How much more obvious do details need to be?

[Brian686]

We are getting a run of guests who clearly cannot read or simply don’t bother reading. I have had a guest ask 5 times today for the wifi password which is clearly provided on the site to guests as well as being provided when they get a welcome email. It is apparent great the guest can’t read as they have asked in their last message for us to clearly spell out the password. I had done so 4 times earlier.  What really irritated me was their demand that I make the password obvious to them - how much more obvious I can make it beyond giving it to them in a message as it needs to be entered is beyond me. Particularly when they were already given the same password 4 times. 

They initially claimed the password had been changed - it hasn’t been and can only be done by us on site. Then they insist we change it to something they can remember. That is not going to happen. We clearly state if there are issues they need to contact our on site manager. That apparently is too hard despite them being asked to contact management to resolve another issue they found. When following up earlier to see if they were able to resolve the issue I was told it was too hard to contact management on site. A single button push on the phone would get to 24 hr on site support. 

Prior or to getting Superhost status we had no issues. Now we have every guest wanting something extra or claiming things don’t work and when our onsite managers check, it works fine. 

I await the inevitable bad bad review and demand for a refund for issues of the guests on making. 

[Branka-and-Silvia0]

@Brian686

ahhh... dealing with people is a hard job. It would be easier for me to work in an animal shalter....

We have wifi password printed in our house manual. We show them the page at the arrival and make them connect to wifi in front of us.

[Rachel177]

@Brian686 do you provide the wifi password at all in a hardcopy house manual? I've got the wifi details on the first page of my house manual, underneath a reminder of the house rules.

Another thing is if you're getting international guests they may not want to incur data charges checking emails or the airbnb websiteto get the wifi password.

[Brian686]

@Rachel177 Thanks. Yes it is there in a printed manual but this has been previously know to disappear when the resort cleaners come through. These are actually local guests so emails etc shouldn’t be an issue. 

@Branka-and-Silvia0 Thanks. Unfortunately we are not on site and rely on the instructions we provide

[Cormac0]

@Brian686

If your router/modem is WPS enabled and your Guest phone supports this protocol then there is no password required?

Please note Apple equipment does not support this protocol.

the follow article explains WPS

https://www.quora.com/What-does-the-WPS-button-on-a-router-do

[Sarah977]

@Brian686   How about a small, maybe even framed, sign inside the unit in a visible place where they can't miss it with the Wifi code, for those who seem to have a problem actually bothering to read anything? Because even if it's in the house manual on site, those types don't bother to read the manual either.

[Barry-and-Lera0]

@Brian686: We bought a very nice label maker and put lables on every item that we have even gotten a question about.

[Cathie19]

Leave hard copies written down attached to folder, fridge, bedside tables. 

[Giedre-and-Andre0]

@Brian686  😉

[Brian686]

Thanks everyone for the advice. The guest has left and has reviewed us, a better then expected star rating. Interesting issues which were never mentioned at all during there stay appeared in the review and an attack on us for apparently not ensuring that everything worked immediately prior to their stay. This was despite their constant contact about wifi password which they had been given. The funny thing is that our cleaning supervisor checked the air con remotes worked and replaced the batteries the morning they were to checkin. The reason remotes didnt work is that someone in the group removed the batteries as the cleaners found them missing after their stay. The discriminatory comments made towards our onsite management's staff have been referred to AirBnB and they have taken the review down immediately.

It is amazing how different two groups of guests can be, the guests immediately prior - they checked out the day this guest checked in, were more than happy and had no complaints and everything kust worked for them.

Brian

[Gina32]

Yes you had a win @Brian686. We often have guests who can't read, cant' listen and can't be reasonable, but we soldier on, we are not super hosts and I believe people do have higher expectations of those with the label. We have been in this game for 25 years we think we have seen it all now.

Good luck with the next guests.