New to Hosting...

[Sarah1588]

Hi there...I'm new to hosting - I just listed my vacation home  a couple weeks ago (I've only had 2 stays so far). I have put a lot of thought and heart into hosting - I provide things like detergent, hair dryer, soap, shampoo, welcome basket with coffee, journal and welcome book, all kinds of little extras. My home is a 3 bedroom, 2 bathroom home on 6.5 acres of jungle. It's beautiful. I put it up for only $99/night + $50 cleaning fee.

My two groups have both complained about cleanliness (my housekeeper has overlooked a few things). I've worked with the guests to accommodate all their issues (all hours of the day and night!) and also gave free nights due to my housekeepers' oversight (she didn't clean the trash can, the inside of the fridge needed to be wiped down, one of the showers wasn't very clean - I am dealing with the housekeeping issue).

The last guest that I had left me a four star review (which was shocking to me, given that I gave her the whole weekend for free due to her incessant complaints). Her complaints included that I needed to put in a jacuzzi for guests to enjoy the view on my patio, needed to add more cleaning supplies for her to use during her stay like wipes (I have dish soap, sponge, surface cleaner, paper towels, etc.) and leave extra sheets out for all the rooms (she was only there for two nights?).

I have only had two groups stay and I'm a little frustrated with guests' requests/complaints/general unhappiness. It turns out it's hard for people to be happy in paradise - the home is gorgeous, private and has stunning jungle views. And I respond to guests' issues within seconds/minutes.

I'm really unhappy with the 4 star review, because I bent over backwards for her and even gave her a full refund (not to mention, she ruined my weekend with non-stop messages).

Am I being ridiculous or are they? Should I continue hosting? I'd almost rather leave the house empty and not deal with the hassle/stress 😞

[Emiel1]

Hello @Sarah1588 ,

I see 3 excellent reviews in your profile. I would not bother about the 4 star rating, some people can not be pleased whatever you do for them. Or they even don't understand the (stupid) rating system.

It's far too early to stop hosting now, you just started, there is also something like a "learning curve".

Act professionally, do not " bent over backwards" for guests, as they will take advantage of you. 

You will notice the hassle and stress will decrease and the pleasure of hosting will increase.

Happy hosting,

Emiel

[Sarah1588]

Thanks, I appreciate that! Yes, 3, not 2, whoops. Great advice about not bending over backwards!

Thanks for the advice! 🙂

[John1080]

@Sarah1588 I would use this as a learning tool and find a different cleaner. Giving free nights and such is nice, but doesn't really make up for lack of cleanliness because your cleaner isn't cutting it.

Ask yourself how much she charges you and see if the cost goes hand in hand with the current quality of the service. My cleaning fees cost quite a bit, but everything is absoultely spotless, with every single surface being touched each time. Make sure the cleaning staff is professional and knows what they're doing or it will cost you your business. 

[Sarah1588]

@John1080 Thanks, good advice. I'm pretty frustrated with my housekeeper, to say the least. At this point, it's costing me money to have people stay in my home. I live in Texas and the home is in Puerto Rico, so it's difficult to vet folks out from afar. Any tips on finding a houskeeper several thousand miles away? 

[John1080]

@Sarah1588, oh ha! I saw the word 'jungle' in your post but didn't look at your listing until just now! Wow, what a setting! 

Sorry, we host two hundred miles away, but within the same state, so can't offer any tips on finding somone. Maybe you can fly down and meet with her, train her on how you want things done and offer her an incentive if you get 5-star ratings for cleanliness? 

[Sarah1588]

Thank you 🙂 I literally just did that last month to hire and train her before I put it on Airbnb and thay clearly didn't work 😕 Wish I could do it myself!

[John1080]

@Sarah1588 I'm sure a few hosts with hosting from that distance will be able to chime in. I wish you luck and will be interested to know if you find a solution. 

[Sarah977]

@Sarah1588   I think you're going to find it difficult to maintain a high cleaning standard when you are nowhere around to check on things. Do you have any friends or know anyone you really trust near your place who can keep an eye on things, give the cleaner clear directions on what needs to be done and check in to make sure it is being done properly? 

[Sarah1588]

I really wish I did! 

[Letti0]

@Sarah1588  Have you thought about asking for a Co-Host in the area on the forum?  

[Ange2]

@Sarah1588  

I read a post where the host gave the cleaner an incentive: for xx amount of five stars for cleanliness the cleaner got a bonus – a check list of tasks that must be covered is also helpful.  But, there will  always be guests who enjoy complaining (with time you will develop a sixth sense for them) and with these types of guest the more you accommodate them, the more they demand, and the more petty and unfair they are in reviews and ratings.

[Sarah1588]

This is a fantastic idea, thank you (the bonus!)!!