How do you handle a bad guest?

[Mark5779]

For the most part our guests have been great.  Until our last ones...  It was just a 2 night stay for an anniversary. They did not communicate, broke a blind and never said anything, knocked things off the walls and didn't put them back, ruined a sheet (put bleach on a spot), a host of other things. But the main thing was they left the hot tub in the worst condition I have EVER SEEN.  It smelled like a sewer, was gross looking, had to be flushed twice, and the filter thrown away (could not get the smell out even with chlorine). This was a not a ABB listing guest, it was from the other one...  After something like this we are thinking of getting out of the rental market.  How do you handle things like this?  

[Shelley159]

Hi @Mark5779 

It looks like you are just starting, so unfortunately for you the percentage of bad guests is very high, because you hit a bad one early on. That can be very off-putting. 

For most of us, over time, bad guests are a small percentage, so that's why we clean up & carry on.

Also, there are small things that you'll naturally change to make things easier for yourself. Curtains don't break as easily as blinds, white sheets don't bleach. I'm not saying that making these particular changes are necessary or ideal in your case (these choices are different for everyone), just that over time one tends to switch to things that allow you to bounce back quickly before the next guest arrives.

I hope your next few guests hold up my theory of a low bad-guest ratio!

[Mark5779]

Hello @Shelley159 

Thank you!  And, Yes, we are just starting out.  We are booking every weekend so it's little hectic. It was very disappointing with this guest.  They are actually the second bad guests.  The first ones mad a mess and didn't follow a couple of house rules, but it was not as bad as this past guest.  But as you said, we cleaned up and carried on.  What's so upsetting is that they damaged things and never said anything about it.  And we even allowed them to stay an hour after checkout.  And yes, we have now switched to white sheets and white towels.  Frustrating because the colored sheets look so nice.  But we have to stay with blinds because it's a door.

Thanks again, 

Mark & Ruth

[Mike-And-Jane0]

@Mark5779 If it is an Airbnb guest (in future) then say nothing at the time. Review them honestly and you should get a fair review because they will not be expecting you to slate them.

Which website did your poor guests come from?

[Mark5779]

These guests came from Vrbo.  The other bad guest came from Airbnb.  We have reviewed them honestly.  We were really taken back because they sounded like nice people.   

[Joan2709]

@Mark5779 

Luv your cabin! Great advice already from some very experienced Hosts! Did these guests have previous reviews on the other platform?

I agree with @Mike-And-Jane0 that you shouldn't let on to the guest there was an issue until they write their review first. You should always write an honest review whenever you want within the review window (this varies with each platform). I would definitely give them 4 stars in communication (or lack thereof), and probably 3-stars for cleanliness. You need to be sure to not include anything in the written part of the review that the guest could get the platform to remove it. You can say "guest did not communicate well and there was additional cleaning required after their stay." 

@Shelley159 mentioned switching out the blinds to curtains? You mentioned the blinds are on a door? If they are not inside the glass, or on the outside of the door, then switching them out for curtains or a roll-up shade might be an option?

Hot Tubs

Unfortunately, with hot tubs there is always the possibility that someone will do what this guest did and create a real mess. You could add in your House Rules and Other Details that an addl cleaning fee will be assessed if extra cleaning is needed for the hot tub. I would also have something in your House Rules about proper use of the hot tub. We ask guests to rinse off in the shower,not use lotions or creams, and wear flip flops before entering, but that is mostly ignored. You can do an internet search on Hot Tub Rules and get an idea on that. Lots of signs available for Hot Tub Rules that you can buy and I would post the sign by the Hot Tub and include in your House Manual. We also add that use of the hot tub is entirely at their own risk.

Photos

Just some suggestions...even though you didn't ask 😊

I would add a photo of your washer/dryer to the listing and a maybe a new photo of the hot tub with cover off and running at twilight with all the string lights and outdoor lights on. I would also add captions/descriptions to all your photos as it helps guests picture themselves using the spaces depicted.

[Marisa182]

@Mark5779 

Mark, don't get out of the rental market. Most of the problems that you've experienced can be avoided, as some hosts have already suggested. Unless the hot tub is the biggest reason that brings guests in, maybe you can exclude the hot tub. I don't have any experience with them, but it sounds to me that they are a high maintenance item. Best of luck with future guests!

[Mark5779]

The hot tub is a big draw in mountain cabins.  And yes, they have to be maintained, but it's usually a drain, refill, balance, and change the filter.  With this couple we had to drain, fill part way, drain again, refill, balance, shock, put in a new filter, and throw the other filter away because we could  not get it clean.  Thankfully, we had more than 24 hours to make it ready for the next guests.  It was very disappointing since they said it was an anniversary and my wife put out an anniversary card with a small plant for them to take as a reminder of their visit.  We try to do that for birthdays and anniversaries.  

[Joan2709]

@Mark5779 

*edit my post...

I did see you had a sign for Hot Tub Rules right on the Hot Tub in one of your photos, disregard what I said about getting a sign. Apparently this guest didn't follow whatever rules are on the sign. Sigh.

[Mark5779]

@Joan2709 Yes, there is a sign and there are instructions on shocking the hot tub as you go out the door.  There are also instructions in the Cabin Book.  And the never locked up when they left.  

[Frances3408]

@Mark5779. We hosts should repeat this mantra daily: hope for the best but plan for the worst.

I have learnt the hard way with a bad guest to just not engage unless its serious and deal with it afterwards. Also, use your pre booking time to vet them carefully and continue to do so throughout the stay with helpful and timed messages. Non communication is a deal breaker for me as it shows a lack of respect so yes, I let them go unless they engage: it sets the ground rules and expectations. Relationships 101 😉

I have a pool in my own home but would never have a pool or hot tub in a rental as its too much work, let alone liability. I like to be able to say the cleaning crew can take care of almost everything.

Deep breath, it gets easier.