I've been hosting on Airbnb for several years and am a longs...
I've been hosting on Airbnb for several years and am a longstanding Superhost. I am very disturbed about recent posts on soci...
Fairly new to Airbnb and so far have had nothing but a positive experience. We just had a guest stay for 2 nights that took a bunch of small things (tub stopper that catches hair $15, cleaning scrubber for tile $10, and numerous other little things like all the spices we had up there, the hand soap containers, the dryer sheets, the entire box of trash bags (about 80 to a box) and more...
So far I only wrote them to ask them how their stay was but I was building a list because I now need to go shopping before our next guest in two days. If I question him and get no/lack of response how does leaving a honest negative review work? I'd guess theyd also ding me in return which would hurt our rating but I feel obligated to let other hosts know....it's small stuff but stealing is stealing and now I have to go shopping for stuff that there were adequate supplies for.
In reviewing my porch cam let's they also had two extra guests late last night also violating our 3 person stay limit/house rule and I'm watching them walk out with some of the supplies...
Any advice on how to ask the guest what's up with all the missing stuff or dealing with the review process would be greatly appreciated.
I once read a book called "Don't Sweat The Small Stuff".
About the extra guest(s), that sounds like a breach of the contract and needs to be addressed.
Pick your battle.
Good luck!
PS Only leave bare minimum supplies at each guest changeover. For example, 2 guests then 2 bath and 2 hand towels, of course, based on length of stay.
They checked out this morning, since I didnt see it late last night how would I address the extra guests?
I'm trying not to sweat the small stuff lol, but they also left their trash upstairs in bags that ripped open and dumped dirty diapers all over my driveway when I took it out. They literally stole all my bags but couldn't even use one for their own trash...just plain wrong.
I'm happy to just leave an honest review but didn't want to get dinged in return...
@Kyle-And-Jess0 A guest can't "ding you in return" for the review you leave- reviews are blind, so your review isn't visible until it is published, and then it is too late for the other party to leave a review. The review period is over as soon as both parties have left a review, or at 14 days if only one of you has. The guest can leave a response to your review, but the response appears on the guest's review page, not yours, so future guests will never see it.
So always leave honest, factual reviews. Don't speculate as to motives or outright accuse a guest of something you can't prove. You don't want to chance having the review removed because some CS rep decided it violated review policies.
"There were a number of missing items after this guest's departure" is just a fact- you haven't said they were thieves, but it's obvious to other hosts reading it that they were. If you have camera footage of them walking out with your stuff, you can submit that to Airbnb and charge them, if you feel it's worth it.
Try to be balanced- if there was anything good to say about a guest, work that into a review, but don't wrack your brain trying to think of something positive to say if they were just all-around crappy guests.
If you find things missing, a message to a guest like, "Hi XX, after cleaning the unit, we can't seem to find___. Did you put it somewhere we may not have looked, or maybe accidentally pack it with your stuff?"
Hosts have gotten things back like that- either the guest did stash it somewhere strange, did accidentally take it, or took it on purpose, hoping it wouldn't be noticed, but when asked, did the right thing and returned it.
However, in the scenario you described, that approach would likely be useless- they obviously fully intended to make off with all of it and aren't even likely to reply to a message about it.
Do not leave things like boxes of 80 trash bags, 24 packs of toilet paper, etc, where guests can access them. Try to leave only enough of everything for the number of guests and the length of the stay. Doesn't mean you have to be chintzy- a few extra rolls of TP and few extra garbage bags is fine, just don't leave what would have lasted you for the next 3 weeks and 6 guest changeovers.
Some guests are actually clueless, and think all available consumables are for them to help themselves to, like they would take all the toiletries in a hotel room, and some are just greedy, disrespectful cheapskates who know they are stealing, but want to get their "money's worth". Easier to just remove any temptation.
As far as the extra guests go, if you have footage of them entering and not leaving all night, you can try to charge them for it, but the hassle and time might not be worth it.
I'd tend just leave a scathing review, mentioning the missing items, the extra guests seen on the last night, and the mess they left behind, and then forget about them.
(If you don't get a notice that the guests have left a review during the first 13 days of the review period, write out your review offline, then copy it and submit it 5 minutes before the 14 day deadline. By the time they get the notice that you have left a review, it will be too late for them to submit one. Although they can't see your review before it's published, guests who know they've behaved badly will often leave bad reviews, because they assume you have. But they may not review at all if you don't review until the last minute. If you do get a notice that they've reviewed before the review period is over, there is no point in waiting until the last minute)
@Kyle-And-Jess0 I would wait until the last hour of the 14 day review period and then I would give them a negative review. I wouldn't say they stole anything, since that might cause the review to be removed. I would say something along the lines of X guest stayed for two nights and appeared to use several week's worth of supplies. This guest also had trouble following house rules on guest count and YY whatever else. We would not host them again and can't recommend to others.
Something like that.
I wouldn't ask them about any of the items until after the review period, because if you do ask you increase the chances of a retaliation review, and since it appears you're pretty clear they stole the stuff, they won't admit it.
Thank you for the awesome feedback. It's not worth fighting them for the $50 or so in stuff, was more the principal and was going to ask them in a message but now wondering if I should just wait and leave the negative review at the two week mark...think it's even worth messaging them? It's not one thing, it's several and some is visible on camera so they obviously intended to take it... Thank you all again for the feedback!
@Kyle-And-Jess0 I think messaging jerks like this would be an exercise in futility. They were so disrespectful on many levels, I can't imagine any positive outcome from messaging them. I can't imagine them saying they thought it was theirs to take (that might be somewhat believable had it not been so much stuff and not included non-consumables like the tub stopper and scrub brush), or "Oh, sorry, how much would you like us to reimburse you?"
Plus if they think you are just letting it all go, they may not bother to leave a review, but if you confront them, they may decide to leave some review full of lies.
I don't suggest letting guests get away with major transgressions, or stealing or damaging expensive things, but as M199 said, pick your battles. Oh, and leave them 1* across the board, which will prevent them from Instant Booking anything.