How to deal with guests asking questions about the safety of the neighbourhood?

[Wayne101]

Hello, I honestly don’t know if I’m being too sensitive or if what I’m experiencing is a problem but check this out. 

Guests, who are mostly white, have asked my wife, who is also white, if the area that they chose to book, where we live, is safe. Now, when these same guests see me they don’t ask me any questions and one was even rude when meeting me for the first time. Another went as far as to cut me off mid speech 

Now these same guests leave reviews that the area is “run - down” after booking in a place they say they feel is “unsafe” and I’m left with reviews that are bi-polar since some say the area is amazing and others say the area is scary. 

I guess im just venting now but my wife keeps getting this questions is the neighborhood is safe and those folks ask us this after checking in then leave bad reviews on the neighborhood. What can I do about this? 

One person went as far as to book and then tried to cancel the day of her booking then left the Airbnb after being there one day and said the area scared her she was supposed to be there 5 days......like is there a way to prove these kinds of things to be false? 

And isnt calling a neighborhood “run - down” inappropriate? 

[Noel63]

@Ana1136No, after they arrive explain how safe it is. It's at the pre booking stage that I would be culling.

[Ana1136]

@Noel63 yes but the problem @Wayne101 faces is that they ask after they arrive. 

[Ansel0]

@Ana1136 

"you're traveling to a new city and plan to stay in an Airbnb. What's your number one question? Let me guess: You want to know if the neighborhood is safe.

It's a totally valid question, but do you know what else is true? Asking your host if it's a safe area may not get you off on the right foot before your stay, especially if that host (ahem) lives in the same home they're renting.

I know, you don't mean to be rude. But the thing is they've chosen to live in that home, in that community. They've probably invested a lot of money and time there. They like to share their neighborhood with guests, and are likely proud of what it has to offer. So here you come asking a perfectly innocent question.

But what they might hear is: It may be good enough for you, but is it good enough for me?"

[Ana1136]

@Ansel0 I personally would never ask that, every information I might need is already online and I would make a decision based on that. But I wouldn't be offended if someone asked me that, in fact guests have asked several times. I just answer and move on, it is the same for me as any other question. I have had a person ask me if we have TV in color...I don't know what was their reasoning behind that, it is 2019, but anyway I answered and they were great guests. I wasn't offended because they doubted whether we have the most basic thing. There are people that are more scared than others, it is just a simple question and answering might put them at ease. 

[Paul154]

Hi @Wayne0

I too get defensive when I try to defend my neighborhood. So I am continually trying to make people's biased perception about my neighborhood unimportant.

(I am going to seperate out the big elephant in the room. I know as a male host, I do get treated differently than a female host. It is irritating. I cannot imagine how this is compounded as a black male host being treated differently from a white female host. However, as a team, you seem like a great compliment to on another)

Anyway, the best defense is a great offense. Improve your marketing. Be proud and upfront of your neighborhood. Is it full of life? Is is artistic? Has a Brooklyn vibe? Show neighborhood kids playing street ball. Stage people on your stoop chatting. Accentuate the good of your neighborhood.

Also,  stage your bedroom photos. Make them warmer and more inviting. This is what gets people. Good luck. 

[Wayne101]

I seriously appreciate the fact that you acknowledged the gender and racial qualities that were brought up in my post. 

I also like the ideas that you proposed, they are creative and I honestly didn't think about having the young people playing as a photo. 

Thank you for your insight Paul 

[Olivia244]

Just don't show the faces of children without the consent of parents/guardians

[Olivia244]

Hi @Wayne101. Sometimes the question feels coded and tone deaf--especially when it's asked in person, post check-in. I try to be chill about it and have found that describing the demographics of who lives on the block/immediate neighborhood helps, especially if there's someone from their home country who lives nearby. Sometimes I add that NYC, including Brooklyn, isn't like what they see on TV or in the movies. People are mostly helpful and friendly here, especially to tourists.

[Rachel0]

@Wayne101 I am surprised that nobody from London has joined this post yet (unless I missed it) as of course we all know that according to a certain DT "London is like a war zone" where we need guns to combat all the knife crime!  I cannot imagine why anyone wants to come here if it is that bad, but they DO.  Yes, sadly we have had terrorist attacks, we have knife crime, we have gangs and there are areas where it is wiser not to venture, but those areas are mostly off the tourist trail anyway.  Surely it is a matter of common sense. If a tourist wanders around with a mobile phone hanging out of his back pocket, a wad of notes in his hand and £3000 worth of camera slung around his neck he is going to get targetted in whatever big city he finds himself - I say "him" losely - it's not acceptable but it happens.  It's up to the visitor to do their homework on the area in which they chose to stay.  In my "village" in west London, one is more likely to get ambushed late at night by an urban fox waiting for the bins to come out of one of the restaurants than by a crazed axe murderer.

[Lisa723]

Agree with @Paul154... and on the flip side I also occasionally get this question as the white female host of a rural listing. People from the city can also be afraid of the country. One woman asked if I could guarantee she would be as safe in our home as at a hotel. Another screamed when she saw a garter snake. Like @Noel63 I try to deflect any prospective guest with this kind of question-- there's no way to answer it. What host is going to say "no, my neighborhood is not safe, but I'm hosting anyway?" On the other hand, nobody's safety is guaranteed anywhere.

[Lawrene0]

Same here, @Lisa723.

"Is my neighbourhood safe? Well, Alf and Gladys next door are 98 and 97 and have nothing to lose, I suppose. Could snap and go on a spree. You might want to book that hotel after all. Be sure not to google 'murders in hotels' first..." 

[Ansel0]

love your responses! 

[Branka-and-Silvia0]

@Wayne101

Zagreb has less than 1 million inhabitants and is quite a safe city, (especially city center) but almost every guest is asking whether it is safe. We always say it is, but it is still a big city and  they have to lock the door and close the windows while they sleep, just in case...

I think I would also ask the same question if I would travel to NY 🙂

[Sandra126]

@Wayne101, when you take the neighbourhood shots, you can use pull-quotes from your reviews to descibe them. I have used review quotes on all my descriptions. That way, you can let the previous guests do the talking. ''...felt very safe ...'' under a street scene or whatever (can't remember what the reviews said, sorry).  It is a good way to reinforce what the reviewers said. Look at my listing if you want to see how I did it. Not my idea originally, got it from Jeet in India who got it from someone who probably got it from someone else. Not taking credit, but it is a brilliant idea. My last guests came into my house actually quoting previous reviews. Never hurts to mention your best lines.

[Roger103]

Wayne,

I wouldn't read too much into the question.  New York is a bit of a mystery and a bit scary to those who've never travel there.  

Wish you the best!