Difficult guest

[Lana1222]

Hello everyone!

I have so much good news to share for which I am grateful to Airbnb and this Community for all your support and practical advice!

I just joined in September after what felt like months and months of getting items, reading tonnes of modules and YouTube videos regarding being a host (live-in), the pros and cons, big and little details.

I now have 3 bookings (this one )and 2 in  December and I am both encouraged and excited!

I was expecting persons just in December, but last week, with just barely skimming 2 days' notice, ( I did have 2 days minimum on my profile, now changed to 3), but I also had personal health issues and conferences in those 2 days! (Which I had explained to her.

I arranged to meet her on Zoom before pre-approval, which went well, but since her arrival, it has been -- challenging.

I DID inform her that I had only on Monday, fogged my home which I do annually for bugs, and the technician was late in installing the TV (and could not finish).

I explained this (since she came at night and I work fulltime), I  did tell her that I did not have the written house rules  as yet, but she was free to ask for anything .

In just 2 days, she has nitpicked on - a mat for the side of the bed, having to to sweep her own room and contribute to tidiness in general, wanting to eat in the bedroom (not allowed in my description) , and because of the fogging, unfortunately she is the one who saw 2 dead roaches- as to be expected.

She has also peeped into my room making comments; never acknowledged the welcome basket which I took particular time to arrange, and asking very personal, inappropriate questions about my life, including my religion, that I found bizarre.

I admit that I lost my even temperedness by saying, in jest, that she may have brought the roaches- I again explained that we have had a lot of rains and even an island-wide warning about bugs.

She has also complained for the rain, told me that I should have told her about the dog next door (because it barked at her, a stranger, when she arrived)- the dog was also in my description.

She has escalated to looking in my room without knocking, and then today left several irate voice messages that: she would complain for a refund but  because I replied on Whatsapp, I was " humble " and apologised and offered (again) to rectify any issues. She also told me that "she came into my life to "Teach me".

In general, rude, out of place, nosey and when she realised that her interrogations got her less and less info from me, got more irate and started with the idle threats.

Her behaviour has been contrary, disturbing (not distressing because I KNOW I have been transparent and have taken the high road, informed her that I will and continue to check with service providers . (This was a guest that I was having 2nd thoughts as she is of my nationality and I was skeptical, but this has been above and beyond bizarre.

I made no complaints to Airbnb admin, because I have done my best, been transparent,  apologised and continue making every effort to accommodate as humanly possible.

This is long, I apologise, but I KNOW I am not the first, and honestly, I have learned and will assess the feedback and work towards better.

It is disconcerting to think that she has the right to send a review  of whatever, when she leaves, despite all that has been done.

"BUT : when they go low, I go high".

For anyone who has advice, feedback or a shared experience, I appreciate this community for the support.

We are all in this together and people will be people, so it is an adjustment.

Thank you!

Best

Lana

[Rebecca]

Hello @Lana1222 👋

Sorry to read about your challenging guest. It's been a little while since you posted and I wondered what the situation is now? 

Looking forward to hearing from you and understanding what's happened since you posted. 😊 

Rebecca ⭐

[Lana1222]

Hello and thank you for checking in!

Unfortunately I did have to contact Airbnb speciailised team and I am very glad I did, because they gave great advice, explained processes that I was ignorant of , for example giving into her demands for a refund. (which I did NOT).

This guest's behaviour has been in the spirit of  confrontation , antagonism and outright threats; insulting to my family values, my religion and even the audacity to inform me that I "need therapy".

She also left bizarre items all over my home without my knowledge- such as a  bird feather , clove particles strewn on the floor, rose water and others, which in my view were totally inappropriate to place in a host's home, especially the shared space. 

Took videos and pictures which she claims made her case.

She also made no physical contact with me for 4 days, including the day she vacated the premises.

It was ONLY on reaching out to Airbnb that she finally admitted to them 2 hrs later that she left my house keys in an obscure place on the counter in the guest room.

This was a most unpleasant experience, but a learning curve, and lesson learned- follow my instincts .

I have no one to judge, but based on what she has told me about the persons with whom she has hosted , and abruptly left, this seems to be a pattern

If it was her intention to turn the host's nerves to  "frazzle", she picked the WRONG host. 
I am grateful for the Team  and this does not deter me from my real intention to be a host.

I learn and I grow.

I am not going "low". 

As  woman of faith, I HAVE MY DEFENDER".

I await whatever fallout comes from this, but this person- neutrally- should be carefully vetted with references before she wreaks havoc on the home of unsuspecting hosts who generally have mothing but good intent..

Moving forward! All the best to us all!

Best
Lana

[Zheng49]

I would document all the times they broke your house rules with Airbnb support, just so they have it on file. But avoid documenting anything that would involve the safety team, such as adding audio/video evidence, and/or counts of privacy intrusion. This may help when it comes to dispute their review. 

[Lana1222]

Thank you @Zheng49 !

Yes , I have those archived.

Shes's a pro at finding loopholes, so technically no house rules broken .

Just came to a 2nd, possibly 3rd house just to cause trouble.

I have also blocked her from off my platforms.

But I warn fellow hosts- there's only so much you can do, but truly follow tyour instincts especially when the person resides in your home.

Anyway, thank you  so much for the suggestion!

Best

Lana