Disrespectful guests

[Debbie1190]

I've just had 2 guests check out 45 mins late knowing full well I had someone in at 3pm and they totally ignored a conversation we had had about check out time. And to add insult to injury they left a terrible mess. They just walked out like it was a hotel room, everything all over the place and left the kitchen filthy. The percolator had obviously overflown and they didnt make an attempt to clean it up.  I just found their attitude so against what we want as airbnb hosts. How do you prevent these people using airbnb? They obviously don't 'get it'. I wouldn't wish them on anyone! And I definitely don't want them back. I do find that as hosts we can't do much about that. I don't want to leave them a review - I may write to them, but I don't think that will help. They're just disrespectful. I am finding this with some young couples - they don't care. How can you prevent people like this making bookings? 

[Mike-And-Jane0 · Accepted solution]

@Debbie1190 NOOOOooooo. Your current plan will lead to disaster for you and others! If you write to them then you achieve nothing except it warns them you may leave a bad review so they will likely leave you a bad review. Now - The only way to protect yourself and others from this type of guest is to leave an honest review. If all hosts didn't leave honest reviews then we would all suffer this type of guest. Please please please leave an honest review - Its the only way to make the system work.

[Debbie1190]

Ok thank you for your feedback. I will take it onboard.

[Debbie1190]

I'm actually coming back to this now as there are a few fundamental things missing for us hosts. To start with these people have not left me a Review so I can't leave them one! So because thats not possible I would really like to be able to report them to airbnb with the recommendation they send them the 'courtesy rules'. Luckily I don't find myself in this situation often, but it has happened a couple of times, and coincidence or not, it is usually young couples. They take notice of any of the 'rules'.

I realised by the questions I got that this person had not read any of the info they get when booking etc. .

I write to people when they book and send them info including what they can expect. And in the Hut itself there is an extensive Manual. They just didn't read anything.

If they were to book again, and they said they'd like to come back -I would like to be able to cancel their booking without immediately losing my Superhost status and being fined! I find that rule a little bit stringent and its all in the favour of the guest. We have very little protection as hosts. And airbnb without us don't have the guests commission. 

This is bugging me I'm afraid. I offer the most comfortable, well kitted out and immaculately clean Hut, am extremely hospitable and helpful to all guests, but feel that we're not being represented fully when issues arrive.

Are there any of you out there that can see where I am coming from? Are there any of you who agree? 

[Mike-And-Jane0]

@Debbie1190 You have misunderstood how the review system works. Once you have reviewed the guest then the review will be published at the earlier of when the guest reviews you or 14 days. Once 14 days have passed your review will be published and it will be too late for the guest to leave a review.

[Debbie1190]

Thank you. That is definitely not clear on the airbnb page. I interpreted it differently. Thank you for clarifying this.

[Mike-And-Jane0]

@Debbie1190 Next point: assuming you use Instant Book then you have at least 3 cancellations that will not affect your stats. All you have to do is say you are not comfortable with the guest coming to stay with you.

[Debbie1190]

Hmmm well that didn't happen on the one occasion a double booking came in (Tripadvisor had somehow thrown out the synchronised booking). I tried to cancel the airbnb booking as the other one had come in first (15 mins difference), and got the notice immediately the information I would lose my status and be fined if I cancelled it!

[Mike-And-Jane0]

@Debbie1190 That would be because it wasn't a valid reason for cancelling the reservation I guess.

[Debbie1190]

There is no question asked. I wanted to cancel, no options were available or anywhere to state your reason. I straightaway got the info I would lose my status and be fined if I cancelled.

[Nur785]

@Debbie1190 

Did you hit the "cancel reservation link" or the little arrow button on next to the link? 

If you hit the little arrow, it gives you the page that says all that. If you actually hit cancel, it gives you a list of reasons, then, a warning page. 

I canceled someone today, because I strongly suspected she was lying to me about a bunch of things and I didn't feel like finding out the extent of her lies. It let me cancel after telling me this would be the second of my freebie cancelations, which is a shame, because the first one was actually canceled by Airbnb because of fraud and should not count towards mine, but that's another story. using my second strike was worth it for this one. 

Anyway, that particular function is working properly. I just wish we knew if the 3 strikes were for a calendar year, or on a rolling calendar basis. 

[Bob297]

@Debbie1190 
Please leave an honest, factual,  review. It's the only way to warn other hosts.

[Fred13]

Like @Mike-And-Jane0  said, writing to them will only serve to warn them. Not leaving a review will serve not to warn others. The best course of action - leave a dead honest review just about when the 14 day-cutoff is just about to expire.

In the meantime you could have a lot of fun sticking needles in a voodoo doll that reminds you of them. 😎

[Basha0]

please leave an honest but respectful review.

[John5097]

@Debbie1190 

Sorry for you bad luck on this one. It happens to all host. I think you are overreacting and need to brush up on the proper protocol. 

Considering they were both late checking out and left the place messy. You can simply state in a review something good about them, and the truth. It doesn't need to be too harsh, IMO. 

"Guest was very nice and communicated well, but were 45 minutes late checking out and there was additional cleaning required." 

Then mark them down in house rules and cleaning and click on do not recommend. Maybe a 3 on each, or a 2, as both really put you behind on turnover. 

By sending them notes could be interpreted as harassment. By trying to have been booted off he platform instead of just leaving an accurate review that is overreacting.

I would still keep in nice, maybe even nicer than what I wrote. They will likely apologize and next time step up their game.  

You may also want to improve your check out expectations. Most guest are super clean but you will get an occasional one who thinks a cleaning fee covers everything and can check out late. 

Also in case you don't know guest and host can't see each others reviews until both leave one. 

You could also just send them a note if you choose but would not suggest as you want to have them booted off the platform for extra cleaning and 45 minute late check out. 

I wait maybe 20 minutes and send a message thanking them for staying but that check out was 11pm and it takes 3 hours to clean. It's very rare. 

I hope thats the end of your bad luck for a while and can learn and improve how to handle these situations. It can be challenging and we all have a tendency to overreact. 

So would be positive, if they were nice, nothing was broken, missing, quiet, and just mention extra clean up and late check out, and wish them well moving forward. 

There are tons of host on Facebook who proclaim if guest paid a cleaning fee they can leave the place however they want and bend rules. So it's best to have check out instructions posted somewhere, as guest ask for them anyway with check out time. At least that's what I do and haven't had a real issue. Also give yourself an extra hour. That's still cutting it close. 

You can also use Request to Book. That's what I do. 

Good luck! 

ETA: In my experience have to be very carful with communication. I've had a guest who was also a host who request to book and requested a discount. I messaged back a few times asking her to retract the request, and finally had to cancel. I explained why and that as a host she shouldn't do that, she blocked me a reported me for harassment. Of course I never heard anything about it it was so dumb. She was nasty too. Saying I had to pay for my own choices. Dealing her request. So she made me decline. But just saying gotta be careful. I was very concise and polite. Just send very concise one note.