A very first bad experience

[Tom3846]

I am a very new person in this business. Last week was my very first hosting my guests. On their Airbnb contract, they had 5 guests would stay over my Airbnb home from June 16 to June 18. But they ended up having 14 people staying there.  Then, I had to clean up their big mess.
I wanted to confront with them. But at the same time, I was worried they would give me a bad rating. Because this business is heavily relying on our rating.

So what should I do? Please advise.  Thank you. Tom.

[Mike-And-Jane0]

@Tom3846 theoretically Airbnb will delete revenge reviews where guests have broken the rules. Sadly this is as yet unproven and there are examples where reviews have been allowed to stand.

Now what should you do?

1) Leave an honest review

2) Hope they respond with a review for you

3) If they do then, within the 14 day claim period, claim additional guest fees or cleaning fees from them.

4) Consider if your vetting procedures for guests are adequate - They may well be and you just got unlucky

[Denise1625]

@Mike-And-Jane0 Wow, that is awful! I am also new to Airbnb and I am now wondering what you mean by "vetting procedures". Where/how do I do that?

Thanks,

Denise

[Mike-And-Jane0]

@Denise1625 At its most basic you look at the reviews of someone who books with you.

You see if they are local and if so enquire why they need accommodation in their own town.

You ask questions if you are concerned.If they don't like the questions then they will cancel in the 48hr free cancellation period. 

You perhaps switch off instant book but even if it is on you can still cancel people who concern you without penalty.

You could require guests to have reviews on Airbnb. 

You make sure it says or implies in your listing that you have someone local supporting any issues you have with the property.

You have a minimum stay of at least 2 days and possibly 3

[Denise1625]

@Mike-And-Jane0 thank you. I do Home Exchange and it is a whole different ball game, we treat people as guests and there is a lot of trust since we're exchanging homes. Airbnb is more like a business.

[Tom3846]

@Mike-And-Jane0 ,

Thank you for your advice. Tom

[Joscelyn6]

@Tom3846 It is very important to document the state of the disarray, take pictures so you have evidence.  Lots of pictures. 
How unfortunate that you would have a negative experience on your first go. 

Leave an honest review and talk to Airbnb support if you need to. 

[Tom3846]

@Joscelyn6 ,

 I have a security camera in front of my Airbnb door. I was appalling when I saw their cousins (long distance cousins and short distance cousins) sat in front talking, and walked out of that house so early in the morning to gather in front of the house talking. It was incredible. Thx. Will do. Thx again.

[Joscelyn6]

@Tom3846 Make sure you have your house rules up to date as well.  So that is does state your maximum capacity.  

[Pat271]

@Tom3846 Good advice here by my fellow hosts. I’m very sorry you’ve had a less-than-perfect experience your first time out.

“Confront” the guest by leaving an honest review. They will definitely see it, and so will every other host they with which they attempt to book. It will also probably modify their future behavior, as many hosts will take issue with, or even refuse, to host them. It’s better for you, the guest, and the entire hosting community to be honest. 

Also, don’t overlook the importance and positive impact of responding to your guest’s bad review, should they write one. 

Many people can “see through” a revenge review.  If you reinforce this by responding in a calm, professional manner, expressing your concern, describing their behavior, and then briefly addressing their points, it will show future guests that you really care while at the same time gently refuting their claims. Keep it brief and unemotional. Remember that responses to guest reviews are mainly meant for the eyes of future guests, not the guest who wrote the review. The guest who wrote the review might not even see it. I have personally chosen places when I’ve been a guest where the host with few reviews and a lower rating has made the effort to address, and even fix, some of the concerns expressed in the reviews. It showed that she was keen to improve the property and her hosting skills.

So, in summary, “confront” the guest by leaving an honest review, preferably right before the end of the 14-day review period, and respond constructively to any bad review they might leave. It might temporarily disrupt the speed of your next few bookings, but eventually any review they write will “fall off” the page and will be seen less and less. They might not even write a review, since they can’t see what you have written until either 14 days have passed, or they have written a review of their own.

[Tom3846]

Thx for your advice. Will do. Thx again. Tom

[Sandra856 · Accepted solution]

Hi @Tom3846 🌸

I’m very sorry to read about your bad experience as a new host. Unfortunately many guests do not necessarily think that bringing extra guests is a problem. So you need to make it very clear in your house rules that only registered guests are allowed on the premises- you can write that it is because of insurance or something - but you need to be very clear. Guests will have to agree to the house rules in order to be able to book. I have made a direction guide I message my guests a couple of days before arrival and end the message with my house rules so they see them again close to arrival. I started out with basically no house rules as I believed that there were a kind of an universal common sense - I can now say - that there isn’t 😅. Also make sure to keep ALL communication with guests on the Airbnb platform -in the message feed. In case something goes wrong Airbnb CS will be able to help and are able to read the correspondence between you and the guest on Airbnb. It has been very for me a couple of times where the guests actually asked to use WhatsApp - so glad I kept the conversation on Airbnb. 
Best, Sandra 

[Tom3846]

@Sandra856 ,

Thank you for your advice.  I will do it. Thx again.  Tom.