How to deal with unexpected situations?

Online Community Manager in
London, United Kingdom
Online Community Manager
8,004 Views

unexpected situations.jpg

Hello everyone,

 

From time to time, unexpected situations are always going to crop up, such as your washing machine taking one look at the huge pile of washing and deciding to give up the go or your guests arriving much later than expected! You can’t prevent these from happening entirely, but there are some things you can put in place to minimise the risk of them happening and ways to help deal with them if they do.  

 

Things like great communication and doing regular home maintenance, along with some handy lists of emergency support numbers for local repair companies or plumbers are just a few examples. 

 

What things do you have in place to help you deal with unexpected situations?

 

Looking forward to hearing from you. 

 

Stephanie

58 Replies

Re: How to deal with unexpected situations?

in
England, United Kingdom
Level 10

Our shower packed up when a guest was due.

We gave him the info and promised a full refund if he cancelled.

He chose to keep the booking and asked for a discount if it wasn't fixed in time.

As it happened it was all fine because someone turned off the isolator switch and when the electrician came out, he laughed, turned it on and very nicely didn't charge.

Re: How to deal with unexpected situations?

Online Community Manager in
London, United Kingdom
Online Community Manager

Well that's the kind of fix to dream for @Mike-And-Helen0 🙂 

 

Do you have an electrician that you rely on for situations like this–so you knew who to call?

 


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Re: How to deal with unexpected situations?

in
El Cerrito, CA
Level 10

I have an old fashioned fuse break box, each time the power off due to heavy usage of power, guests got panic especially when I am out of town. Many times called electrician, he just screwed a replacement diskette in. After several times paid $150 appointment fee, I learned to purchase few boxes of fuse diskette, put somewhere inside closets. Each time guests complain power off, I just directed them to get the diskette box, replaced the burned one. It worked very well and guests were happy because I always called then hero fixed my electric issues.

周蘭

Re: How to deal with unexpected situations?

in
Somerville, MA
Level 10

@Lan1 wrote:

I have an old fashioned fuse break box, 


Wow! Around here you can't get home insurance with old nob and tube wiring and fuses. I am astonished that this is not an issue in California. 

Re: How to deal with unexpected situations?

Level 2

unexpected situations such as bringing company at night even having read and agree with the rules of the house, using washer and dryer excessively, what can I do in these situations?

Re: How to deal with unexpected situations?

in
Peterborough, United Kingdom
Level 3

I have strict rules that additional non paying guests are not allowed into the property unless prior permission is gained from me.

I recently had a situation where a single fee paying guest turned up with a female who he described as his driver, I commented on his arrival "oh are there two of you" he said no this is my driver.

After several hours of being in our accommodation I spotted her leaving and went out to discuss the matter with the guest.  I was polite but reminded him that it was against our rules to bring people  into the property without my consent.  The next morning the visitor reappeared quite early and stayed for 4 hours again, at this point I was quite annoyed but kept my cool then reminded them both of the rules.  I then asked the guest to limit the time with his friend at our property as it was without permission.   Thank fully this is an unusual situation.

Re: How to deal with unexpected situations?

in
Cape Town, South Africa
Level 2

I find it quite dishonest for guests to book as a single and then to turn up as a couple, or even throw in the odd extra teenager without warning!  i.e. turn up late at night when you can't turn them away. We have a fixed rate for our apartment so if single or a couple it makes no difference to the price. A third person makes a difference as there is an extra charge and another room needed??? 

In both instances it does destroy trust.

 

Re: How to deal with unexpected situations?

Online Community Manager in
London, United Kingdom
Online Community Manager

Hey @Diana1184,

 

Do you normally talk with your guests much before they arrive? I wonder if perhaps, if you don't already, double check the number of guests who will be staying–if it happens quite a lot? 


Do you think this might help?

 

Thanks,
Lizzie

 


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I'm currently on maternity leave. I look forward to catching up when I return. In the meantime, please contact another member of the Community Manager team: Personal Update


Looking to contact our Support Team, for details...take a look at the Community Help Guides

Re: How to deal with unexpected situations?

in
Cape Town, South Africa
Level 2

Dear Lizzie appreciate your suggestion but even if I do chat to guests before they arrive the problem still occurs. Occasionally to get away with a free guests in which case they never come clean before arrival, but other times for no apparent reason. So easy to fill in the number on the booking request. I find it a little dishonest, like people breaking things and never mentioning it...

This is a service industry so we shouldn't complain, diana

Re: How to deal with unexpected situations?

in
England, United Kingdom
Level 2

I have just had guests (3) who had 3 extra friends to stay the night . When I asked them to paty the extra 20 euros per person they told me that the guests had brought their own sheets and towells . I said it didnt matter that the rules clearly state that it is 20 euros per person extra , she then produced a load of complaints and photos , eg glass on the floor ...even after admitting that she had broken a glass ..that the dishwasher didnt work, photo of the dishwasher full of soap suds and food bits, that there were no t towels and they had to dry their dishes on a pillowslip! even though my son was there and had asked if they had any problems to tell him! 

They do not want to pay the money and I know they will leave a bad review... It seems to me they have found things to complain about only after I asked them to pay extra...any suggestions as to how I deal with this?

Re: How to deal with unexpected situations?

in
Jacksonville, NC
Level 2

@Mary1751 We had a local couple that asked for and received a discount for a one night stay for their anniversary. They showed up with their entire weeks laundry. Bags and bags treating us as a free laundromat using our complimentary products. The machines ran all day. I was working on my super host status so didn’t say a word. The only 4 star review we’ve had to date as a bonus to boot! Unbelievable! 
I’m mortified that this is a house rule now!!

Re: How to deal with unexpected situations?

in
Sayulita, Mexico
Level 10

@Darryl-and-Carmen0  Guests who ask for discounts are red flags and should be told no to their discount request. And locals are also usually bad news.

Re: How to deal with unexpected situations?

in
Somerville, MA
Level 10

@Stephanie . For me the unexpected isn't actually unexpected. Every host that is fully booked needs to have back up systems ready to go. For me, this has meant a storage area with backup duvet covers, bed linens, towels, dishes, silverware, glassware, shower curtains, bathroom rugs.... anything that a guest could stain, break or ruin, in its original packaging ready to be brought online on a moment's notice.

 

The washing machine, ah the washing machine, gave up the ghost during our second week of hosting. No time to find a sale or bargain for the best price. Nope. We simply needed to research which machine we wanted, find it, and have it delivered as quickly as possible. I don't have a backup fridge, for example, but I know where I would go if it was required. Last week, a guest took apart our bathroom sink drain and the set screw went out the pipes. Who would have thought we needed to have a back up? I didn't. We have ordered a replacement, plus one. I will always have a back up going forward.

 

I don't have a list of emergency folks for guests since I live here. There is no way I want guests having anything to do with home maintenance. Gosh, some of them have trouble finding the bus stop! Can't imagine allowing them to negotiate with a plumber or electrician. I shudder to imagine such a scenario.

Re: How to deal with unexpected situations?

Online Community Manager in
London, United Kingdom
Online Community Manager

Wise words here, @Susan151. I like that you have put a lot of thoughts into this and actually turned unexpected situations into things that you can easily cater for if they crop up. 

 

Out of interest did you think about this when you first started hosting or has it been something you have acquired over time?

 


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I'm currently on maternity leave. I look forward to catching up when I return. In the meantime, please contact another member of the Community Manager team: Personal Update


Looking to contact our Support Team, for details...take a look at the Community Help Guides

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