Guests will say anything to get freebies

[Paula2222]

As someone who worked in corporate retail management for 10 years and has been in the AirBnB business for 2, I can tell you guests will do ANYTHING to get free days of stay. Here is a list of the things you might hear. However, it’s not always false but typically it is

1. “It’s unsafe” Or “I didn’t feel comfortable”  (But they don’t want to leave). There is some crazy website out there that tells customers the key words to get anything for free. I’ve seen it from rental cars, to homes, to destinations. It is the target word that, to them, means if they don’t get their way they can complain to corporate and get all their money back, especially after they’ve already completed their stay. 
   
   
2. “It was dirty”  This is a BnB guest fav because they realize it means they’ll get a big discount on their stay if they complain to the right people. IE: AirBnB, their credit card company, or when they claim they are besties with the head of any major company. Yes, this happens a lot. Most of the time, these people don’t even clean their own house but they expect hospital grade sanitation, the house to be fully deep cleaned up to pre-sale status after every clean but then complain they have to pay a $$$ cleaning fee. If your property allows pets, just wait for the ridiculous amount of “I have allergies and asthma” complaints. If they find one singular hair anywhere (and yes, they will rearrange the whole house to find a dust bunny) they will expect to stay for their intended time for free. It’s probably not your housekeepers fault so stop blaming them. 
   
   
3. “I want free firewood, groceries, toiletries, unlimited toilet paper, paper towels, and there better be 5 sets of sheets for every bed”. Trust me, these are some docile requests that happen often. They expect the host or the housekeeper to be on call to them 24/7. I have been asked to collect groceries (and was provided with a weeks supply of needs list) that they expected for free or for a minor fee, both of which didn’t amount to the $300 bill it would have cost the host. When they don’t get that, they threaten to complain to corporate and/or say they’re going to go somewhere else until they get their way. And no, I did not purchase their ridiculous grocery list. 
   
   
4. If they aren’t satisfied with your response, they will create a lot of problems out of thin air. I’ve even had guests spill drinks on the floor and send photos BUT the photos received from the housekeeper proved otherwise. (Always request housekeeping pics when they’re done. It’ll save your butt more often than not) 
5. “There was a locked closet in the house. That’s not fair!” This isn’t because they wanted to use that one closet you hide all your extra supplies and cleaning tools from guests. It’s because they feel privileged to use everything you have in that house. Some hosts keep bulk supplies of TP and snacks, etc. trust me, if they aren’t locked up you will have guests steal. I’ve seen on camera a guest stealing large amounts of TP and bottled water. I mean, cases of the stuff and then claim it wasn’t them even after having proof. They get away with it every time and they know it so keep excess stock locked up! Who cares if it hurts someone’s feelings. That’s your money not theirs. 
6. Early check in. Yeah this is fine IF the house is already clean but those same day turnovers are a nightmare for housekeeping. Guests always leave late then the new guest wants to check in by 1pm and they throw a tantrum if you tell them no. Then they turn to AirBnB who will tell them yes. This results in guests showing up while housekeeping is working and move right in like that’s okay because they called corporate and got their way. Make sure you tell the guests that housekeeping is still on the property. It’s unsafe for your cleaning person to have a group of strangers show up on them like that. (Story time!) guest called Airbnb and requested a noon check in. The current guests who were checking out didn’t leave until 11. Housekeeping was in there working alone (a woman) when a literally 15 passenger van arrives filled with construction workers. She could have been hurt, harassed, assaulted, anything. But corporate allowed it. Then the guests threw a fit because they had to wait outside while she cleaned a 5 bedroom house. How rude and embarrassing. Plus that group got a 20% discount on their stay because the house was not ready to go in the one hour the cleaner was provided. That is not okay. Don’t ever do that. And the guests didn’t deserve a discount. 
7. They will trash the house then request a discount at the end of their stay because “it was dirtier than that when they arrived and they had to clean it themselves” 
8. Any slight inconvenience will get those famous angry customers who will stand on their podium and threaten your business until they get their way. Be strong. Don’t let people get away with things. Ask for proof and lots of it. If they send you pics of hair all in the shower, request pics from housekeeping. Your cleaner should always take a snap of the tubs, bathroom floors, and toilet because if any guest is going to complain about cleanliness, that is where they start. They don’t care if the housekeeper gets fired. They want their freebies! 
   
   
9. Ive had guests complain about a spider in a closet. Got the housekeeper fired because they said the house was filthy and the hosts didn’t even bother to ask the cleaner for proof. The guests threw a raging fit at 1am until they got their way. The only pics they provided was of one single hair on a bedside table that was anchored under the lamp and of a dead spider in the closet. They ended up getting their $1700 stay for free thanks to “customer service”  and they ruined someone’s livelihood over wanting their vacay for free. They prob did the same at the airport and rental car office. People are not afraid to complain if it’ll save them a few dollars. 
10. Your team is less likely to lie to you than the guests. Not saying all guests are bad but this is a time and age where there is too many videos and forums about how to screw over the general public to get money. Be aware and stop blaming your housekeeper for everything the guests report. Stop allowing guests to railroad you and your team. Watch yourself. Be careful out there. It’s a terrible world we live in and we all have to fight back! It’s your future, not theirs. 

[Mike-And-Jane0]

@Paula2222 And just to put the other side of the story - We have yet to have a request for money back or free stays in 4 years of hosting. Touching wood but I suspect we are the norm not the exception.

[Helen3]

Same with been hosting for nearly seven years haven't experienced any of the issues you mention .  @Paula2222 

[Fred13]

We never have either in our first 6 years, until last year, when we had two cases (2 / 80 stays). Neither fit exactly any the examples given above, but both had a similar approach and intention, both came from the same place. Today they won't get pass first base, but then they had the element of surprise, but no longer.

[Dawn241]

After 6 years of hosting  I had two try to get free stays last year also.

Two girls called aircover safety line to report an “intrusion “ after I let them know the day before the outdoor only bug guy was coming the following day. They claimed he was looking in the windows. They weren’t even home at the time. They just wanted to stay somewhere else for the 2nd week because we were not walking distance to bars. Needless to say, Airbnb let them out of the remaining reservation. 

Another girl was over occupancy (undisclosed overnight guest and multi visitors) and invited local friends and family over to do laundry, blocked the sewer pipe, and my 70 year old mother went to clean (we too were on a vacation 6 hours away) and found sewage backing up in the bathtub. She wrote a scathing 1 star review that was removed under the new retaliatory reviews policy and requested a refund for “unsatisfactory stay after she completed all nights of the reservation.  In this case airbnb ruled in my favor. 

[Fred13]

Well done @Dawn241 , hosts need to fight the abusers.

[Kia272]

@Paula2222  Perhaps hosting isn't for you. I've had none of the issues you mention in 2.5 years of hosting. 

[Venice-Of-Americas0]

I've been hosting for a few months, my parents for 4 years, other family members have been on this platform for up to 8 years. What makes you think you're an expert host to be advising someone else not to host based on 2.5 years of experience? Even an undergrad degree typically takes 4 years so advising strangers based on your 2.5years of experience seems condescending towards the OG author. 

Maybe you live in a location that doesn't attract tourists from all over the world like NYC and Miami hence you have had better experiences.