Fellow hosts – need your advice on check-in timing & new update

[Paras45]

Hi everyone! 😊

I’ve been a little inactive on the forum recently—was having some issues posting (still happens sometimes), but glad to be back and hoping someone here can help or share their thoughts!

Check-in timing & guest communication:

I offer self check-in through a lockbox, but my listing mentions that check-in is allowed until 11 PM. A guest booked instantly and messaged saying he’ll be here by 11.

I’ve followed up asking for an ETA but haven’t heard back yet. My house rules say the main door closes at 11 PM, so I’m up waiting just in case, point is how long do i wait or what are my options (also recently, some additional guest showed up so i raised it with support and they simply asked me ask for reimbursement for the additional guests).

Has anyone been in a similar situation? Just wondering what’s the best way to handle this when there is self check-in, but there’s also a cut-off time. Would love to hear your suggestions!

Toiletries question:

I like to offer the same high-quality toiletries I use at home—makes it feel more personal and thoughtful. I noticed some hosts even mention specific brands for things like shampoo and body wash, which I think is a lovely touch. I couldn’t find where to add that detail in the listing though—do people just include it in the description?

New “Today” tab update:

With the new “Today” tab, I’ve noticed it shows check-outs alongside reservations, and it threw me off a few times. 😅 Curious to know how others are feeling about the update—any tips on how you’re using it to stay organized?

Sustainability (recently read a post for sept sustainability month on the community)

I have added in my house rules, and automated msgs but still often guest leave both the AC's on sometimes it's running at it's max at 16, so what i simple do since all of them are wifi controlled i turn then off my self instead of requesting again or notifying them, it's not only an energy issue but i believe also a safety one ? As i am not sure what time will they come back!

Thanks so much in advance!  🙏

Special shoutout to @Joelle43 for helping me multiple times already 🙂

[Paras45]

 

Hey everyone, i just saw this today and i wanna ask you guys sorry i have been very busy lately with work & personal health issues on my end - unable to read each response it's been a hectic couple of days, --- i raised this issue with airbnb on 4th i had an unauthorised guest, i have cctv coverage i was proactive about it and reported the same day talked to the support for almost 2 hours my issue was closed twice, without any resolution now i am being asked to just file with the resolution centre i just saw this again ?

And, honestly i am so disappointed that i got no reassurances nothing shared that what should i do next ? it has become very time consuming for me now, should i ask for extra fees through resolution centre or should i just leave ? i wanted to know my rights,  so i can make better and informed decision next time, this is when i specifically asked the guest to confirm in writing that they were 3 and they gave it to me in writing that they were 3 persons but showed up with 4 guests -- only thing i understood is that i can cancel the reservation if they are not paying or all the guests upon arrival ? 

@John5097 @Guy991 @Lorina14 @Mattew2 @Joelle43 Thank you for all the responses means a lot! 🙂 

[Joelle43]

Hello @Paras45 

So sorry to hear you're struggling right now and it seems that you need help with another issue.  It would be a good idea to start a completely new post so that it doesn't get too confusing for other hosts reading your first post on something else.

See you soon here on the CC!

[John5097]

@Paras45 

I would suggest just marking them down in the review. Don't even mention the extra guest before the review process is completed. 

You could request an additional fee and contact customer service but this will likely just end up with you getting a one star review.

Every day host post this same situation. They call CS and CS says don't worry we will remove any retaliatory review but they don't and host ends up with one star review and something false, that will cause host much more in lost bookings than any fee they collected.

In the review you can state something like "These were very nice guest, left everything in perfect condition, however they brought an unauthorized guest that exceeded the guest count."

In my listing I state "Ideal for a couple or solo traveler (two guest and one car max)"

So I eliminate this issue. But if you charge an extra fee for each guest, which is fine, I would just mark them down in the review and avoid a dispute with them and don't give any indication you intend to mark them down. 

 

[Joelle43]

@Paras45 

Great reply by @John5097 and he's totally right in his analysis of the current situation with Airbnb regarding the impossibility of removing retaliatory reviews.

You don't need the hassle right now so take a deep breath and as long as they leave the place in an OK state, then mark them down in the star allocation.  Guests don't see how many stars we leave them, just what we write in the review.

[Paras45]

@Joelle43 @John5097 Thanks so much, i did not knew this--- i was assured by the customer care representative that they have made case review and any review by these guests will be removed ? I was assured of this as this was not the only problem and i had spent nearly 4 hours with the support lately i feel the support has deteriorated.

[John5097]

@Paras45 

Yes feel free to create aborter post as @Joelle43 suggested. 

From reading many post CS often tell host don't worry we will remove retaliatory review but that usually doesn't happen because the guest review may not violate the review policy. So CS isn't intentionally try and deceive host as that's what they are trained to say but its really hard to get reviews removed. I tried once without success. 

Sometimes host still have to communicate with guests over some issue and just keep it constructive which I"m sure you do. For example thank them for staying, etc, then mention the issue you would like to address. 

I'd say if it's not disrupting neighbors just wait and save it for the reviews. 

But I'm not sure what other issues and that's subjective. Feel free to start another topic. 

For a long time I just look at it like, did this guest cost me any extra money in damages. If not then don't worry about it. For something minor just mark them down. I don't want something minor blowing up. 

It's also positive that great are booking your place so that comes with it and they are always doing something.