Guest discriminatory language use on devices

[Patricia3428]

I’m a new host and have guests staying that via ring and Alexa notifications to my phone have heard/seen the guests using an absolutely unacceptable word.

They had been great guests as far as communication and upon arrival but when they returned to the house drunk their first night they sent an “announcement” via Alexa that also sent a notification to my phone (which I didn’t know was a thing). I added this word to a “routine” that announces use of this word in announcements is unacceptable. I also tried to shut off these notifications in app and saw this is a frequent word they used in general when speaking to the Alexa device. I wasn’t looking for this info at all and didn’t even know I could find it honestly! I left my devices for people to enjoy music on like I do and for easy on/off of some lights!  

I watched my ring footage the next night (thinking they had issues as they continued to lock/unlock the door) to hear them actually using this word. 

I’m not a person who takes this lightly and will always speak up about not using that term, but I’m unsure how in this situation. They’re in my house for 2 more nights so I’m afraid saying anything may lead to damage in my house.

I plan to leave a comment in my review and mark as someone I would not host again but how else can I handle this? Is this something to deduct the star review or just leave in the comments? If I report the person to Airbnb will they be contacted right away?  Would anything even happen? Since technically it was “accidental” I saw/heard this and it’s not directed at anyone I just don’t know how to handle, but this isn’t something I’ll not say something about somehow to the guest and to warn other hosts who hope to not have discriminatory things like this in their homes. 

Sorry this is long!! 

[Kate867]

@Patricia3428    In essence, intentionally or not you are spying on your guests and this is a big NO NO..  and a complete invasion of their privacy.   I assume, having read the three reviews guests left you, that you are a new Host and have Alexa devices throughout your property as well as the ring doorbell.  Hosts use Ring Doorbells for security and to check that the correct numbers of guests are arriving .. not to listen in on them.  If Hosts are concerned about noise, they may install a monitor that measures noise volume only.   Your guests conversations and words they use are private and none of your business.  Having realised that your Alexa devices were picking up anything, even a word you dislike, you should have immediately stopped listening/looking and disabled that function.  Same with the ring doorbell.  You don’t have to host them again, simply click the would not host again when reviewing.  But any mention of hearing any part of a conversation using any device will give these guests a valid reason to complain to Airbnb and have your listing suspended.  You can put cameras and listening devices wherever you like, both inside and outside but they MUST be mentioned on your listing prior to a guest booking.

[Patricia3428]

Good to know! I guess I didn’t realize that and since they sent that as an announcement and it came to my phone I wasn’t sure how that works. I do disclose there’s cameras and have multiple places there’s Alexa’s but I’ll have to look at how to add the listening devices. Thanks for the input!! I definitely shut off any of the things I can see, notifications, and all that now so I don’t have this to worry about it in the future! I’m apparently a bad Alexa a user too. 😅

[Kate867]

@Patricia3428  You don’t have to have those Echo devices even linked to your account… I don’t at my cottage, they are simply there for our guests to use.  You might find this article helpful.  

https://www.google.co.uk/url?sa=t&rct=j&q=&esrc=s&source=web&cd=&ved=2ahUKEwjVt-C96eP2AhUUmVwKHQyCA3...

[Patricia3428]

This is helpful, thank you!! I really appreciate your help and information on this. Definitely all stuff I should have looked into when leaving my personal echos and figured out before and now have all turned off so I don’t have this again. Now I’ll be stressed about getting kicked off for asking this question because I didn’t turn it all off before! A lot to learn so thanks for helping a newbie!! 

[Kate867]

@Patricia3428  no worries, we all start somewhere.   Asking for help and advice is a very good start indeed.  All guests have opinions and their own ways. As Hosts we have absolutely no right to ‘judge’ them based on their beliefs.  You cannot ‘inflict’ your opinions (right or wrong) on them.  If they are good guests, then rate them accordingly for cleanliness, house rules etc.  And then simply leave it at that.

[Colleen253]

“You can put cameras and listening devices wherever you like, both inside and outside but they MUST be mentioned on your listing prior to a guest booking.”

To be clear, recording devices can’t be placed just anywhere the host desires. 

For your reference @Patricia3428,

https://www.airbnb.ca/help/article/2914/informing-guests-about-security-devices

[Kate867]

@Colleen253 … I think the Host now understands this given my replies above?  No need  to keep getting at her, she now ‘gets it’ if you take the time to look at her answers.

[Colleen253]

@Kate867 I realized that. I was simply providing correction to your erroneous statement that recoding devices may be placed anywhere a host desires. It was your words I was quoting.

[Tamara682]

@Patricia3428 I am new and in the airbnb rules it explicitly states there may be NO CAMERAS inside the dwelling and NO listening devices other than a device that records decibels. It might be different in the UK, but I just read about someone in India being banned for inside cameras regardless of mentioning it in house rules so I am thinking probably not.
I only mention it in case it is an update and you aren't aware of it.

[Anonymous]

@Tamara682  Have a look at the link that @Colleen253 posted; it specifies what the actual rules are for indoor cameras and recording devices. That said, many listings have been suspended over guest complaints about surveillance, even when it was disclosed and didn't break the stated rules, so a cautious host would be wise to follow your advice and avoid indoor espionage.

[Tamara682]

@Anonymous 

Thank you for the correction. I do see where they are allowed in 'common' areas as long as it's spelled out in house rules and guests are notified. I was sure I read something about not being able to record conversations but apparently not.
I guess it's the horror stories that stuck in my mind over actual policy. Much appreciated.

[Sarah977]

@Tamara682  Personally whether it's allowed or not, I think having surveillance devices indoors is way too invasive and I'd never rent a place that had that. 

The only circumstance where it makes sense to me is in a hostel-type situation, where there are multiple unrelated guests sharing common space. In those scenarios, it could be useful to see which guests are leaving a mess behind them in the kitchen if everyone is denying that it was them, or if someone tells the host (who may live elsewhere),"I left my phone on the coffee table in the living room and someone in the house stole it while I was in the bathroom".

[Tamara682]

@Sarah977 I totally agree.   

[Gordon0]

Regardless of what word you've heard, your behaviour will have you thrown off Airbnb - and for good reason - if the guest gets wind of it and complains to Airbnb. You are on very thin ice, @Patricia3428.