How do you usually deal with unreasonable guest?

[Echo23]

Hello community, I want to share my experience as a relatively young Airbnb host and hope to get some insights from you. 

I am in my early 20s and have just started to manage a couple of Airbnb listings since last year, I do it as a side job while going to the university, the properties are owned by my family (their English isn't proficient enough as first-generation immigrants, I am one myself but I started to learn English all the way back in middle school). So I am a newbie to not only Airbnb as a business but the real-world experience as well, while adapting to American society. So far there have been challenges but we managed to overcome those, the guests that we have had are mostly polite and friendly people, but there are always a few exceptions.

For example, I had a last-minute reservation today, the guest booked at around 3 pm via instant book for this evening. She told me that she and her group won't arrive until around 8 pm. I received her message after 8 pm, saying that she would need to alter the reservation. I informed her that we are booked for tomorrow and she replied, "that doesn't make sense. I checked the calendar it says I can book on the 4th. There isn't a reservation after me at all. Can I at least get extend my checkout. The traffic is really bad I did not get to enjoy your home at all." This is a pretty rude and inaccurate accusation to me - the calendar is booked for the next couple of days, which is available to see for both the host and the guest, I am not sure why she doesn't double-check it before she called me out. She is also complaining about her delay in traffic to me as if I should make that up to her by extending the check-out time, which is just absurd...

I replied, "Yes, April 4th to 5th is available but we are booked for tomorrow and the day after, April 2nd and 3rd. I am sorry that the traffic is bad for you but we couldn't accommodate a late check-out because the housekeeping is scheduled for that time and needs the timeframe to clean the apartment. Thank you in advance for understanding." Here is what she replied after, "I am not even in the home wow. Alright that makes no sense to why you can accommodate at least 2 hours." I just had to repeat what I said earlier while maintaining my temper, it doesn't seem like she would understand in whichever way I put it. 

So far it has just been an unpleasant exchange of conversations between us, which is usually no big deal, my only concern is that if she will write me a bad review for it. We have encountered much worse scenarios than that, such as guests breaking something and denying it afterward, as well as stories shared by other hosts on this platform. I want to share this because we all have to deal with unreasonable guests from time to time, and I would love to hear from you if you have any tips, even just on how to control your temper when the guest is being extremely rude. This has been a learning experience for me as a "young adult", to witness different types of people through this industry and to cope with it, and any tip on becoming a more mature host will be greatly appreciated.

[Sarah977]

@Echo23  I would say you gave a very professional answer to that entitled woman, which shows a great deal of maturity. 

I've never had to deal with these sorts of guests myself- the nature of my listing just seems to attract down to earth people who don't think they're the center of the universe or that their personal circumstances are something that others have to accommodate.

A couple of things- if you are using Instant Book, you might want to set advance notice to 1 or 2 days. While there are legitimate reasons someone might find themselves needing a place last minute, from all the posts I read from other hosts, it seems like last minute bookers are not usually great guests. They don't plan ahead, or their lives are disordered, they may not have bothered to read through the listing info, and then they expect you to accommodate their ever-changing demands.

Try not to concern yourself with what kind of review a guest like this will leave. Entitled, rude, clueless  people usually leave poor reviews even if you go out of your way to try to please them. So there's nothing you can do to change that. And if you do try, you just end up feeling abused, because they don't appreciate your efforts. So just be polite, yet firm with those types, as you obviously already know how to do. 

One thing I have learned in life is that people who are used to bullying others, with few people willing to stand up to them, view kindness as weakness and will use that to bully even more. In many cases, they actually respect those who don't accept being treated like that, and will often take a step back when it's evident you can't be pushed around.

And as a young person, guests may think they can indeed push you around, so you have a little extra challenge.

[Echo23]

Thank you for the response, Sarah. I will definitely set an advance notice for IB, that sounds like a great idea. Your words are powerful and encouraging, I am very inspired and greatly appreciate it! 

[Alexandra316]

@Echo23 I think it's mainly just experience and sticking to your boundaries. It's a skill you develop over time. I find this community very helpful if you want advice on dealing with a specific guest. 

One thing I would say about your example is that once you've given your answer - which sounds perfectly reasonable to me - just disengage from the conversation. Continuing to argue with the unreasonable guest isn't going to help if you're not able to change your answer. Your explanation is simple: they're choosing not to understand it because it's convenient for them not to. 

One thing I've found is that last-minute bookers are generally not good guests. I've very seldom had last-minute people who I've thought yeah, I liked hosting them. My experience has been that the type of people who book last minute book mostly fall into a few categories: 

- Dealing with an emergency, so they're in a bad mood and can't be made happy;

- Local people doing something they don't want to do at home (do drugs, have an affair, have a party); 

- They've been kicked out of another accommodation and need to find somewhere else.

I'm sure there are people who are just spontaneous, but I was wasting my declines on guests who were obviously bad and even those who did stay were often not good. You have to make your own call on that, but something to think about. 

Finally, I took a look at your listings. One is out to a poor start with the ratings, it looks like due to the busy location and the noise. I would make this much clearer in your listing so that people know what to expect. It should be mentioned in Other things to note and also the body of your listing. You might also want to consider a white noise machine or offering earplugs if it's a real issue. But the main thing is letting guests know what to expect clearly and honestly when they arrive at your listings so their expectations are reasonable. 

Good luck! Your listings look very nice and you will learn a lot as you go. 

[Echo23]

Thank you Alexandria, I appreciate you taking the time to look at my listing and the helpful advice. I agree with your point on last-minute bookings and turning that off will definitely decrease the chance of hosting unreasonable guests. Mentioning the location and noise issue on the listing page beforehand is also a great idea and I will get that fixed - thank you so much!

[Sarah977]

@Echo23  Here's an entertaining thread for you to read through, re unreasonable guests: https://community.withairbnb.com/t5/Host-Circle/quot-I-am-doing-you-the-service-of-booking-with-you-...

One indispensable quality hosts do well to have to keep things in perspective is a sense of humor.

[Dale711]

@Echo23 
You’re doing well and right! 

You stated, 

                          “Yes, April 4th to 5th is available but we are booked for tomorrow and the day after, April 2nd and 3rd. I am sorry that the traffic is bad for you but we couldn't accommodate a late check-out because the housekeeping is scheduled for that time and needs the timeframe to clean the apartment. Thank you in advance for understanding."

As you had give your own reason, internal rules, check out times and the Airbnb policy for the requesting action.Therefore, your prompt response should be greatly acceptable by the guest.

Airbnb is a home accommodations hospitality, some guest wouldn’t figure it out, they’re expected commercial hotel services and also demand of the home environment flexibility. 
It is always important to educate the guest via Airbnb messages, well communication and explained the Airbnb policy.

You’re worrying the refuse response will impact the negative review, it’s always out of your hand.

Of course, you had makes every effort to help every guests and you had done it and done well! 
Do having faith in your own capabilities. As a matter of fact, you have over a dozen of great reviews.

Ways to go! 

Thank you very much to shared your hosting journey and all the best!

Happy Hosting

[Echo23]

Thank you for the kind words, Dale and Dan. Much success to you and your listing!

[John5097]

@Echo23 

I agree with the others that your response was professional. This is also a one day reservation. This is what I just sent to a recent guest who booked one night yesterday. I usually have two night minimum, but forgot to change the custom setting for this one night so they were able to book it. 

"Please be aware that only booking one night isn't much time before check in and check out. I usually have two night minimum because there usually isn't much flexibility, as it takes 3 hours to clean between guest."

This guest also hit traffic but so far hasn't complained or left a review. But checked in at 10pm and check out at 10 am. Although that didn't shop them from rearranging the shelving in the refrigerator! 🙂 

Some guest might also see the check out day as available on their calendar. I also usually explain to the guest that Airbnb handles all of the bookings and reservations, and that host can't move or cancel reservations without significant penalty including being delisted from the platform. 

If they post a review you may be able to get it removed if its irrelevant or out of your control.   

[Echo23]

Thank you John, I think giving the guests a heads up is a great idea and will do that next time when encountering such concerns!

[John5097]

@Echo23  Yes that advice was mostly for future reservations. I've had a few guest, usually newer ones, who think host have more flexibility, so be on the look out anytime you think there might be a conflict with any situation. Also mention that host don't have any flexibility with check in and check out times after a reservation is made. Check out all the settings for advance notice and options. Mine is set for 2 day advance notice but they also have the option to send a request to book within that time which I then can accept or decline. But don't stress too much about guest you can't control. I try to be super polite and offer constructive and accurate communication. For example I would also let them know that Airbnb handles all the reservation bookings, and the guest can check with them and see that the other dates were already booked and have to be ready at 11am, and it takes 3 hours to clean. Be aware that there will always be more emotions when sending messages so be as constructive and overly polite as possible. Use any opportunity to advance a better understanding for the guest. You did well but I was also surprised how some guest really didn't bother to understand the check in and out time. I even send the first message that states the exact check in and check out times and still had someone confused. I hope this one works out as well, but if they leave a negative review post here again about tips to have it removed before contacting CS. Good luck! You are doing great! 

Edit: I would say something like this, "Thank you so much for asking. I wish there was more flexibility but that date was already booked with a check in time of 11am. Once a reservation is made it completely out of the host hands and only Airbnb can alter it. I also wish it was more clear to newer guest but it would be the same situation with any listing. My guest love how clean the place is and it takes a full 3 hours to clean. Airbnb is always very helpful in these situations so you might try reaching out to them if there was some confusion on the dates that were available. Please let me know if you have any more questions!" 

[Echo23]

Hi John, thank you for the further advice, your response is perfect; it is professional and empathetic, I would definitely learn to do that through replying on my own. Best of hosting to you!

[Robin4]

@Echo23 

Congratulations on the professional way you have handled this Echo but, you will learn very quickly that guests fall into 2 categories! Those who love your listing and just want to stay (Passive/complimentary) or those who want to make your life hell by demanding all sorts of additional requirements before their stay (Aggressive/demanding)  They will have a question or two, or three or four, that they want you to give ground on, and with each question they strengthen their ground and weaken yours until you get to the point where you will give in to anything just to get them out of your life.

Hosting's golden rule.......don't let to hagglers!

What you should have done is get straight onto Airbnb and tell them you do not feel comfortable with this reservation, this guest will not respect your listing description and house rules and get Airbnb to cancel the reservation. 

You are better off not having a guest than one who is going to make your life hell and give you a bad review.....which is what is going to happen here.

All the best Echo.

Cheers.........Rob

[Echo23]

Hi Rob, thank you for your response, yes I have definitely learned from this experience to not argue with guests over meaningless stuff...and definitely be more selective when accepting reservations.

Best of hosting to you!

[Mark116]

@Echo23   Agree w/everyone else your response was very polite and professional.  What I do when guests are irrational and irritating is wait a few minutes before responding, and then I write and edit the response to take out any emotional overtones.  This has worked every time except once, when a*** broke a brand new stove and then pretended it was already broken...my responses there were still polite and professional but I allowed a passive aggressive element to creep in there:)