caused them to change their mind and leave.

I'd be curious to hear from other hosts if a) you've experienced this, and b) can this cause me to receive a negative review from the guest?

The potential for a negative review before I've even gotten off the ground is my biggest concern. What is your take?

*Of note: before anyone responds obvious fault-findings such as with "did you clean?" the answer is yes--I will see what the guest says, I just want to know what the potential consequences of this situation are.

Thanks in advance!

[Emilia42]

@Tim, if I were you I would change your listing to private apartment as opposed to entire house. I have read a few posts on this forum about guests becoming upset because they thought they rented an entire house when come to find out other people were on the property - whether it be another tenant in an attached in-law apartment or the home owners in the guest cottage across the backyard. 'Private Apartment' implies that there could be other people around, in case they see you pulling out of the driveway or coming to the front door to get your mail. If they don't see you at all then the guests will likely be surprised by the privacy.

[Paul154]

@Emilia2

I agree and disagree with you.

Yes. If you say it is an entire house, there will be guests who are very unhappy.

Yes. If you say it is an entire house, there will be guests who are unhappy that one room is locked off.

However, his unit is the top floor so feels like an entire house AND it complies with  airbnb's definition of "entire house".

 I have a similiar listing and define it as whole house. Occasionally, people are freaked out that one room is locked or there are people accessing the back detached studio, but I don't really care. They are extremely unsophisticated if they think they are getting a whole property for under $100/night.

[Emilia42]

@Paul, but why not tell guests it's an entire apartment as guests will still be booking on account of the private space. Then they will have that 'wow factor' when they get there and realize this apartment is as big as a house! For cheep!

[Tim647]

@Emilia42 @Paul154 LOL! Thank you both for getting into a debate on my behalf. 🙂 I really do appreciate it.

Both of you make very good points. Lots to consider here. Your guidance is very helpful. I will take everything you said and see what I can do with it. It means a lot to me you are discussing this, thank you.

[Daniel2195]

If you’re staying on the property, let alone in the in-law downstairs, you should list as a two-story FLAT instead of a “house”. That let’s guests know that someone else (you) will also be in the building with them, but that they’re renting a seperate and private space. Otherwise, unless they read all the fine print, they’ll be expecting a completely private and seperate house all to themselves (which isn’t what they’re getting)..

[Tim647]

That's helpful @Daniel2195, thank you. I will give that consideration.

[Christine615]

@Tim647

First - your house is adorable. I was recently at the Spy Museum in Washington D.C. and the entire basement level is devoted to James Bond themed activities. If you haven't been, you might enjoy it.

Second, technically it's a single family house and the photo shows the exterior of a single family house. But you are staying there. That's where you got tripped up. It isn't a "whole house" if you are living in part of it (even if downstairs). Any amount of noise or sense that someone is around may be too much for those wanting a "whole house by themselves" experience. And because of that they were able to activate the "guest policy" on "travel issue."

https://www.airbnb.com/terms/guest_refund_policy

I own an "under-over" duplex. It was built that way in the 1920's. So I have to make it clear that people are renting the entire second floor. Only the building entrance is shared. Otherwise each unit is individually locked. So I'm able to say it is the "entire place" and it is on the city zoning books as a duplex. Still, I don't say entire home, I call it an apartment on the platform.

I think "Guest Suite" works because what they're getting is a lot more than what I'd expect from a Guest Suite and it might increase the odds of a five star for value. It also lower expectations of having the entire property to themselves.


Welcome to hosting. All in all, after you modify your listing, I think your next guests will make you feel better about the experience. I'm at the point where I'm getting requests from repeat visitors.

BTW - for a review - be objective. Just say "Guest cancelled at last minute." That's honest, and it will serve as a clue to future hosts to be wary of them.

[Tim647]

@Christine615 That is an excellent point on raising expectations, and I'm glad you brought that up. 

You are right it is a single family property, but it seems clear at this point, based on people's feedback, I should redefine the terms. Do you recommend putting "Guest Suite" in the description title?

And good advice on the review. I will do that. 

Lastly, thank you for the "adorable" compliment! I have not been to the spy museum in DC yet. However, I did go to "Bond in Motion" in London, which is an exhibit at the film museum of all the cars and vehicles used in the movies. It was fantastic!

[Christine615]

@Tim647

Yes - let them know it is a large 2-story guest suite with private entrance in your listing description. I would put it in the first line of the description.

Then people will be thrilled with what they get. I recently stayed with a host in Atlanta and I knew right away that I was in a guest suite below her house (so more like your mother-in-law apartment). 

Your place looks fabulous.

And if you ever get to DC, the museum is only a few blocks away from the National Mall. Make sure to touch the shark video wall on the bond floor if it's still there. It has a surprise ending if you touch it 🙂

[Sarah977]

@Tim647  I think you should remove the front of house photo. It adds to the confusion about about an "entire house" issue and it's also a security risk for hosts to make their house easily identifiable in their listiing. You can always send the photo to guests day-before check in so they can easily recognize it.

I have to say the bed doesn't go with the Bond theme. It looks more like a teenage boy's bed. To go with your theme, it needs to look sexy- lots of cushy pillows, not those flat little things, and some jazzier bedding, not a plaid.

[Tim647]

Thank you @Sarah977, good point about the front of the house. I will remove it.

I understand what you say about the bed. I will do what I can. Remember, I'm new at this. 🙂 

[Christine615]

I agree. I don't use a photo of the front of my house for security reasons. With your house it may be less of an issue because it's similar to surrounding homes. So do what you feel comfortable doing.

[Tim647]

Everyone who has posted responses to my thread here has been super helpful. I'm very grateful.

The points people have made to exceed expectations and raise value by redefining the terms has been well-made, and I graciously accept. I have made the appropriate adjustment.

I have since updated my listing as "secondary unit," property type = "Guest Suite" and room type = "Entire home/apt."

I'm glad I started this post, you all have been superb.

What else do I need to know that would be helpful? 

[Christine615]

Just know you'll get good guests and occasionally a few that defy description. We all had to learn by trial and error and learning from each other. So adjusting your listings as you go is part of the process.  But so far, I've been in this for about a year and a half and I've had a great time.

Welcome to the host family!

[Katie201]

@Tim647 I think we have a similar set-up and I have never had a problem having selected "home" as the type of accomodation (as opposed to "apartment") and including a photo of the front of the home. The one time a guest tried to get a refund by saying it wasn't clear that we lived in our basement apartment they didn't win. I made the set-up of the home very clear in several places within the listing. Even when revisiting the accommodations option just now, when you select "home" it says below the selection that duplexes are considered "homes" even if they share a wall or outdoor areas. "Apartments," they say, are multi-unit residential buildings. Selecting the "guest suite" under the "secondary unit" option might be more accurate, but because it's the main part of the house that we're renting out and you/we live downstairs, I don't think guest suite is entirely accurate because guest suites/in-law apartments are typically considered to be in the basement or a smaller, lesser part of the home (where I am, at least). Since I'm offering guests the part of the home we lived in until we finished our basement, I consider it a "home." And we've had zero problems in the 2 years it was listed. 

I also have another home on Airbnb that can be split into up/down duplexes by locking a deadbolt on a door inside the home (so it has 3 listings) and no one who has booked one of the duplexes has complained about those either, despite me labeling the duplex listings as "homes" and not "apartments" and including a photo of the outside of the home on both duplex listings. Within the descriptions I do almost immediately say it's the upper or lower duplex so that guests who are quickly glancing are more likely to notice it. But again, Airbnb explicitly pointed out that duplexes can be labeled as "homes." Other hosts are obviously free to label their unique listings however they see fit, but I just wanted to post so you knew that you aren't in the wrong like so many other hosts here are telling you. Best of luck!

(Just FYI: If you were hoping to view my personal home listing by going to my profile, you won't see it because we have unlisted it for the time being. But the others are still listed and doing well!)