How can I stop guests ignoring the check in time?

[Huma0]

I really don't want to have to put it in CAPITALS at the beginning of my listing, as that's not very welcoming, but I am starting to get frustrated that so many guests simply ignore my check in time (3pm). It is in my listing and house rules, which I ask them to read.

Check out (12 pm) doesn't seem to be a problem. Occasionally a guest asks if they can leave bags and pick them up later, which is fine, but most leave earlier than noon with no fuss.

Check in is another matter. I would say that the majority of my guests want to come earlier. Some politely ask if that is an option, or if they can drop their bags earlier. Unfortuntely, a lot just assume they can come straight from the airport/train station and wouldn't have bothered to even communicate this to me had I not asked.

I always message them to ask what time they will arrive (the majority don't offer this information without a prompt). Even when I stress in my message that check in is from 3 pm onwards, they still respond saying, "We'll be arriving at 11 am." So, it's not that they don't know check in is after 3, they just simply don't seem to think it matters.

Even at a five star hotel with 24 hour reception, this is usually not okay.

Any tips for how I can prevent this? What am I doing wrong?!

[Huma0]

Hi @Kelly144 you are absolutely right of course, but unfortunately, I have found that many guests still do not understand when you tell them other people are staying before and still have to check out or that you need to get the room ready.

My standard response now is to tell them I won't be home earlier and to send them a list of left luggage facilities. It's the only thing that seems to work, although some guests still don't like the fact that they can't check in at 8 am if that's what they want.

[Louise23]

I've enjoyed reading this thread as having been a host for 2 plus years, so many of the stories about "last minute early checkins", "last minute notificaton of change of arrival times" and "last minute requests for left luggage " ring so true.  the reality is that many guests just don't read the particulars, especially when they are staying in several airbnbs over a time and on the road.  I let a room out in my family home and i work during the week so knowing the anticipated arrival time is critical.  What i have found works is the following:

1: At the time the booking is made, ask the guest if they can give a rough idea of when they are arriving (ideally to within the hour) e.g. flight time, and approximate time of arrival.  I make it clear that I have a family and work committments and that i need to know otherwise nobody will be at home.  At this point mosts guest will usually provide an approximate time of day that helps me plan in advance.

2:  the day before the guest arrives,  i contact the guest again and say something along the lines " look forward to seeing you between 6 and 7" as you previously stated or to firm up times.  If this time is going to change you must let me know now otherwise i cannot guarantee tha anyone will be at home to welcome you".  It's at this point some guests try the "oh i'd like to check in at noon " and i get the opportunity to say then , sorry but nobody will be at home and checkin is clearly stated at 5pm or after, OR if it suits me I agree to early checkin. 

3:  Any guest that tries for the "i'm landing at 8am and can i check in then" gets the response, sorry but guests are checked in to that room and i need time to change the room over - earliest you can check in is xyz.   Or what works well is "happy for you to check in ealy but you'll need to book the room the nght before to guarantee entry... that usually does the trick.  the reality is most guests operate in a bubble and seem to think they are the only guests EVER to stay in the room and that you have nothing better to do but wait around all day waiting for them.  We had a couple of lads recently who inferred that they would turn up "sometime after 3pm" - i explained that i was not prepared to wait around for them all day as i would be "out" and that nobody woudl be at home - this soon focussed their minds and they provided an arrival time - i can usually tell which guests might be a bit random with their arrivial time so say something along the lines " i have a work appointment at xyz so please don't turn up late or nobody will be there to welcome you.

Above won't guarantee but it helped me.  I forgot to contact my most recent guest who in her mesage at time of booking last month said she'd turn up between 6pm and 7pm.  she turned up at 3pm and it was purely by chance that my husband was at home.  I let her off as she was brand new to airbnb and lovely, but did explain how important it is to make contact with the host to check someone was at home.  the bottom line is that alot of people want to pay airbnb rates but have the illusion that we operate like a hotel with 24 hour reception!

[Ange2]

@Louise23   I do the same but have found increasingly and especially with IB that I have to resend the message again and again with PLEASE RESPOND  in block capitals to get any response at all.

[Huma0]

@Ange2

I have IB guests coming tomorrow whom I've now asked eight times for an arrival time and still no answer, other than they 'might' be arriving early evening if they decided to visit XYZ earlier, but aren't really sure, don't really know their plans etc. etc. So, they could turn up anytime really.

Even when I explained that I had an important hospital appointment and needed to confirm the time, they still didn't answer. I had to chase several times again before getting the 'maybe early evening but not sure' response.

They are only staying two nights and I already feel like they have taken up way too much of my time...

[Ange2]

@Huma0   Some people are such a pain!   If people don't let me know I tell them there is a very pleasant cafe around the corner they can wait at and I will call them to let them know when I will be available . Seems to galvanize them into action!  Some are none too pleased but more are contrite.  I also call and text their phone with the same message. Good luck. It is so annoying and can be far more work than not doing IB.

[Huma0]

@Ange2

Yes, this is super annoying. The guests have still not committed to a time. They said in their last message they would let me know by 10am, but it is now 1.30pm. I have simply messaged back that without a specific time I cannot guarantee to be at home. 

They probably think that as long as they arrive within my six hour check in window, that's fine. There's no good reason why they're not giving me a time. They are out sightseeing and simply don't want to commit to one.

[Fred13]

Your approach may be inviting abuse @Huma1: set a time frame for check-in, anyone coming outside of it, it is up to them to get a hold of you, or whatever other arrangement you can make. That is what phones are for and eveyone has one.

I have people coming from overseas, all of them in fact, and we are to meet at 1pm; 25% arrive after that at all hours, no problem; go to my friend's food shop (where they will have to buy their food anyway) and he will call me if they arrive if they don't have an international plan. But me waiting around for hours is not going to happen.

[Ange2]

Great idea narrowing the window @Huma0.  I say earliest check-in is 1PM and I am flexible and Airbnb translate that as Anytime  after 1PM.  I have asked them to change flexible to Contact Host  but no joy.   But there's still the root of the problem, people don't read or couldn't care less, their vacation etc.    @Fred13  I envy your location in that respect (and of course because how amazing to have an island in such a beautiful location), what can a guest do  - hail a boat, hop to another island!   It's not unknown for guests to get a refund, because the host is not around, because the guest hasn't told the host when they are arriving. Airbnb twisted logic. Or be penalized by the guest with a rating low enough to get you a rude finger wagging warning from Airbnb or be disappeared.  I just received an IB saying "we are checking in very early"  Really!  No you're not - there's a coffee place that opens at 6am around the corner.

[Fred13]

  ^^^ "We are checking in very early". Did they happen to call you 'Host' instead of 'Ange',  while they are in such control mode?

[David126]

Well my check in is 5pm to 10 pm, very early would be 5pm.

I do ask, do not always get an answer and if I do not always accuracte.

In the last week the earliest I have had is 3.30pm and the latest 12.30 am.

Usually assuming I am here in the afternoon and everything is good to go the Dog gets a walk late afternoon so not really an issue, 3.30 was lucky, we had not gone.

[Ange2]

@David126  Have you ever had someone arrive when you are not around?  How do you handle that?

[David126]

I know it has happened a few times, probably some more I do not know about.

There is nothing to handle, I think they have looked at the reservation realised they came too early and come back later.

[Ange2]

@Fred13  Ha!  Had not thought of it in that way - nameless entity is the usual approach when a guest starts dictating terms.  Luckily for me they are far and few between.

[John498]

To be fair Ange most people wouldn't cancel on that basis alone that there was no-one I would think because of the hassle of finding another place. The host would also presumably have to be uncontactable by mobile too.

I did allow early check ins as a labour of love in my place in order to earn some good reviews. Now I charge. I do find these ones that pitch up at their time tend to be more demanding than others who arrive after check-in, more haphazard in their lives and more self centred. But if someone asks in advance or is paying quite an amount of money due to numbers or length of stay then I am more amenable.

I have also found printing a sheet of paper with 11am and a suitcase on it plus notice of my charges for overstaying beyond check out time really helps oiling their suitcase wheels for a sharpish exit.

[David126]

Guests can always cancel, if they do then your cancellation policy kicks in.

I am not here 24/7 nor am I contactable 24/7, there are times I simply do not have my phone with me or am in an area with no service.

During my check in hours I am here and contactable.