Guests abusing hospitality

Christopher2258
Level 1
Coventry, United Kingdom

Guests abusing hospitality

What should I do about guests who have taken supplies worth £20 without using them and not leaving for others to use?

5 Replies 5
Timi-and-Istvan0
Level 3
Budapest, Hungary

Dear Christopher,

Open a case through Airbnb. If the guest does not pay, Airbnb AirCover will pay. The uncomfortable part of the situation is that Airbnb first asks the guest, and if they do not pay, then AirCover pays.

Lorna170
Top Contributor
Swannanoa, NC

@Christopher2258    Guests have gotten much more entitled and uncaring over the years, so guests taking items that have been left as a courtesy or making off with the supplies that make your property a stand-out is annoying and becoming more frequent.  

 

AirBnB is review driven, and one thing that you have to concern yourself with is at what price point or degree of aggravation do you request that the guest who has left reimburse you for damages or the taking of supplies.  Guests are quick to take offense when asked for payment and will probably retaliate by leaving a nasty review.  You don't want to lose your marketability; be careful in your actions.

 

My price point for damages and annoyances is about $50.  Guests have taken the extra rolls of toilet paper and the laundry detergent -- one guest made off with an omelet pan and the dish drainer.  I allocate $2 of my earnings per booking to a replacement petty cash fund that takes care of these unexpected expenses.  Yes, it "penalizes" the good guest and reduces my income, but having this fund keeps me sane when that entitled boor takes advantage. 

 

Your review of the thieving guest may be simple -- "I do not recommend them as a guest".  No details or further explanation given.

 

 

Emilie
Community Manager
Community Manager
London, United Kingdom

Thank you @Lorna170 and @Timi-and-Istvan0 for your advice!

 

@Christopher2258 Did those tips help you decide how to proceed? Please let us know how you proceeded, it might help other hosts in a similar situation in the future. 🙂

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Merci de jeter un oeil aux Principes du Community Center/ Please follow the Community Guidelines

Yes, 

I decided to to take this one on the chin. I have communicated slightly differently, implying that the supplies are for use there and to help us by leaving enough for other guests. 

Time will tell. 

Also, Airbnb sent me $30 as a sorry gift.

Chris

You did well @Christopher2258 not to put in a claim and @Lorna170 advice is spot on.  We have to choose our battles now as the risk of a retaliatory review is very real and for £20 it's not worth the hassle.  The cost of a bad review is way higher unfortunately.

 

I love the fact that Airbnb gave you a $30 gift card - nice to hear😊

 

And yes, communicating our expectations with guests is a better approach and hopefully this won't happen again.  It's happened to me once in 4 years too

 

All the best with your hosting Christopher

Joëlle

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