Do I have to spell everything out in my house rules??

[Elizabeth10]

I live in a private living area in my basement when I book the first floor on AirBnb.  So I can tell for the most part if someone is in the space due to the hard wood floors.  The pipes run thru a couple of the rooms, so I can hear if the water running .  If I'm in the mechanical room, I can also hear the water meter ticking. 

At 7:10, I noticed the water was running.  After 45 minutes, I sent this message via the web site:  "Sorry to bother you, but I think maybe the toilet is running or did not shut off.  Haven't had any problems myself with it ...  it doesn't sound like the shower.   Not sure if anyone is up there or whether I should check on it. "  

I waited another 10-15 minutes, thinking I could have a tub overflowing or high water bills, and then called the guest.  She said it was probably her son taking a shower.  I but  its been over 45 mintues!   She said, Oh, he usually takes at least an hour shower.  I kind of stuttered and said well ok .... 

The parents arrived home after 2 hours.  I knocked on the front door because the water was still running.  The son answered and I said the water has been running non-stop for 2 hours now and asked if the toilet was left running or other water faucets.  He said he just got out of the shower and flushed the toilet and that the water should shut off in a few minutes.  

Note that I could hear footsteps so he must of have been getting in and out of the shower for the 2 hour period--but left the water (hot water) running !!!!!!!!!!!

Do I have to spell out everything in my house manual??????   I can't imagine, paying or not-- a guest in my home would think it was OK to run hot water in the shower for 2 hours or more (let alone more than 20 mintues).   I wasn't really happy about my good bath towels left on kitchen floor with dog hair, grass, dirt, and lint from the floor all over them. 

So, since all of this  wasn't in the hosue rules, I did not feel that I could fairly mentioned this instance in the reviews.  I really think my rules and lisitng are way too long, but I've got to CYA becuase ...

What really annoys me is guests so leave bad reviews about info that is clearly stated in my listings

*expecting to use the porch (I give them 900 sq ft full 1st floor \2 bdrs for $45 base per night).   Maybe I should move out of the basement and live in the garage (no heat or indoor plumbing)

*complaints about 2x2 area of newly purchase wall decor in the corner of the dining room -- gave 2 stars for cleaning when the whole house was spotless.  (the guest's own house rents for $1200 a night and no space closets full, fridge top full of stuff, and photos will her wall decor on the floor and under futons).   The child's lost beannie bag so messaged me.   I looked everywhere, moved beds, pulled out drawers, looked in every cabinet, etc. and let her know it was not here.  She waited 2 days and asked for the 2nd search, repeated the same search and this time including pulling everything out of my linnen closet.  When she knew for sure I could not find it, she went for the jugular on the private comments and gave very few stars for each other category.  Made comments about the owner living in the home and "moving thru the space" (open side door, open basement door walk 2 ft, close basement door).  She so did not read the listing (mentioned 4x's), view the 2 pics with the owner entrance  and gave bad reviews under amenenties .  So I've now bought and hung bi-fold doors on the kitchen wall and moved a large oak storage cabinet to block the dining room doorway.   Moved the decorations to the dining room closet, not much room left. 

* A 2 night guest complained there was no washer and dryer (not checked under amenities).  The listing reads to get to the w/d you have to go thru my bedroom (the finished room at the bottom of the stars) to get to the mechanical room. 

*A 1 night guest put in 1 guest, but was bringing his girlfriend.  I caught him and sent thru the adjustment.  Pissed him off, gave all bad stars and commented that it would have cost him less to go to a motel.   ($60 total, $30 apiece for 900 sq ft., 2 bdrs, LR, DR, BA, etc.....)

*I could go on all night.....I keep spending more $ everytime a guest finds something to nit-pick about...

 Sigh ....  I just wish guests were as forgiving as I am.  In the meantime, I'm in living in fear the nasty gram message I get from AirBnb threatening that I'd better start getting better reviews or they'll pull my listings.....

[Sandra126]

You are not having a good run, are you? So sorry. A 2 hour shower is unforgivable but I guess it happens. As I don't live in my accommodation I have absolutely no idea of how long they are which I think is a blessing as it would only upset me. Maybe put up your prices a bit? And hope for better guests to come.

At least they would have been clean guests, better than not showering at all? 🙂

[Elizabeth10]

thank you for your suggestions.  I thought about the pricing, I routinely run search scenarios to match sure my pricing is in line with other listings.  The problem is, according the listing page, AirBnb says I'm already charging too much ont he base $45 night (for 2brs, BA, DR, LR and fully equipped kitchen.  Of course  I don't agree 😞 as I don't think they take into account the amount of space. 

[Lana18]

We charge way over what Airbnb suggests remember the more booking you get the more money they make. I think their suggested price is for their benefit. Charging more seems to mean better guests. Play around with your price until you find a sweet spot. That's what we found 🙂 

[Carol-Lee1]

I think the AirB&B suggested prices are a joke.  For what I offer it's a deal at twice the price.  You have to go by what your area has to offer as well as what your space offers.  In my case, a college town, I want the price up high enough to discourage students but low enough to be fair and attractive.  I'm new at this so I'm still adjusting the price but I don't want a low price just to attract anyone.  I want people who are looking for something nice, different and are willing to pay for it.  

[Linda108]

@Elizabeth10  Sometimes hosts just need to vent, right?  Sounds like a nightmare guest and I was surprised that you didn't mention that they wanted a refund.  Sometimes a low price does attract a difficult guest so look at your competition and see if you are too low.  As to the review, I hope you will respond with a short response that is not defensive but is factual.  As to your review of the guest, the comment that is understood by all hosts, "guest would probably be better suited in a hotel than in a shared home environment."  At least you will help other hosts to avoid this guest.

[Scott80]

@Linda108 " I hope you will respond with a short response that is not defensive..."

If past responses are any indication, I don't think that is going to happen. 🙂  

[Elizabeth10]

@Scott80 & @Linda108 : 

Unfortunately, I don't find out the real issues with the guest until AFTER I've put in the review and then read their review.  If you look at my review page, you’ll see the red flags I’ve encountered AFTER my intial review.  I have began to always check the star ratings vs the prior review.  This way,  can tell what # of stars they giving.  

Especially communication issues come up and other issues AFTER I read the review.  They are sugar melt in their mouth during the tours, but as I said, "go for the jugular" in the hidden comments and star ratings. 

During my tours, I repeat several times "if you have any problems, needs anything, questions, etc. .... just contact me".   Its also in the listing to contact me with the same by messages.  So the guest who complained about the pantry storage space (for a 2 night stay) and gave 2 stars for AMENITIES (!!!) is a red flag on communications that other hosts need to know about (the same one who is also an Airbnb host who gave 2 stars for cleaning for the 2x2 unhung decor--the ONLY "clutter" in the entire 900 sq ft!).  Again, she also gave a low  rating under "Accuracy" due to her failure to read the listing!  I was of the opinion prior to this booking that otehr airnbnb guest who also host would treat each other as  "family".

 After the 1st example in my initial post, I added to BOTH the listing and the pre-booking inquiry  "Please read all descriptions, PICTURES, and disclosures, etc. carefully and what's included and not prior to booking". 

The system really needs to present each topic, have the potential guest check a box such as I HAVE READ AND AGREE, before inquiries or bookings can be sent! (see today’s example).  That way they can't use the "Accuracy" due to their failures after the fact.  Espcially since all ratings are final--whether or not they are ACCURATE or FAIR.

Yes, I was able to respond to the negative star ratings and comments, but since its responding to the guest review "after the fact"--they only post it on my review page--not the actual guest’s . Why shouldn't it be posted because I've uncovered some defininte RED FLAG for other hosts that won't show on the guest reviews

*that they don’t read the listings ensure a good fit and take it out on the host in the reviews

*they won't communicate need, questions, or problems, etc ??? 

[Elizabeth10]

Ok, today is another example of failture to read the listing to ensure it’s a good fit.

As you can see, I’ve already spent a couple of hours reminding and explaining the guest about policies, pricing, and what is in the listing. I’m sorry, but the system really needs to present each topic (summary, the space, other things to note, etc) and have the potential guest check a box such as I HAVE READ AND AGREE, before inquiries AND bookings can be sent. 

Host: It is a one story house with basement and listed under "'property type"=home (vs. an apartment, etc.) and "room type" = whole house (vs. a "private room" which means there would be other guests or "shared" means other guests in a bedroom--which is not applicable).

In searches, it would show up as "entire house \ apartment" vs. "private room" (described above).

As the listing states you have the entire 1st floor to yourself with the exception of the enclosed owner entrance (by side door that opens up directly to the to the basement door).   I live in the basement when guests are there. 

Let me know if this doesn't answer your questions. More info about the space and stay in the actual listing.

the listing reads in these sections:

SUMMARY: ... Owner has pvt living area in basement w\entrance btw kitchen & DR. 100% privacy--bi-fold doors & cabinet blocks view-see pics).   ...

THE SPACE: ... Owner onsite (has private living area in basement). *Owner's entrance is between kitchen & DR, 100% privacy--bi-fold doors & cabinet blocks view -- similar to the duplex but neighborhood codes to not allow permanent walls.

INTERACTION WITH GUESTS: .... I use the side door which leads direct to the basement door (between DR & Kitchen) to access my private living area. There are now bi-fold doors in the kitchen to block views and a cabinet in the doorway of the DR. I have pics that shows that guests have 100% privacy. I will be as quiet as possible and not disturb guests during their stay when I come an go.

For stays longer than a week, owner may access to the bathroom, but will schedule with guests.

OTHER THINGS TO NOTE:

Please read all descriptions, PICTURES, and disclosures, etc. carefully and what's included and not prior to booking. I clearly state in the listing and tours "if you need anything, just let me know". Please communicate your needs and I'll try to accommodate requests if possible vs. waiting for the review (communication!!).

My cats are in the private living space in the lower level, they never access the first floor living area. Dogs (shi-pom & aus. shepherd) will access side door or potty breaks on a leash and will be accompanied by owner at all times.   There are now doors or cabinets that block views or interactions  when owner comes or goes.   There are dogs on either side, but are in fenced back yards but may bark. If you arrive or in the home Mon-Fri; 8:30-5:30, my dogs will be housed in the basement towards the front of the house. If they hear noises, they may bark. Otherwise, I arrive home at 5:30'ish and will control barking when I am there. If I were to doggie day care them, I would have to charge more.    ......

Today at 11:05 AM

Guest:  So you live at the house? Is there an apt attached. I guess I am confused. It said entire house. (Which isn't a problem) I roomed with a lady for 5 years when I worked in VA

Today at 10:27 AM

Host:  I put up bi-fold doors on the kitchen that I can close when guests are there.   It blocks the side door that I use that goes right to the basement.  There is also a oak storage cabinet in the dining room that blocks the dinning room doorway so you have 100% privacy.  If you are in the kitchen, you may hear me or the dogs coming and going, but try to be as quiet as possible. 

Today at 10:24 AM

Host: Moving them all of the time during the day would not be a problem, I'd hate for them to disturb your sleep if you were staying with me.  Having sleep issues myself, I know how hard it is to make it thru the work day when sleep is interrupted. 

They are pretty good at night -- anytime I'm home.  -- and since I'm there, they don't bother me when I'm sleeping.  It's just when I leave them and am not there.  They usually go crazy when they hear the truck pull in the drive (around 5:30pm) , but settle once I'm there and take them outside.  But the latter would be in the garage if you were to book. 

I have two: one's a shi-pom (10-12 lbs) and an very shy aussie shepherd (35-40lbs)--just found her a couple of months ago.  We're working on the shyness. 

When you leave for the weekend, I'd do my weekly bathroom trip and do cleanings \ pull sheets, etc.

Today at 10:22 AM

Guest:   I could try it with them in the basement and see. And if that didn't work then the garage could be an option.  How many dogs?

Today at 10:11 AM

Host: I could move them to the  garage during the day  (unheated and no plumbing) which is not attached to the house and setup some warm beddings.    The weather isn't that frigid yet and looks like its holding a warming trend.  Just a minor inconvenience of bringing them water.  Also, as I also mention in the listing, there are dogs at most of the houses on all sides.  Unfortunately, I don't have any control over them or would any other host on AirBnb.

I've sleep with a box fan myself all of the time for many years ... it really helps --even if you're sleeping schedule is on a normal time frame. 

Let me know if I can help further.

PS. I keep a couple of box fans upstairs for guests use since I know it helps me so much.

Today at 10:05 AM

Guest:

This rate would be great! But I am leary of the dogs barking. 😞

Laura

Today at 9:54 AM

I love dogs but if they would bark as I sleep that probably would not be ideal since I will be working nights.I do sleep with a fan on.

Thank you for all of your help though.

Laura McCombs

Today at 9:53 AM

Host:  I'm seeing:

Check in Mon, Nov 14

Check out Fri, Jan 13

Guests 1 guest

$1,890

Service fee -$57

will send the special offer thru right now.

Today at 9:47 AM

Guest:  Ok...thank you..I will get back with you as I have a few more to check out

Today at 9:46 AM

Host: The $45 is without the weekly and monthly auto-applied discounts.  I calculated the reservation is for 47 days.  At $45 it would be $2115.  So the system is saying $1890 or $40.21 per day.  I'll send the special offer thru to reduce it to $35 per day, should be approximately $(PHONE NUMBER HIDDEN) days)  total.  If you complete the reservation, I think they charge the month, then once that expires, they bill the rest.  So its not all charged out right now. 

Again, there are add'l fees that airbnb takes which will show on your side (not mine) ... and they also charge me fees that will be taken out of the offer I am extending.  

The reason I mentioned pets (my pets) is that I house them in my living area in the basement.  Since I work a normal day job, they may bark if they hear noises.  So it might not be a good fit for someone sleeping during the day and working all night.   

Today at 9:45 AM

Guest:  So it is $45/night + taxes/service fees?

Access is no problem.

I will not have pets. I will be working 3 rd shift mostly and driving home to Lake Somerset on the weekends

I guess I am a little confused. This says $(PHONE NUMBER HIDDEN)/night + fees would be over $2700.

Can you confirm?

Today at 9:33 AM

Host: ok, I see that in the inquiry.  Just let me know what questions I can answer.  Blessings, Beth

PS. Be sure to read the entire listing. I do need access at least once per week to the bathroom, pets on site, etc. Just want to make sure you are aware of all disclosures.

Today at 9:29 AM

Guest: It would be from Nov 14--Jan 13

Today at 9:29 AM via Airbnb SMS

Host: Hi again, just checked and it is $45* per night (w/o any service fees airbnb takes).  I missed the part it was for a couple of months, for some reason I saw 5 days--guess I need to get my eyes checked :).  I will also consider sending a special offer if the dates are correct. *The system should have already applied discounts already for longer bookings (weekly and monthly). 

Again, Sorry, but I am unable to contact you direct as I said it is against AirBnb's policy --- communications should be sent thru this system.

Be glad to answer any questions, just let me know.

Regards, Beth

Today at 9:28 AM

Guest: How can I contact you? I'm doing a contract job at hospital soon and had a few questions

Today at 9:22 AM via Airbnb SMS

Host:  Hi Laura, thank you for your inquiry.  Sorry, but I am unable to contact you direct because their msg system has blocked your # and email. In any event it is airbnb's policy that communications should be sent thru this system.

 Lutheran Hospital, if its the main hospital off of I-69 interchange, should be about 20 minutes(?). Its 8 minutes to downtown taking Lafayette\Clinton (main road heading north) that is 1/2 of block from me.  Once you hit the main road heading WEST (Jefferson or Washington).  Both --I get both of them confused as they merge and separate a couple of times.   Just as along as you head the right direction :).   The main hospital is right off the Jefferson\Washinton streets, so it is easy to find and get to.

 It looks like the system is really messed up the base fees ($45 per night for the private 2 bedroom listing) . I'll try to get that correct right now.  It is NOT $1,890 total.  

I have insta-book on, so as soon I figure out the BIG problem with the pricing, I'll come back and hit pre-approve anyway.

Hope this helps and let me know if I can be of any further assistance.

Today at 9:20 AM

Guest:  I am going to be doing an ultrasound contract job at Lutheran Hospital in Fort Wayne, IN.  The dates are Nov 7 through Jan 13.  I was wondering how close this is to the hospital.  My email is (EMAIL HIDDEN)

Thank you in advance,

Today at 9:10 AM

[Robin4 · Accepted solution]

@Elizabeth10 This is precisely why I specifically put in a separate 80 Litre electric hot water heater in the cottage. It will give about 12-15 minutes of hot water before the hot is exhausted....and if they want to continue staying in there after that....well, be my guest!!

You have to be aware that these 'guests' exist, and you have to fullproof yourself as much as possible. I also have an electric wall heater in the bathroom but it is on a pnuematic push switch which I have set to 10 minutes...after that you have to push it again for a further 10 minutes of heat! It works well and I know they are not going to sleep all night with the heater running, or walk out the door and leave it on. The lights are all LEDs which use next to no power and I have set the panel heating to a maximum of 20c and by doing these things have made sure I am not going to get that 'rip snorter' of a power bill!

Cheers.....Rob

[Elizabeth10]

That's a great idea and thank you for suggesting it.  Unfortunately, my home is a single family home.   At the advice of my insurance agent to not build walls so I should keep it that way.  Also, technically homes in my neighborhood association have to be "owner occupied" .  So changing the plumbing and other modifications geared to multi-family lodging arrangements are not feasible.  Plus, eventually I hope to be in a position to not depend financially on airbnb listings after I get some of the upgrades \ repairs completed.  Top of my list is getting a basement toliet vs. dumping the porta-potti tank in the upstairs bathroom after a guest leaves, and egress \ basement exit window,  central a/c (I hate the whole house in the wall a/c) and the external garage is almost to the point of replacement  .... etc.   

PS. After an hour, I did consider turning off the water at the meter.  But then they probably would demand a refund, so I decided to deal with my personal mental stress as the meter continued to click for a full 2 hours. 

[Robin4]

@Elizabeth10......Ah, But what they don't know won't hurt them Elizabeth! You can purchase cheap tap timers now that can be easily incorporated into the water system that will automatically interrupt the flow of water after a set time. Similar to the 'stairwell light timer' I use for the bathroom heating! And I am sure your neighbourhood association would welcome your water saving ethos!

You don't necessarily use the option but, you tell the guests in your house rules (and point it out to them on arrival) that hot shower water is limited to 15 minutes for each shower, and explain that this is to satisfy your neighbourhood association rules and possibly that of Indiana should you have summer water restrictions there.

Fool them into thinking that hot water is finite and use accordingly.

Elizabeth there are ways and means....you just have to keep one step ahead of them.

By the way you mention neighbourhood association, how do you get along with them using a short term hosting platform? I would love to hear a success story where interaction between 'Cond/Strata' management and owner occupiers where home hosting is concerned......All we hear are negatives!

Cheers.....Rob

[Fernando16]

hi, I just opened a new thread about how to control our guest's showers

We had the same problem as you did, we have solved it with this device, Acqua tempus

https://www.youtube.com/watch?v=z7FrueY_kcw&t=16s

regards

[Cormac0]

@Elizabeth10 

In the gym I attend the sauna has a shower right beside it and I can't tell the number of times people take a shower and walk away without actually turning the water off.

In your case this carless use of the shower has been reworked  into "my son often spends an hour in the shower" and obviously there's no response to that.

When your so called President cares absolutely nothing for the environment and its resources why would the ordinary citizens bother.

[Fernando16]

---

@Cormac0 wrote:

@Elizabeth10 

In the gym I attend the sauna has a shower right beside it and I can't tell the number of times people take a shower and walk away without actually turning the water off.

In your case this carless use of the shower has been reworked  into "my son often spends an hour in the shower" and obviously there's no response to that.

When your so called President cares absolutely nothing for the environment and its resources why would the ordinary citizens bother.

---

hi Cormac

I quite agree with you;

not many people takes care about water consumption and energy waste; it is a big pity

Kind regards