Hosts, beware first-time guests

[Kristina247]

Hi everyone,

I just want to inform you all of a nightmare guest I have come across recently. I blame my own complacency somewhat in not personally vetting this guest more closely; he was a young male from the UK called 'Bob' and he looked like a normal chap so I went ahead with the booking despite the fact that it was a first time booking and therefore he didn't have previous reviews - I simply presumed Airbnb would have requested his ID and other details.

Closer to the booking I asked him if he was definitely travelling alone - the reason why is that I have a 2 bedroom apartment in Central London so thought it unusual that a single male would book a 2 bedroom apartment. He confirmed he was alone and looking forward to his trip.

I'd better point out at this point I have a key box and self check-in as I'm not usually around.

Thankfully there was no disturbance reported from the neighbours but when 'Bob' checked out it was clear some kind of party had gone on in my flat. Furniture had been moved into the bedrooms, both bedrooms had been used and littered with used condoms.

Clearly I complained and requested that Bob pay for carpet cleaning. Airbnb called me and said that 'Bob' was operating under different profiles and now this profile had been deleted. The phone number he gave me was also deleted. Airbnb were very apologetic and refunded me the money for carpet cleaning but I asked how it was possible for someone to operate under different names when  photo ID is always provided. They admitted that they don't enforce the guest to provide photo ID until the second booking. I was outraged - was anyone else aware of this rule?

Who knows who Bob was but I strongly suspect that something highly dubious occurred i my flat that weekend that could have involved drugs/prostitutes/people trafficking... I'll never know but why else would 'Bob' go to such extreme lengths to set this up? I shiver at the thought.

Anyway the moral of the story is beware of first time users and ask for photo ID before you accept a first-timer as clearly Airbnb have reduced their security and this puts us hosts at risk.

 Kind regards,

Kristina

[Jeanne249]

Wow, so good to confirm my own instincts, especially since I have a new listing.  I just sent this to a new request from a guest who just joined......

Hi Natalie. Welcome to the Airbnb platform, and thank you for choosing to stay at our coastal getaway. If you can take a few minutes to finish updating your profile so we can learn a little more about you, we can confirm your request. There is section called, About Natalie, where you can write about yourself, and if you can complete some verifications; a form of ID such as drivers license or passport and add your (Hidden by Airbnb) account for verification, etc.

Thanks! We look forward to having you and Devon stay with us and think you will enjoy our fantastic beach location and cozy, comfortable guest room. Clink on our profile pictures to access our guidebook for all our local recommendations.

If you have any questions, let me know,

[Alexandra--Alex-0]

Excellent message! Mind if I steal it for my own message templates?

[Huma0]

I have hosted over 400 people in just over two years and have never had anyone throw a party, have unregistered guests stay nor trash the place, but then they are renting rooms in my own home where I live so that surely makes a big difference. At least 99% of the time, I check them in and show them around and, on the rare occasion that I cannot, I have someone I trust do it instead. No self check in. EVER. 

Still, I have occasionally hosted some guests who, it turns out, thought they were getting the whole space to themselves (clearly hadn't read the listing) and seemed taken aback that I live here.

I do not do one night bookings and I do not do same day bookings, so I'm sure that helps too. I rarely get requests from locals anyway. There are easier places for scammers to scam than mine. I did get a girl who wanted to book and then asked if it was okay to take some photos. I grilled her a bit (seemed strange as this girl was already living in London) and it turns out she was planning to do a commercial photo shoot at my house. I told her she could shoot here (I do hire it out as a location) if she paid the appropriate fee. She said she would get back to me but never did.

I have hosted many, many first time users. We all have to start somewhere and I don't think that someone is going to be a problem just because of that. Most aren't. Yes, sometimes they do need a bit more educaton. BUT, they cannot instant book with me and I do require a profile pic and info and verifications. Plus, my house rules state that photo ID may be asked for on arrival. Although I very rarely ask for it, at least that might deter people who are up to no good.

I had no idea that Airbnb only verified ID from the second trip. I find that pretty outrageous and also very misleading. So, does it show as verified when they book the first trip? If it does, but Airbnb haven't verified their ID, surely that is breaking some kind of advertising standards in some countries, if not the law?

[Susan151]

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@Huma0 wrote:

I had no idea that Airbnb only verified ID from the second trip. I find that pretty outrageous and also very misleading. So, does it show as verified when they book the first trip? If it does, but Airbnb haven't verified their ID, surely that is breaking some kind of advertising standards in some countries, if not the law?

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I wouldn't take this statement too much to heart. One CS stating sucha silly thing is not to be taken seriously. I have had far too many guests who have had difficulty uploading their ID for their first trip in order to book my place to believe this.

I think it is important to not start "rumors" based on any one person's statement. There are already quite a few misleading ideas on this forum that are not accurate.

[Dwayne-And-Allison0]

Hey Kristina,  Yikes!!  I’m so sorry. Not sure what the UK statutes on cameras on the property are but we have them on all our properties. We can see who comes and goes and are alerted each time their is movement at any of our exits. It’s clearly stated in our Air BNB pages so that no one is surprised and their are no cameras inside the home.  Try that.

[Katy141]

I am getting more and more bookings where guests lie about the number of guests staying. We live on the same site as our cabins and can usually tell but often they smuggle in more guests and completely take the mick. I feel like hosts have far less power and are always in fear of negative reviews so have to let things go when the guests seem to have all the power. 

[Yulianna0]

@Kristina247, at least they didn’t disturb your neighbors and didn’t create real mess. I have learned that normal new guests are communicative (sometimes too much but they are nervous!) They ask questions, clarifying things. And finally I’m happy with them! The worst “new guest” for me was the couple of fellow hosts. Now it is red flag for me:( 

[Tim-And-Lita0]

Wow that was quite the experience.  In my experience when people are first time Airbnber they often rate you lower because they don't know what to expect. They don't know how to find the Wi-Fi in the webpage, and they don't know to look in their emails for communication.  Often first-timers give me a low rating but experienced people give me five stars always.  

[Susan17]

Paradoxically, it's increasingly the case that those with the most reviews, are turning out to be the most troublesome, demanding, entitled guests. Tend to have either overdosed on the Kool Aid, or have learned how to game the system to their own advantage. 

[Ruben322]

The only two negative reviews came from first-time guests that joined the current month. Their comments were so made up in contrast to ALL other guests that I didn't know what to reply.

I'm trying to decline first-time guests, but that lowers my superhost status.

An idea that I read was to explain at length the rules and limitations of the apartment, which may make them cancel.

I'd suggest to AirBnB to consider ignoring or reducing the effect of first-time reviews. It lends itself to tricks like bringing down a competitor by staying there one night and writing an abysmal fake review.