Guest accountability -Guests not reading House Rules or messages.

[Kristin108]

I am a full time professional host with superhost status. I have 3 listings that I have been hosting for nine years.

My properties are booked at 100% through the end of September and most of October... And I do enjoy what I am doing...

My property is unique as I am on a 67 acer farm in the foothills, outside Portland, OR. So there are important details the require a phone call... As I do not have cell service here at the farm, I require ALL guests call me on my landline before check in. This avoids people getting lost, etc... Or driving the long way 3 miles on a gravel road. But it also creates a rapport, (I hope) so guests feel they have a connection with me as the owner.

But I am continually frustrated with the issue of guests not reading either my detailed descriptions on my three listings, or the messages I send out after the guests has booked.

As this is now August 2021, it seems like peoples brains have turned to mush! The sense of entitlement guests appear to have is astounding! 

What happened to guest accountability? 

People do NOT wash their hands, they do NOT properly wash their dishes, even though I have a new, expensive dishwasher... They continually break wine glasses and don't bother to mention it or offer to pay for them...  And they do NOT empty the trash! Often with used tampons and or dirty diapers!!

They do not even properly flush the toilet... And the list goes on...

I have always required an initial meet and greet and walk through, because my properties are not 'cookie cutter'.  I have to show each guest where to park and where the trails are, etc... 

This check in process is ALL outlined in my automated message when guests book. And I recap a few days before they arrive. But to no avail!

Often guests are rude, and in a hurry to just get into the house... And if I have an group of unrelated people who have booked, they scatter like cats... And then complain that they don't have this or that... (When actually I have shown them, or its in a cupboard like the iron).

Or the could just call me from the dedicated landline in the Guest House to my landline... As I have explained upon check in... Or walk 100 feet and knock on my door!

I truly think it is about time that Airbnb stepped in and had guests sign some kind of agreement!

Guests should be made accountable and responsible!

(Just like we as hosts had to for CDC cleaning compliance)...

Any suggestions on how to get the non existent customer service to get a clue??

[Kristin108]

Hi @Robin4,

I do understand your point, and thank you for including your screen shot... Very helpful info!

Actually I do live on site, but as a working farm on 67 acres with 3 full time listings, I work a 12 hour day as it is... All 3 of my listings are booked out at almost 100% till October... And it's only the 2nd week of August! 

As a professional full time Host I am very familiar with 'normal' messiness...

What I am concerned about here is escalation into the realm of a health hazard... And as you well know, washing hands is the best way to prevent the spread of germs... 

My father was a doctor, so I was raised on Sterile Technique, so I am very familiar with the CDC cleaning protocol...   I and my one cleaner, are vaccinated, use protective gear, and are extremely diligent about our cleaning practices... 

I can understand nuances in house rules... I make guests take off their shoes before they enter the 'Guest House'... So yes, I am picky... 

Again, What I am talking about is a TOTAL disconnect...  And a TOTAL lack of understanding on how to wash their hands, etc... That is just the first issue... Actually Excrement left on the toilet seat, etc... is a bit more concerning... 

[Robin4]

@Kristin108 

Kristin, the human mind is a crazy thing, people develop perceptions.

Now when I say that, people subconsciously think of farmstay, camping, as 'roughing' it....getting back into the wild, where civilized city conventions are not important, time to get a bit of dirt on your hands.

You are perhaps looking for 5th Ave guests while they are looking for a hayseed experience.

Look at that review of Terri's.....where the hell did she think she was booking a listing? In the southern end of 'Sheep Meadow' in Central Park!!!

She complained about long grass she couldn't walk through, hay fever allergies, poor internet and just about anything else that goes with staying in the country!

The rest of your guests have given you great reviews but, you do seem to have reviewed a very small percentage of those guests....is that because they have been disrespectful of what you offer and you have felt it diplomatic to say nothing rather than calling them out?

Kristin, I love what you offer being a farm boy myself when young but, your listing is titled 'Escape to the country on a gorgeous farm retreat' and I feel what you are expecting of the guest and what they are expecting of you by what you offer and promote are two entirely different things, and possibly this is where your conflict is coming from!

Just my thoughts.

Cheers.......Rob 

[BenkaandKeith0]

But that is why one must read the House Rules @Robin4 and I certainly hope you can not argue this one. As every household, every host does it the most suitable way for themselves. And their guests, their culture, way of thinking, etc... While most of Americans don't give a **bleep** to recycling, we get A LOT of guests because we do care about the environment, do mind our impact and try to do as least damage to the Mother Nature. That is why we drive one hour there and back to recycle. And our guests seems to appreciate.  If the House Rules are too difficult to read/respect, then please be my guest and check into closest Holiday Inn, Ramada, etc.... They welcome everyone into commercial operations. We invite them, for change, into our own homes.

[Colleen253]

@BenkaandKeith0 What would be nice is if AIRBNB would take the initiative to school guests on what they need to know - primarily, how unique and individual each host and listing is, and therefore how important it is to read a listing's house rules and description well. Instead, they allow a guest to sign up to the platform and book in 60 seconds. They bury our house rules. Chesky himself demonstrated how to completely ignore listing description and house rules when he booked to stay with the alpacas 😞

https://www.airbnb.ca/resources/hosting-homes/a/what-hosts-need-to-know-about-airbnbs-announcement-3...

11:27 he skips right over the house rules and books. What an example.

[BenkaandKeith0]

TOTALLY AGREED! They push around those poor House Rules like they are some trivial info instead of vital chunk of info! We called, wrote, pointed out, ... tired of letting them know what needs to be changed to be the most efficient. You simply can not move one if lack interest...

[Kristin108]

Hi @Colleen253

I love that you caught that about Cheskey, **

**[Personal remarks hidden - Community Center Guidelines]

[Betty21]

great to come across this thread.. and reassuring (somewhat) to realize I'm not alone... Have just got crappy reviews from 2 sets of guests who both happily admitted they hadn't looked at my 'rules' or indeed anything else on the page.. and then reviewed me poorly based on things they most definitely shouldn't have expected...  the upshot being I am threatened by airbnb with being suspended for a week... So very unfair - though of course I am questioning it...  Definitely guests need to at least tick a box statingtehy have read the 'rules'

I shall definitely send this concern through the feedback link

[Robin4]

@BenkaandKeith0 

I agree with what you are saying, but with all due respect, you miss the point. It isn't a matter of whether they are going to read and obey the house rules.....what I am saying is they will bu*ger them up, they won't follow them properly. They are strangers on your turf and even putting the most comprehensive of directions in house rules does not insure that the guest will read them or interpret them properly or correctly.

Benka, or Keith, further to my last post, your standard and mine will be entirely different to what the guest considers an acceptable standard! They are on holiday, leaving the property in immaculate condition does not fall high on the priority list of many of them. Since I came here to the CC in 2015 countless thousands of posts have dealt with guests and hosts perception of house rules,  and Airbnb cannot mandate a standard because, you and I and other hosts all have a different idea of what is an acceptable standard.

I would rather know where I stand than second guess what the guest might have done, so I request they just look for the Airbnb sign at the front gate, enjoy their stay, and leave it rather than make some half ar*ed attempt to put it back the way it was! 

Lot less hassles for both me and the guest!

Cheers........Rob

[Basha0]

I have barely any issues with house rules as I have them read and sign approval. This is sent in advance 

[Kristin108]

@Basha0 ,

Thanks for your reply...

How do you get them to sign an approval?

Would love to know how you implement that, as it might go a long way towards helping me with my issues... 

[Lorelei11]

Guests not reading my listing and house rules is definitely a pet peeve of mine too. I have now put vaccine required in my listing description area as well as *Please read and agree to house rules before requesting to book. I am a 69 year old 7x Superhost who hosts a room my small home in Austin, TX that is now in Stage 5, so I must be careful. yet Airbnb sent me warning saying I can be suspended for declining reservations I think are unsafe, but I digress. I am constantly getting asked questions that are clearly in the listing details . Unfortunately it seems people don't really read anymore.

[Kristin108]

If we all join forces and send this concern through the Feedback link here: airbnb.com/help/feedback

Maybe Airbnb will take heed...

Other than that, apparently we are on our own!

Sorry to hear about the absolutely political stance that Airbnb is taking about requiring that guests be vaccinated. We as property owners should be able to host as we see fit. I would guess their answer is 'if you don't like the rules, don't host... Failing to see that some are dependant on the additional income...