Late check in

[John-and-Dorinda0]

We are finding that the majority of our guests arrive after our stated check-in time of 3 - 8 pm.  Because many are coming from one of the nearby national parks, the drive often takes them longer than they expect and our remote location can be difficult to find after dark (one of the reasons we encourage earlier check-in).   We are have come to expect this may be the case, but because they are staying in our home and because we are early risers (5 am), this can be an inconvenience for us. 

For example, one of our last guests finally arrived at 10:30 pm (2 1/2 hours after the check in window), on a week-night.  One of us stayed up late to greet them and get them settled.  They were able to sleep late the next day, but of course we were up early to go to work.  (One of us never got to the meet the couple at all.)  They just posted a review on their stay with us and it was our first review that was not 5 stars!  Specifically, they indicated that "check in" was a 3 star rating. 

We understand that our guests are usually on vacation and things happen that can cause late arrival.  How can we accommodate both our guests and our household schedule?  How can we avoid less-than-stellar reviews for this issue, when the times are clear stated in our listing?  (Simply having them let themselves into the house without greeting them is not an option.)

Should we leave a public response to their 3-star rating explaining the late check in?

[Marzena4]

@John-and-Dorinda0 The comment to that review is the only thing Airbnb allows you to do to defend yourself...

[Kelly149]

@John-and-Dorinda0 I don't see a review on your page that says anything bad about checkin so I wouldn't say anything publicly that hasn't already been mentioned. Your profile doesn't indicate anything I saw that highlights that the 3-8 window is important, so it could be something that guests need more reminding of (since they tend to think that we are afterall a hotel). Alternatively, you could save the reminder until after the booking is made and just remind them that the drive can take longer than expected, that arriving after dark could be unpleasant FOR THEM, and that since they are arriving to your home it is necessary for you to meet them and orient them and therefore any late arrival is inconsiderate of your time.

Finally, you do have the option of not accepting them to arrive after the arrival window has closed. This will involve some pushback and arguing from ABB and you will most DEFINITELY NOT BE PAID for any of their reservation (regardless of your cancellation policy) bc despite the fact that they are "breaking a rule", you will be the one cancelling them, so you WILL NOT BE PAID. 

This is a common problem for many hosts, just need to decide how much you want to educate your guests and which is more annoying: the late arrival or losing the fee. And then also maybe consider including the fact that these guests were late when you write up their review so that other hosts can notice if this is a one-off or their standard MO.

Good luck, lovely place you have 🙂