I’m not concierge

[Kristina192]

I recently hosted a guest who made me nuts. As soon as the booking went through, I started getting the inquiries. First, it was “Send food recommendations”. Then it was- where do I go for a haircut, yoga class? Is the pool going to be free for just me? I’m assuming I’m on my own to get a ride from the airport?”

but then I got the one that made me snap:

“I just arrived. My luggage was delayed. Need assistance to get it delivered to your place. Phone not working. Here’s the phone number and the record locator. Thanks”

It was all so entitled. I’m happy to help you but don’t just talk to me like I’m your servant. So I wrote back “I’m not a hotel”. I should have been more diplomatic. I feel bad about it. But come on. And when he first booked he mentioned how he just broke up with his girlfriend and needed a chance to get away and I remembered this other guest I had who started this way and ended up having a meltdown in my home over it.

What do you all say to guests to let them understand your boundaries?  How do you handle needy guests? And how do you weed them out?

thanks guys for listening. 

[Huma0]

@Laura2592 

I'm an on-site host but I do not provide services such as luggage assistance, transportation etc, nor do I advertise anything of the sort.  I would not want guests to think that those are the sort of things they should expect from an on site host. We have lives - and often jobs - too!

My place is so convenient to get to. You basically exit the tube station and walk five minutes (or 0.3 miles) on the same road and you are there. The houses are also all numbered, unlike many places in London, and mine is pretty distinctive looking. Still, I provide additional instructions to guests to help them find it and am always available on my phone prior to their check in should they have any issues.

Still, this just isn't enough for some... I remember one young man who was arriving here late (roughly around 11pm if I recall correctly). He actually wanted me to go wait for him at night outside the tube station to walk him the five minutes to my door. I told him sorry, no, I was not going to hang around outside the station late at night waiting for him. I sent him detailed directions, including a map with the route (literally a straight line) highlighted.

So, what he did was get a young female friend to travel 45 minutes from the other side of London to come wait for him outside the station, bring him to my door, order him take out and then travel back to her home alone on the last tube. Why on earth she agreed to it I don't know, but it made me mad!

[Karol22]

These things come up, people are selecting your listing on Airbnb rather than a hotel and many do confuse Airbnb with a hotel. Believe it or not, some hosts do provide more concierge services and this works for them. Either way, over time you will begin to develop a set of proper responses that is both helpful to your guests and fitting to what you're able to provide in your accommodations and business model.