Guests arrive hours after pre-agreed time

[Carole997]

We're relatively new to airbnb (since June), and our biggest issue is most guests arrive way past the agreed time.  On Friday, our guest said about 7.30pm via email in the week, then on Friday morning said 5.30pm. When 5.30pm comes up, I get a txt message saying that they are only leaving now and would be at ours at 8pm.  They arrived at 8.30pm.   Today, Sunday, the guests requested as early as possible (before 2pm).  They indicated 1.30-2.  At 1.50pm I get a txt saying that they're just leaving and will be at ours around b days 4.30pm -5pm.  Wrecked Friday night plans, wrecked entire Sunday afternoon.  We can't offer self check-in due to the nature of our property.  Virtually all guests have done this, so we just sit around for hours waiting.  Any recommendations on how to deal with this as we have a family and also a life?  TIA

[Mike-And-Jane0]

@Carole997 We suffer similar issues but only with about 20% max of people who come. Perhaps say you can't do early check ins so that at least they will only disturb your evening

[Carole997]

We'd actually rather they check in earlier than 3 or 4 hours after their nominated time.  I think guests don't understand that we don't have a "manned" reception and have no regard for the fact that they are staying at an airbnb and not a hotel.  Add to that that virtually no one takes out the garbage (2 out of 40), no one cleans the BBQ, and perhaps 50% put away dishes, toaster, kettle.  I can see why people charge a cleaning fee.  Perhaps airbnb is simply not for us!

[Helen3]

Can you not offer self check in @Carole997 

[Carole997]

As I mentioned, that's not suitable for our acerage.  We live on the property as well and it needs a gate key to open/close the entry gate to make it dog friendly and enclosed for dogs to run free which is an attraction of our property.  We can/will not give the key to unknown for security reasons.  I think we'll likely end our stint on this service, as it's not really worth it (notably the endless wasted hours waiting for guests) despite the bit of extra income.  Thanks for responding 😀 

[Danielle603]

Congratulation @Carole997 for your nice studio and excellent rating (5.0 is not so common...).

I checked your  listing, and saw that you are very flexible for check-in time (2pm to 7pm). According to that, people who tell you that they will arrive at 2pm can arrive at 7pm. This is not against your rules (but it is not very polite...). IIf you wish to keep these times for check-in, then explain your guests that you will be there to welcome them and need to know their approximate arrival time. Another solution is to shorten check-in time (e.g. 3 to 6 or 4 to 8).

The same with your cleaning rules: in your house rules, it is writte to leave the place clean... but what is clean? You need to be explicit about your expectations. For instance: take the garbage out. This should also be communicated separateley (as your other rules relative to pets). You can for instance write a message the day before departure thanking for their stay with your final instructions.

[Helen744 · Accepted solution]

@Carole997 Yes it is very frustrating to sit around an d wait for those who are not courteous enough to let you know . I generally spell it out in both my rules and text messages that a 'time of arrival ' and a text message if not able to arrive then is imperative as I do not live at the home but prefer to meet the guests for their safety and ours. As you probably are aware in this wide brown land of ours many travellers on long trips drop into caravan parks and cabins by booking late in the day and wherever they end up. I suspect these are crossover travellers who are unaware that Airbnbs are owner run and not flexible in this way . Its worse if you offer one night stays. Make it as clear as you can that 'arrival times ' must be texted ' before the travel time for such things as cleaning , putting on heaters etcetera.There is a section where travellers should put 'arrival times. I take my final checkin time back to 6 in winter and arrival any time after two. People sometimes think that this means they can float between these times. It is important that as soon as the booking is made you explain that an accurate arrival time is imperative as someone will be waiting to show them over the house and explain any issues. This is it seems an uniquely Australian irritation and all we can do is communicate communicate communicate and hope the guest does too.This is another reason that I always send both my mobile number and message the guest all instructions as well as reminding the guest that they must provide a working mobile number at all times during the stay , for your safety and theirs.   Good Luck ... H

[Kitty-and-Creek0]

@Carole997 

We are in a similar situation in rural mountainous Northern California. We are a home share, and are present at all times when guests are on the ranch. We have check in 3 pm - 9 pm. We request guests send us an ETA when they are en route. The trick to this, we have found, is to be relaxed and flexible. It is the hospitality business after all, and we are getting paid with their hard-earned money. Some guests are coming after a work day, others are on a car trip with cool places to stop along the way. Others stop for dinner at our small town, which supports local merchants in our community. Our warm welcome sets the tone for their stay. When our guests are happy, so are we. That's our formula, works for us. May you find one that works for you!

[Fred13]

Two observations: One you do ask the guests to do quite a few things and some of them may threaten consistency specially when it comes to - cleaning.

Secondly, you are getting paid no matter when they arrive. You do offer a wide spread of possible check-in times, maybe best not to, and of course many will ask for exceptions, but this may lessen your present wide spread in arrival times. What do we do? We get someone to go meet the guests if they are arrival at some crazy time. I then catch them on the way out. 😎