refusing or charging extra fees

[Angelique33]

Hi everyone!

I need to pick your brains, if possible..... 

We have customers at our home now, who give us their washing to do even though we said no washer or dryer in our listing. Should we charge extra for this? And if they ask for an iron, do we charge? We kept our price really reasonable and these type of services off our listing on purpose.

Same clients who are at our home now for a week: When they booked back in November, they asked if we had an air con (even though it was not on the listing), and we confirmed that by the time they came (3months notice), it will be installed. We indeed added an air con. We added this info on the listing, along with the information that we have the air con at a certain extra price per day- do we advise these present customers to now pay this extra fee? They arrived yesterday.

THANK YOU so much for your help, my mum and I are at our 3rd booking only and quite lost (uncomfortable) at these demands.....

PS: Their car was broken into at a destination they visited and we are helping them get the replacement car window via our contacts, at best prices etc...so we are very happy to help where we can- I don't want you to think we are not happy to help.... 🙂

Best regards

Angelique

[Andrew159]

Hi Angelique,

This all comes down to if you are worried about a bad review or not. If you are then I advice you pull through by accepting their demands. If not, stand your ground by communicating with them. Let them know why you are going to charge them as you've wrote it down here. Ultimately, give them an honest review and the end of this and if they write a false review, challenge it.

After this booking, go back to your listing and bold out, No Washing and Dryers on site. I would buy an extra iron just for the listing, there are some things that should be provided for guest at no charge.

As for the air conditioner, if you are going to charge extra for its use, put that in your listing and charge it through there. Limit extra charges via cash as much as possible unless both parties agree to it.

As a guest myself, I think its weird to pay to use an AC but as a host I understand you need to cover the bill. So just add the difference in the booking without specifically stating AC use.

Overall, full proof your listing as a means to cover yourself so incase you get the occasional guest who didn't read it, you won't at fault.