"Entire House" vs "Private Room".... Guests communications tells the story. What were they thinking?

[Stewart44]

What if the guest shows up and thinks it's an "Entire House" but it clearly states "private room". This just happened this past weekend for the first time. Am I suppose to offer a refund during peak season on the weekend? We are a super host and I fear a poor review due to their lack of understanding. I don't even think they read the listing.

Our communications prior to arrival states she understood "private room" in our house. She asked me to show her where it states it on the website. As graciusly as possible I showed her where it says "private room" not "entire house".

Their group conversed and decided to leave.    

[Ann3]

I'll bet she was a new Airbnb user. I finally got to the point where I ask all newbies to confirm with me that they have read the listing. And then I tell them (nicely, in the confirmation message) WHY I do that -- that I want to make sure they understand the outdoor space is shared, that we have dogs, etc.  It's just the worst when guests are disappointed or confused on arrival. Sounds like you have a sweet set-up, and they don't deserve a dime back.

[Helen427]

@Stewart44 @Ann3 @Inna22 @Elena87 @Suzanne302 @Andrew

There was an issue with all our listings around a month or so ago where many of us had our Private Room Listings been listed as the ENTIRE place and silly other things that were discussed in here as they were changed without our awareness of this issue.

Were the bookings undertaken during the time frame of those IT issues?

Perhaps we should all be mindful and alert to these things as they are neither the Host or the Guests fault but that of an IT issue.

There are implications & consequences for all of us that perhaps @Laura_C may like to raise with Head Office for us all.

All the best

[Ann3]

@Helen427 , you're right. It's always a good idea to wonder if the platform was acting up.  A recent guest didn't get my day-before-arrival message.I smoothed things over, but I know I sent it. Turned out fine, but she had a bit of pre-arrival angst, and with good reason.

[Nina75]

That would make sense... On one of my listings after a web site update one of my properties was listed as having a Jacuzzi when it never did, and I never posted checked that box. After that incident I took it upon myself to check the site weekly for added amenities and errors due to IT Migrations issues.

[Pete69]

I redundantly explain what my guest suite is all about and I have a map in my photo section. You have to word your listing for the lowest common denominator of guests.

[Stephanie]

Hi everyone,

Thank so much for the advice you are sharing with @Stewart44 , it's great to see! If I can remind you all that this Community Center is all about supporting each other and I ask that you continue to be respectful of each others opinions and styles of hosting. 

Many thanks,

Stephanie

[Stewart44]

Thank you.

[Stephanie]

Hiya @Stewart44 ,

Would you mind if I just lock it so no new comments can be added so any other hosts that find themselves in this scenario in the future can benefit from the advice you've received?

Thanks

[Stewart44]

Agreed. Yes that sounds good.