Guest compensation?

[Jeffrey447]

Just got into the Airbnb scene and am terribly new at this. The current guest (the third one we’ve ever had at our place) contacted our property manager and stated that he had issues with his stay.

1) no hot water in one of the showers.

2) cockroach in the cabinet under the kitchen sink

 3) no trash can

 i called him and told him how to work the shower valve (it’sa little tricky), apologized for the bug (unfortunately palmetto bugs are ubiquitous in Florida and I’m not sure how to deal with that going forward), and we found out that the trash can had blown down the street from heavy wind. That being said, I have no reviews yet and am worried that an unfavorable one will really hurt this early in the process. Should I compensate this guest in some way? What would you suggest?

[Alexandra316]

@Jeffrey447 Welcome to hosting! 

A few questions: how long is the guest staying and when did they report the issues, and how long is their stay? Do they have previous reviews, and how were they?

The fact that you're a new host and that they mention a cockroach is a red flag to me. Some guests specifically prey on new hosts, and "there's a fly in my soup" is the oldest trick in the book for getting a discount or a free stay. 

If the guest seems satisfied with the resolutions/explanation, I'd be inclined to leave it alone. None of these issues are major. 

I would take away a few lessons: if you don't provide info on how to use the tricky shower, add that right away. For the bugs, maybe set up a regular schedule with an exterminator if you don't have one already. I would check to make sure there are no cockroaches too, just to be sure. If it seems like the guest is angling for a refund, I would do that immediately: get an exterminator to sign off that there are none. The garbage can... not much to be done there if it blew away on trash day. 

[Jeffrey447]

Hi Alexandra, thanks for the welcome! To answer your questions, he’s there for 5 days and his complaint was last night on day 3. He only has 2 reviews which are fine but generic. I agree about the takeaways, will leave instructions for the shower handle. The place is regularly treated and was about a month ago, but unfortunately it’s difficult to say you’ll never find a bug in Florida. I asked him how his stay was other than those issues and he said, “eh, not so great, the weather has been bad,” which of course I can’t do anything about, but I think it just adds to his overall unhappiness with the experience. If I were to compensate, what would be appropriate?

[Alexandra316]

@Jeffrey447 I don't really think you owe him anything. I know it's nerve-wracking waiting for reviews when you're a new host., but giving a freebe is never a guarantee of a good review anyways. If anything, I'd probably just drop by with some treats or a bottle of wine, if you think he might appreciate it. None of the issues sound like a reason for a refund or discount, in my opinion.

I totally understand about the bugs in Florida: they're just endemic to hot climates. I'm assuming you also explained that to him and mentioned the exterminator when he complained. 

[Alexandra316]

@Jeffrey447 Personally, I don't give a free or discounted stay unless there was a major problem. The only example I can think of offhand:  I once had a guest who lost heat on the coldest night of the year and I couldn't get the boiler repaired until the next day. I provided heaters and extra blankets, and I gave him one free night (out of a two week stay). I also apologized (of course) and brought pastries. He was fine with it. 

I had the fridge die during the summer. I replaced it same day and brought my guests a bottle of wine. No free night or discount, and I still got a five-star review. 

I've almost never offered a free or discounted stay, and my guests are happy. Don't make it your go-to solution.

[Mary419]

Totally agree you only give money if they asked for help, legitimately something was wrong and you could not fix it when they told you about it. 

The type of guests who complete their vacation and then at the end send a list of complaints and ask for money are rampant. Do not reward this.  And pest control can result in dead palmetto bug (roaches) under the sink of the cleanest house in town if you live in the this area. Don’t pay people for seeing one. I explain and apologize and never pay for that sort of complaint 

I’m sure the manager would have explained the shower if the person had asked right away. 

And lastly but maybe most importantly all the experience some of us have in making decisions on what to do with complaints like these is now a moot point. Airbnb agents are now allowed to take back 50% of the rent for complaints like this. Without your consent and in some cases ON TOP of compensation you have given voluntarily. Before this year they could only take back the cleaning fee for this sort of complaint. Going to half the rent was a huge power grab and it’s very unique to Airbnb. No other platform does that so it makes it so we have to handle things a special way when it’s an Airbnb guest and we know that risk is there.  

[Ann72]

Yes, @Jeffrey447, chiming in with @Alexandra316 and @Mary419 - please don't be the host who trains guests to ask for refunds over the slightest issue.

[Jeffrey447]

Looks like everyone is in agreement. Thanks for the advice guys!

[Sarah977]

@Jeffrey447  It might also be a good idea to mention in your listing description under "Other things to note" that some insects are endemic to your area, and that while you have a regular fumigation service, a dead or live bug could possibly be encountered, it's just the nature of the tropical climate.  

It's always best to mention any warts along with the positives, to cover yourself.

And make sure your cleaners are being thorough and not neglecting to check under the sink and other non-visible areas.

[Jeffrey447]

Great point, thank you!

[Emilia42]

@Jeffrey447 Thinking back to when I was new ... I would play this off as:

"Thank you so much for bringing these things to my attention. Since you are one of my first guests, I really appreciate the feedback so I can keep improving the space for future guests. I will be sure to place instructions for the hot water in the bathroom. The house gets regular pest control inspections (or whatever it is call) but I will be sure to alert future guests to the certain types of insects that are prevalent in Florida. Unfortunately, the outdoor trash can blew down the street with the last wind. I will find a way to secure it to the building so it will not happen again and create confusion. Again, thank you for your feedback. etc, etc."

[Jeffrey447]

That’s pretty much the overall gist of what I said to him. Thanks for bringing it to our attention, one of the first guests, it’ll help us improve.  Thanks to all of you who have chimed in, you’re very helpful!

[Jeffrey447]

To be honest, it’s a bit of a wonky shower valve, I should just bite the bullet and replace it anyway I think.

[John5097]

@Jeffrey447 

Most of the time, if not always, its how well the host can communicate. I'm always super nice, thank them, explain the situation in a way they can understand, then leave it up to them. You simply can't control what someone else does. I also avoid anything that might suggest I'm open to negations, like "please let me know if there is anything I can do to make you stay better", and instead say, "if anything isn't working 100% please let me know." I'm not saying you took the wrong approach as I haven't read you listing or communications. I also don't mention reviews at all during their stay as that might be interpreted as an opportunity to negotiate. Looks like you got some great suggestions. It also helps to seal up a dwelling as much as possible, foam or joint compound around in any openings, seal any gaps under doors etc. That's something I as a host can control. A review by the guest is up to them. Just do the best you can and don't worry about what you can't control.