Why does Airbnb invite problems?

[Paul154]

I got a stressful scare today.  Airbnb called me at 12:30pm with a complaint about cleanliness and subsequent cancellation.

I wracked my brain thinking who?, what? when?

Then I found out it was for today - two hours before checkin!

While I "know" that I have my setting set for 2 pm checkin, CS rep insisted it was "on the computer" as an 11 am - 1 pm checkin 😞

I double checked my setting and reviewed that My checkin is correctly stated as 2 pm.

Of course CS rep is referring to the ability of the guest to choose an early checkin - regardless of my agreement.

Why does Airbnb do this? They are very smart people. It is easy to line up checkin settings with allowed checkin times.

Airbnb is totally awesome about automating scheduling with little host input. But this oversight of Airbnb causes stress between the host and the guest.  Airbnb's suggestion for an early checkin "blesses" the undesired early arrival.

As of right now, I am going to get paid for today's cancellation. But I would rather provide service than get stressed out needlessly.

[Fred13]

I wonder what this means: "Of course CS rep is referring to the ability of the guest to choose an early checkin - regardless of my agreement." 

If I understand it correctly @Paul0 your setting says check-in time is 2pm, but the Airbnb 'computer' says there is an 11am-1pm option? And what does your actual listing say? How did the guest get the idea they could check-in as early as 11am?

[Lizzie]

Hello @Paul154,

Sorry to hear this happened to you, I can imagine your panic when you heard this. 

Just to add to the questions @Fred13 has asked here, did you receive any notification or note on their booking regarding their early check-in?

[Paul154]

@Fred13 and @Lizzie,

Yes, I was given notice of their choice of early check-in. THAT is the problem.

Why does Airbnb offer them this option?

Dialog:

Guest: I want to come to your house.

Host: Great Check-in is 2:00 pm.

Guest: OK. Here is my payment.

Fait accompli. Everyone is happy.

Enter stage right, Airbnb.

Airbnb: Dearest guest. You've agreed to come after checkin. Would you like to come 3 hours before? It's OK.

I am glad that Airbnb asks for checkin times. It is helpful to the host. But why is the checkin time NOT linked to the possible checkin times? It confuses a completed business agreement and creates more work for the host. It also makes the host "the bad guy" when they tell the guest that cannot come at the time offered by Airbnb. Worse, it makes the checkin time irrelevant. To increase their value, most guests will choose the earliest time period possible.

This is why I have been ignoring early checkins. I assume guests just choose the earliest, just so the guests can insure themselves that the room will be ready whenever they come. 

[Paul154]

@Lizzie31

You have highlighted the most irratating point. 

Big Airbnb can pass the blame onto the host by saying "Host you were on notice. Nevermind that we muddied the waters. Nevermind that you never agreed to this"

Very insipid and amateur.

[Lizzie]

Thanks @Paul154 for explaining a little more about this and I can understand your frustration around this, especially with the experience you have had here. 

Just a few thoughts, I imagine,  this feature is there to enable guests to see if it is possible to come early and then suggest the time they would like to arrive. I can imagine for some hosts this might be possible (especially if we are talking only 30 mins earlier or I suppose it could be a slightly later check-in time too).

As a notification is sent to the hosts to accept or not (if it is outside of your stated time), is this not still in the control of the host (and prevent further conversation via message)?

It would be great to hear any suggestion you have that could improve this.

Sorry if I am missing anything on this. 🙂

Thanks,
Lizzie

[Rosemarie9]

Lizzie, the problem is guests are instant booking and stating they will check in early or late also in my case. It is really annoying, and to make matters worse I could only see it on my phone log in, not the app on my tablet which I use more. Guests are just stating their preferred check in no comment.

[Allison2]

Lizzie, I really appreciate your attention to this.

There are a couple things you're missing. As an instant book (which most of my bookings are) it doesn't come through as an ask, it comes through as a statement: "GUEST's check-in time is 10am - 12pm". So let's walk through it for a minute:

When Airbnb asks IB guests to name their check-in time, they aren't limited to the window the host already outlined in their listing. Before selecting my check-in window, I put a lot of time into considering what will make my outgoing guests happy and how much time we need to provide a well-cleaned and restocked accomodation. That window is 3pm-2am. Surely my guests can pick a time within that ELEVEN HOUR window for their arrival.

But under the current system, the guest can name a time without regard to my listing rules and complete their reservation. I guarantee you that the time they picked doesn't feel like an "ask" or "would it be possible" to them. They feel like they completed their booking and expect to arrive at their stated time.

When I come back saying "I can't accomodate your 10am check-in because I have guests staying until 11am and we need at least 3 hours to clean" the guest can't help but be disappointed. Was it my fault? No - it was Airbnb's irritating suggestion that the guest can override the check-in times clearly stated in my listing.

Also, the notification for the check-in time doesn't come through as a separate message, it's in the timeline of booking confirmation and other reservation changes. It's very easy to miss.

So what can we do?

1. Give guests options for check-in times that are within the window outlined in the listing.
2. For the minority of guests who want to arrange an early check-in (or bring pets to a no-pet listing, or have a party in a no-party listing or leave at 5pm rather than the 11am check-out) they should do so as a reservation request, not an instant booking. ESPECIALLY as we get some really crazy requests for 8am or even "after midnight" arrivals.

The current set-up is a disappointment to the guest who booked under the false assumption that their stated check-in time would be honored and does a disservice to the host who deals with the fallout (and poor rating).

Thanks for listening, Lizzie. I really hope you can pass this along as an issue to be addressed.

[Mika8]

We just had in the german community center such a case, in which the guest could set a check-in time at the booking which was out of the normal check-in time .. and the host get no information about that.

https://community.withairbnb.com/t5/Gastgeber-unter-sich/Overrule-der-Host-Profilseitigen-Checkin-Ze...

It seems that airbnb is trying out something new .. (that guests give us a check-in time already at the booking, which would be great) ... but they set it whitout regarding of the hosts check-in rules and even with no information to the host.  

[Rosemarie9]

This was happening to me this year so I now state that check in is from 4pm in a few places. I put it in my directions also. I wrote about this a few months ago. Guests were determining their own check in times and disregarding my listing totally. Someone has changed the wording at airbnb for guests obviously. I have also noticed that guests are not looking at directions at all. Very frustrating, I even remind them to print them out and they are not getting my messages or ignore them. I do not know which, but it is happening all the time now. What is going on with the guests, or is it a stuff up with changes in the booking process. I am spending so much time repeating myself to guests that it is getting ridiculous.

[Fred13]

Ah, I see @Mika0. What a phenomenon.  My goodness, this could get quite messy, no punt intended.

[Fred13]

@Paul154 This is another new idea added by Airbnb, but without appreciating fully its implemetation and ramifications. Heck, if my guests were to try this option they be sitting by a dock for hours and we won't have a clue they were, since they can't walk on water.

[Helen427]

But, Paul, Fred and others, What if you have a guest book under the name of Jesus??

He's able to walk on water and divide the sea....

I hope someone reading this plays a prank on you Fred and cheekily books using the name Jesus, or one of the Apostles... 😉

[Fred13]

Then I be nervous, very nervous. Imagine, we are clening the place usually with barely anything on (thinking we are all alone), and then hear someone right behind us asking:  "Isn't the place ready?".

[Victoria567]

Wow @Fred13

Cheap thrills come to mind😉

Do you really clean your place just wearing a cheeky apron strategically placed to cover all the important little places? Tee hee hee!

Ive had a good belly laugh at the scenario of a prospective guest......preferably 2 right on feminists rocking up to your place to be greeted by your truly...hope you have a feather duster for extra effect......hahaha....brilliant, I love your cheeky sense of humour.

Mmmmmm must get Mr Victoria into his kilt sans knickers to help me with turning round the guest bedrooms just before their arrival.....the mind boggles!

[Fred13]

@Victoria567 It's an island. no one around, I guess it brings out the 'natural state' in all of us.