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? 

[John5097]

@Debbie1190 

I had a chance to look at your listing. That's great you have all 5 star reviews and guest love it! 

Mine in similar one bedroom space. So will add a few observations based on some of my experiences as it may help someone. 

First we don't know the exact extent of the mess or what needed to be cleaned. I also tried having a cook top, and one guest with two kids cooked hamburgers four days strait, even after the instrucitons requested guest not to cook anything greasy. 

This may not be the case in the UK. But may also be a cultural issue. 

Your listing being in the country side it may be necessary to keep the two hobs for guest. It's also has a woodburning stove that may also continue to be source of mess as well as a very small area.

So could add instructions to avoid the kind of unreasonable mess and excessive cleaning. Also replace he woodstove with a ductless mini spit. Another option would be to have an outdoor grill for guest instead of the indoor hobs.

But that all may not be feasible.

I've also found that the bad guest is totally unexpected. With so many great guest the odd problem guest can seem amplified.

In my example, the other host who requested a discount with the booking request, also said the place wouldn't need to be cleaned as she was a host, etc. And in over 3 and half years and 320 5 star reiews that is the only time any guest has requested a discount. So to me it really jumped out as red flag in this context as I'm always booked months out and only had 3 open nights that would book no problem. She also said that she would have paid listed rates, and I responded that she didn't say that in her first message, as I'm not going to be gas lighted, and that it was blocking my calendar, that I had to fully clean and disinfect between each guest. If I was totally honest I would have told her there is 0% chance she would clean the place to my standards. But was already too much back and forth even though I was polite and said please and kindly. I was very relieved when she said she would block me as that meant I would never hear from her again. In a way I think she got the message and think it's important to find a way to address and straighten out less than ideal guest behavior. For example thank them for staying and politely explain how important it is to clean between guest and guest check out on time. 

You may just also need to be prepared for some guest to create extra mess. 

By clicking Don't Recommend at end of review guest will then need to request to book. If you also marked them down for cleanleness or breaking house rules, can also have them canceled. you could also simply let them know you woudjl be too stressed to host them again. I've sent a note to a different host, not the cheap skate, thanking them for staying but would just be too stressed to host them again. Partied all night with her daughter and some rando. Didn't disrupt neighbors but would just stress me out. Thankfully she was very nice about it. Had like 40 5 star reviews as a guest and hundreds of 5 star as host.  

[Debbie1190]

Thank you for your extensive post and advice. I feel I don't really need to change/improve anything. As you can see the feedback for the Hut and contents is all 5-star. These people were luckily an exception to the rule. Most guests treat the place with the upmost respect and make an effort to leave it at least tidy - in varying degrees. Some leave it totally spotless. The few guests that have left a real mess are the exception (mostly young couples), this couple however really bit the bullet and not only made no effort to tidy their shocking mess, but also abused the rules which I do make very clear from the start and in the nicest possible way. The mess I could even have lived with, but the ignoring the fact I needed to get in at check-out time was what sparked my indignation. We'd had a conversation about check-out times when she booked, and made clearthat unfortunately because I had a guest coming in the same day, and at check-in time, I couldn't extend the check-out time for them. They knew this yet chose to disregard it and stayed almost an extra hour, which is nothing short of disrepectful or insulting as I had really gone out of my way to make their stay special. But I will leave them an honest review. And the tone will be respectful. 

Thank you to everyone who has chipped in with advice. It has made me reconsider a few things with my listing, though I think I shall just risk it and keep it as is for now as in 9.9 times out of 10 it all works swimmingly and people are lovely.

[John5097]

@Debbie1190 that's great and glad your listing is going so well. 

That sounds like a reasonable plan. Now that we have a bit more info, it appears the guest were intent on checking out late prior to their arrival. I include in my listing in several places, even posted on a table stand, that it takes 3 hours to clean between guest. The place is spotless. If guest ask if they can check in or out late, I repeat the same, and add that guest really love how clean it is. I wish there was more wiggle room. So I get not even one guest out of a hundred who checks out late. I can only think of one in the past two years who asked if he could check out 30 minutes late because of a zoom meeting. These always go over. haha. So tell them it has to be 30 minutes only for the same reasons, and from now on not going to allow that as they always go over. 

Apologies for the rambling, I was just trying to say these things happen when you least expect it. 

If guest are more than an hour late checking out you can charge them for another night. You could mention that Airbnb may charge additional night if you are late checking out. As mention I send a message about 15 minutes after check out, thanking them for stying but that it takes 3 hours to clean, etc. Also at about 45 minutes late, I went and knocked on the door. It was terrifying but was very polite. The guest even mentioned in the review the host me could have "copped an attitude" for checking out late but didn't. As it turned out she had issues. After reviews I sent a note about smoking outside and she was terrifying, saying it was none of my business if she smoked outside. I told her previous guest had caught the trash bin on fire with their discarded cigarette butts, so that was the end of it. Thankfully for me its so rare its best to just be very constructive and polite, then mention any issues.

You place looks so nice! I really don't think you will have many problems, and can take a while to formulate strategies and understand all the nuances. I also keep in mind each guest paid me so always respectful and polite and just explain why things are a certain way to make it useful for everyone.