Confederate flag and offended guest

[Laura2592]

Never a dull moment. 

A guest who recently checked in sent me a text saying that on the way to our cottage they "drove by a number of houses with Confederate flags" and asked if we are warning guests that they may also have this experience. I don't know which route they took to get to our space,  but our place is in a rural area where there is a mix of political beliefs. We certainly don't have any Confederate flags at our cottage. 

I am thinking of just saying "I am sorry you had this upsetting experience on the way to our space. I hope you will be able to relax and unwind and enjoy your stay. Thanks for the heads up and let me know if you need anything."  Thoughts? Should I copy the conversation into the Airbnb messaging as well?

[Sarah977]

When I was a young single mom, I came out one day to find "HIPPIE" scrawled across my car in big red letters.

It doesn't seem to matter what color your skin is, or if your religion is obvious because you wear a turban or a hijab, if you don't fit in with the generic status quo, there's always some **bleep** who'll be offended by your existence.

[Dave52]

@Laura2592  Your response looks good.  I've learned to listen to and be understanding of all guest feelings and experiences, whether in or out of your control.  It must be something hospitality workers are trained in, but frankly many airbnb hosts jump into this with little or no training.  The guest wants to know that you care, that's my experience.  And yes, respond within airbnb's messaging system.  Best to keep a record in case airbnb needs to be involved at a later date.

[Laura2592]

So this guest left a mess and the place reeked of pot smoke. Found lighters pushed between the sofa and chair cushions in the living room. Had some kind of seafood boil and left the trash in the sun with the lid off. VERY gross and we had a racoon pull some of it across the lawn. Threw away a bunch of their own trash (car shade and what looks like old clothes) so all cans were full to overflowing. At least they took the stinky stuff outside. Damaged a floor underneath a bed when they relocated it to a different part of the room and obviously dragged it.

So the review will reflect this. There was no response to my note about the flag. No response for the rest of the stay actually. Did not follow check out instructions with regard to towels going in the hamper etc. Did not say why they had an old key code. They have not left FB yet so I am thinking I will wait until its close to the end date to leave mine. Any ideas on what to say?

[Debra300]

@Laura2592,

I am sorry that the guests behave terribly, and left your place in shambles.  I think you should leave an factual, accurate, non-emotional review right away as forewarning other hosts.  Labor Day is coming up, and it's possible that the guest will/has booked another place for the holiday weekend.

I would omit any reference to the guest's mentioning of the confederate flags, and the door code since you didn't get any details from the guest.  "XX stayed for XX days.  After checkout we saw that house rules were not followed.  The cabin had a strong ganja smell, and we found lighters in the sofa and chair cushions.  They failed to secure the lid on the outdoor trash bin after disposing of food, and animals made a mess of the garbage.  The floor in one bedroom was damaged from them moving furniture.  I would not welcome them to stay again."

[Huma0]

@Debra300 

I agree, but I don't think @Laura2592 can mention the ganja. It was my understanding that any mention of drugs could result in the review being removed.

[Huma0]

So, when I had some guests who had been smoking weed inside the house (also had other people over without permission), I just said "Unfortunately, some serious  house rules were broken."

[Alienor-and-Piers0]

Oh no! I just commented that you left a considerate and respectful answer to their concerns re: the confederate flags, I'm so sad to see that this was met with such disrespect for your property. I agree that a factual review (that does not mention the flag conversation) is best. What a shame.

[Anna9170]

Andrew0 

 I've always been a silent fan of yours, but I don't agree on this point. In the history of any state there are shameful spots, more or less, but I am not responsible for the actions of the country's leadership more than 70 years ago, for example. You can demand sympathy from any passing person, from the employees of any store along the way, why the host should be especially responsible for events that are clearly not in its competence and historical background.
Laura's response was perfect, and respectful and detached, you can't take responsibility for something you're not exactly guilty of and can't influence. @Laura2592