Emergency help nedded - a guest tells me 12 hours before arrival that she does not agree with my ho

[Lilly28]

Please, I need HELP!

A guest made reservation for 1 person. She arrivies today t about 2-3 p.m.

I send her information how to reach the flat and asking for the arrival of the plane. She ansered WE - arrive at 1 p.m.

I asked what WE means - as the reservation is for 1 person only.

I big discussion followed - I copied it - I asked through the Resolution center as well as personally to make the pay for the additional 2 persons. That is the final part of the conversation.

Lilly Please, let me know how many persons are coming with you, because you send me a message WE, so you are not alone?  

Yesterday at 9:18 PM

hy Luly.
thank you for your information. we are me, my hasbend and my tow dother age of 13 and 16.
Ora

Yesterday at 10:41 PM · Ora

Ora,
I went to bed, waiting almost one hour for your reply!

Lilly Ora, I AM GIVING MY GUESTS FREE CLEANING _ BUT NOT A FREE STAY!!! Please, note you made a reservation for just one person - and I had to ask you WHY you a sending me a message writing WE - I thought you might be arriving with your husband or a friend. I waited and waited for the answer of that question - and went to bed.

Today at 12:40 AM

THROUGH THE RESOLUTION CENTER

Please, note - you are arriving 4 people - but I received an offer for ONE person only!!! I waited more than 30 minutes after asking you WHY you are giving me a message that WE arrive - when I have a reservation for just ONE person - and went to bed= NO, I cannot clean and allow use of water, electricity, then using the flat for FREE WITHOUT any pay whatsoever for FOUR persons!!! My monthly pension is 110 euro! I am giving a present to my guests free cleaning, but NOT FREE STAY!!!

dear Lilly.
when i look into the website I look for home that fit to 4 peopele and your home was there. i payed for the home that spose to be for 4 peopele and not for each one apart! if i would know that is the price i would never take that ofer becaose its not in my buget. so we can cancle the dill or leave it the way we agry befor

Today at 1:08 AM · Ora

Dear Ora,
You have to cancel your reservation as you do not want to agree with my house rules - send that information to AirBnb, I am sure they can help you to find for you a better stay. KR Lilly

Today at 1:18 AM

Yesterday at 10:41 PM · Ora

[Letti0]

@Ute42  @Noel63  Stuffed cabbage rolls are a Swedish dish not German. I make them at the same time I am making stuffed sweet peppers as the fillings and sauces are almost identical. I just alter each batch a little from the basic recipes and seal-a-meal/vacuum seal into single, double or triple serving sizes and freeze them either cooked or ready to cook then if only 1, 2, 3, 4 or 5 are eating I have all the bases cover ;D 

[Ute42]

.

 Hi @Letti0 , You just know EVERYTHING.

[Letti0]

@Ute42  I wish I did. I'll be an empty nester next month. I am Italian and I love to cook, but I only know how to cook in bulk lol. I'm gonna be giving food away to friends and family. If you noticed in my Guest House I have 2 pot towers of LeCreuset and All-Clad and every other cooking thing needed or desired because I love to cook. I made sure to stock it for the gourmet cook.  I have wok's, tagines, chopsticks, pizza stones, double boilers, steamers, 2 different sized All Clad slow cookers, pressure cookers in various sizes, unique spices from WIlliams Sonoma and Penzey's plus all the regular ones, the list goes on. The Cottage when opened up next month will be stocked the same. I probably have 50+ cookbooks of every kind of cooking available in each also. They were all my top favorites. I personally have over 1000+ cookbooks and I know this because a teacher at my daughters school had asked the children to go home and count all the books in the house as an assignment and put them into categories like fiction, cooking, how too, etc. My daughter was very upset with me on the amount of time this project took her ;D there were over 2000+ books in the house. Just imagine if the 5000+ on my Nook had been hard cover or paperbacks. She may have killed me in my sleep lol...

[Ute42]

.

Hi @Letti0 ,

I also love to cook and I also have LeCreuset, I love these pots, mine is in the original orange. Also I have Gaggenau ovens and the like. Also the socialising that goes along with cooking is nice.

This year I got a vegetable garden as last year my husband got a brandnew excavator for his birthday and meanwhile he has changed the entire landscape in front of our house. He isn't finished with it yet, work is still in progress. Let's see how this area looks next year. My guests are allowed to help themselves with the vegetables by the way.

This year I don't have much time for cooking and the garden, next year it will be better.

Sorry @Lilly28 , for using Your thread for this conversation.

[Lilly28]

That is what I wrote - but how I can get in tuch with Airbnb Customer service?

As there are four of you intending to stay, not one, the current booking is inaccurate. The guest number needs to be truthful as per AirBnB booking requirements. If you do not accept the alteration with price increase, then regrettably, your family cannot stay.
I received a message that you agreed to pay - but also that the payment is delayed. Please, note that my insurance will not be covered in case you do not make the payment, therefore I cannot allow you to stay before the payment is finalized. I hope that it will be completed before your arrival. KR Lilly

Today at 6:42 AM

[Sandra856]

@Lilly28  Try under "HELP" scroll almost all the way down and you will see a button on the right side called "Contact". ASAP means "as soon as possible" 🙂

[Barry105]

lilly any time I see "1" guest i immediately ask for clarification.  I tell them we need the passport photos of anyone arriving to our property, it weeds this right out....Only the passport photo guests will allow to be admitted to the property.  If any suggestion I can give you would just be more vigiliant on finding out exactly how many people are arriving from the minute they book.

[Cathie19]

Hi @Lilly28. Like @Barry105 has stated, even if they list a number in the booking, always confirm it in your returning Airbnb messages.

I usually start my conversation with the following.

1. If there is an error in nights needed, or 2. With the # of persons coming, I find out very quickly.

“Good evening (Name? )

Thank you for choosing my Airbnb homestay.

I am happy to accept your request for four people, for four nights accommodation from Wednesday 27th through to checkout on Sunday morning 1st July at 10 am.”

 What time will you be arriving....... etc etc etc..... get as much information as you can! 

🙂

Cathie

[Cathie19]

Hi @Lilly28.

I can not know what your listings “settings” are, but consider if you have lots of art, some sort of security deposit.

Secondly, to avoid this last minute rush when something is wrong with a booking, have you got guests able to book in the same day? I don’t sothis might be worth considering. They can always make contact with you and make a request to book but they cannot actually book if within that timeframe. It can be very useful to also filter out “local” guests or others who may have been removed or cancelled on by other hosts.

Thirdly, a minimum of a two day stay will reduce cleaning and stress? It also alters the type of guest.... you may choose to vary this with the tourist season. 

Go to your listing

 - go to booking settings and make sure you are making things okay for yourself. It’s what works for you. I have used my setting as an example. I have a two night minimum and a 21 day maximum, because I do not want them to get too familiar with things... 🙂

OTherwise,  ignore my query and suggestions.

🙂

Cathie

[Lilly28]

Hi - all of you are helping me, giving me a hand I so much am in need! Thanks!!!

But what should I do when this family shows up before my block - I even suggest that the lady would ask to give me the money by hand.

Yes, I will raise my deposit although I am insured twice. If only you knew how many times I needed friends like you! The problem that I am allowing 1 day stay is because I need to have at least 100 reviews, otherwise I am just not recognizable. I know my flat is worth much more than hundreds with 300 or 200 reviews, but unfortunately guests are like sheeps or other animals in group - they copy what others have been doing, so they are booking flats with more bookings.

I will try to make more pictures these days and I will be very happy if some of you appreciate the new pictures as I made many alterations and there are many more pictures.

[Emilia42]

@Lilly - Hi Lilly, if I am understanding correctly from your posts, you have altered the reservation to 4 people and the guest has agreed to pay the additional balance. This is now in the hands of Airbnb. They are the ones who handle the payment. Airbnb has likely already authorized for the additional balance to be put into your account but this will take processing time as it does with all reservations. If I were you I would not involve the guest any longer and contact Airbnb to make sure the payment is pending.

[Christine615]

The problem is Airbnb doesn’t  always adjust the price. Sometimes you have to do it manually.  This is such a mess. 🤔

[Sandra856]

@Lilly28 @Emilia42 When the guests confirm the new agreement Lilly will receive an email straight ahead and the reservation info will also show 4 people. If Lilly didn't received a confirmation mail it means the guests didn't approved to the new agreement and they didn't pay. Lilly should definitely ask the guests to approve before she welcome them into her home. 

[Sandra856]

@Emilia42 Lilly made the mistake to ask for money through the resolution center at first. The guest apparently agreed to pay but then Lilly realized that she should just alter the reservation. I have done that myself on several occations and there is no pending time or anything like that. 

As soon as the guest press the agree button the reservation changes immediately. 

[Emilia42]

Sorry, I may have misunderstood. When Lilly mentioned that the guest aggreed to pay, I assumed that meant they had accepted the change.