So, I'm relatively new but just had a guest who broke a cabi...
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So, I'm relatively new but just had a guest who broke a cabinet drawer and didn't leave me a review. I realized it's probabl...
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I have two guys sharing a queen size bed in one of my guest rooms. I'm gay, by the way, so I have no problem with guys sharing a bed, but these are two straight guys. Guess they're cheap.
Anyway, all my guests have been lovely...until now. They didn't respond to my request via the Airbnb platform about their arrival time, so I ended up messaging them using their cell phone number. Now I can't get them back on the Airbnb messaging system, and I've missed a couple of their "requests" as I always respond instantly to anything coming from Airbnb but don't always check my personal messages.
So the first strike against them is "bad communicators". Soon after check-in one of them asked if he could do laundry "at night". He said it was raining so he'd need to wash and dry his clothes after being out all day. OK, no problem. I offer my guests full access to my washer and dryer, but when he said, "at night" I assumed he meant 9 or 10 p.m. At 1 a.m. I am awakened by the sound of a zipper crashing back and forth in the dryer, and a loud cell phone video being played at the table near the laundry area. (My house rules ask for "quiet time" after 10 p.m.) Thinking of my other guests in the room nearest the kitchen, I get out of bed and go, "shhh", there are people sleeping".
Now he is on the fourth (and last) day of his stay, and he has done laundry all four days. My house is not a laundramat! One day he took all my still damp towels and sheets out of the dryer, piled them in a heap, and put his own clothes in. When I went to use the dryer, I carefully folded his laundry, which consisted of 3 pairs of socks, 3 pairs of underwear and 2 t-shirts. We have a water crisis in California! Then one afternoon I hear someone open and closing all the cupboards in my kitchen. Fine, I thought, I tell my guests to feel free to look for cups, dishes, silverware, sugar, etc. in my many cupboards.
However, later that evening I walk into the kitchen and find him munching away at my food, which i keep in the highest, most inaccessible cupboard. The nerve! Not only is my house a laundramat, now it's a restaurant! I didnt' say anything because I was so embarrassed for him. And this is after I went out and bought a large fan for his room after he messaged me that he needed one because he "sleeps hot", even though it's a chilly and wet January outside. They are both working my last nerve. I've never left a guest a bad review, but I so want to punish them and warn other hosts.
Sorry, I just needed to rant here.
I can't wait for them to leave tomorrow morning.
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That's a nightmare!
Before I accept my guests, I normally check feedbacks. If they don't have them or if they just joined airbnb, then first what I ask is if they've read my house rules. In this way I see how long does it take to answer my questions and if the communication is prompt. The only guests I avoid are young people from the Netherlands who remined me to beasts left from leashes. If the communication is not as I want, then my gut says "Reject" and I do it.
Definitely document this in the Airbnb messages app- mention something alongside of “as per our previous f2f discussion I would like to reiterate my rules and expectations... my rules have been put into place with thought and if you have any concerns or question I ask that you please send them to me on the message board as to be able to look back on this discussion on future dates if need be”....
your home, your sacrifice;
your time and must of all your reputation!
Be bold yet polite! 💪🏼 Ohhh i wish we could vet our guests better, at the end of the day you are going by face value... not the greatest means.
We also want to do long term stays but have no idea it will be a good fit. I wish we could do probationary lengths of stay say 10 days or so... within this time you could cancel freely- granted you have more valid reasons than I hate the fact he chews with his mouth open... 🙈 just an idea.
I have hosted many long-term stays and it has worked out really well until now. I do try to screen long-term guests more carefully than short-term ones though, which is not normally that difficult as they usually have a lot more questions so there is plenty of correspondence. This guest seemed to tick all the boxes before booking. His correspondence was all good...
Sorry, got distracted just then because I could hear him making a hell of a noise two flights above and it is 23.15 here...
Anyway, you never do know.
Another host in London told me he does exactly what you mention re long-term stays. He lets them book for, let's say, 10 days. Then, if he is happy with everything, they can book for longer. However, this wouldn't work for me. By the time that guest arrives, the following couple of months would already be booked by other people.
Thank you! Yes you are totally right. I dd message him about this on Airbnb in the first instance, but he replied, "Can we talk?", came downstairs and that's when the whole "We need to talk about your rules" conversation started.
The message I sent to him on Airbnb prior to the conversation was:
Hi X, five packages arrived in the mail for you today (as well as two a couple of days ago). I am not really happy about this as it's very much against my house rules and I have never had a guest receive so many, even people who stayed here for months.
I agreed that you could receive some orders from Amazon, but that means from Amazon, or fulfilled by them, not from third party sellers who send through the mail. My address has now been given out to all these companies.
Please, no more packages and can you contact every company that has sent you something and ask for the address to be removed from their mailing lists. Please explain to them clearly that you are just visiting and do not live here.
Sorry to make a big deal about this, but I explained some of the reasons for this when you arrived, e.g. companies sending spam mail. Only yesterday I received a letter for a guest who stayed in 2016!
More importantly, receiving mail here is enough to indicate that someone else lives here and it can affect my credit rating, my taxes, jeopardise my mortgage, get me into trouble with the Council etc. etc. so I hope you can understand why this is really important.
Many thanks,
Huma
record the conversation and send to Airbnb worse case senario.
Even if he disagrees he should never allow for the discussion to become heated, etc. Raising your voice does not make what you say valid in any form... I have dealt with people like this. Often they like to play the victim card and it helps to feed their ego when trying to get them to comply with your rules.
I often say my problem is that many people listen to reply but not to understand. What you are saying is not unreasonable and often sometimes people need to be reminded of how it would be if the situation was Reversed- some people would never understand until they go through it.
Either way... you got this lady! 💪🏼 And good luck 🙂
Thank you. No, I don't think he did understand, although I have been trying to explain this to him in a logical fashion from the beginning. I think that he is just used to certain things and therefore believes that what he is used to is 'normal' and anything else is not, i.e. if he was allowed to do it in another Airbnb (he said several, but only has one review) then that should be the case everywhere.
He did not raise his voice, nor was he particularly rude, but whatever reasons I put forward (very politely), he argued were not valid, e.g. "No, the companies I ordered from are small, so they do not have budget to send spam." When I say the dicussion was heated, I meant that he seemed very annoyed about the whole thing, was determined that I would cave in and just kept on contradicting and arguing with me, to the point that I had to say (NEVER said this to a guest before), "This is MY house."
@Huma0 - I have found that documenting face to face conversations via the Airbnb app helps provide clarity. So, after any conversation take a minute to write a note:
"Guest, Thank you for the conversation today. We discussed xx issue. At the conclusion, we agreed to yy. If you do not agree that was the outcome, please let's chat again. -Huma"
This way there can be no confusion and he cannot, at the end of the stay, make a complaint that you "never told him" as Airbnb will also have a record. We have found this works for us and it keeps the lines of communication open.
Hope that helps.
That's a nightmare!
Before I accept my guests, I normally check feedbacks. If they don't have them or if they just joined airbnb, then first what I ask is if they've read my house rules. In this way I see how long does it take to answer my questions and if the communication is prompt. The only guests I avoid are young people from the Netherlands who remined me to beasts left from leashes. If the communication is not as I want, then my gut says "Reject" and I do it.
I am not sure if you are responding to me or to @Michael956, but if to me:
I do always check a guest's reviews (as well as the ones they leave for hosts) and this guest only had one, but it was a good one: "X is a fantastic guest, I had him in my flat for 1 month and everything was perfect. He is very quiet, polite and friendly person."
I also insist that all guests confirm they have read the full listing and house rules, even if they have 20 positive reviews. I will message them again and again until they confirm this and, if they don't, I will call Airbnb and get them to cancel the reservation, which I have done a few times.
The guest also had very good communication, very nice and friendly and always prompt from the start, responding to my question re house rules with a question of his own and then saying all was good, please could we confirm the booking.
Interesting about young guests from The Netherlands. I have never encountered that problem!
@Huma0 , all my respect for your endless patience. Whole month is very long time to deal with such unreasonable guest. I think that such type of people can understand only strictly established rules and they had to be aware that their stay in your home will be canceled if they don’t follow the norms. Some people think that they can do whatever they want if they pay. Don’t feel bad if you have to mention that it is your house and you are the master!
Yes, you are right, but I just never had to say this to a guest before. I have had to say it to lodgers in the past. I have had some who felt that, because they were paying rent, it was their house and I had no right to tell them what they could or could not do in my house (and it is mine - I own it).
That is actually the min reason I switched from lodgers to Airbnb, because the guests don’t normally act like they own the place, nor presume to tell me what the rules should be. My long term guests have been particularly great in this regard.
However, every time I have raved about them on the CC, which has been often, I have also said it’s probably only a matter of time before I get a not so great long term guest. And this guest is not so great. He is not a total nightmare either. It could be so much worse. I am just glad he will be gone in a couple of weeks.
Thank you for your kind words and your encouragement. They have made me feel better on what has been a bad day,
@Leana5, so strange. I had great experience hosting young people from Netherlands. Very organized and respectful for me and my rules.
yes, ALL young people from the Netherlands are beasts left from the leashes !
@Emiel1 LOL my favourite long term guest was a young man (20 years old) from The Netherlands who stayed with me for four months while doing an internship. He was so lovely that I introduced him to several friends and colleagues.
The following year, he came back to visit for a few days, but as a friend, I.e. I did not charge him and I threw a small party in his honour. If he wanted to move in permanently I would say yes. He was like the son I never had. You know, the one you would be really proud of!
All of the other young people I have hosted from The Netherlands have been really respectful. I wonder what @Leana5 experienced to give that impression. I would love to know!
We currently have 2 younger guests whose stay cannot end soon enough for me. They are not doing anything "wrong" but they are not engaging, really barely speaking to us, and they stay cooped up in their room all day - rarely leaving even for short periods to get meals and basically living in their pajamas (we don't allow cooking so meals must be microwavable or cold). They have had food delivered to the house several times (without telling us so the doorbell rings without warning, wondering who is at the door). But, they are following the rules, eating in the kitchen, etc. It's just always a jump to adjust - helping them get napkins, plates, etc or like the time we quickly moved from the kitchen where we were planning on eating so they could eat there (food suddenly arrived) or having to reload the dishwasher because they just put things anywhere - but they ARE putting things in the dishwasher, you know?! I feel like a heel wanting them to get out of my house - go get some fresh air, open the **bleep** curtains, go sight-seeing, if budget is a concern, I could provide many "free" things that can be done - if they only asked. And I've even offered to provide them with suggestions - "Thank you but we're just going to hang out today."
Now, I'm sure they are holed up taking in as much as they can of each other (they have been apart for a year), but even that much sex has to be enough as some point (10 days so far)! When I did a mid-stay cleaning, the sheets were actually hardly slept in - very clean and hardly creased, which means they might not be doing that EITHER (they are both under 22, so it's possible) - so what exactly ARE they doing in there for 20 hours a day - we don't hear movies or music or really even much conversation? If they are reading or watching videos, there are far more exciting and comfortable places to do that, even in our home - like the living room where they could stretch out on the couch or, on some beautiful sunny days we've had, our back or front porches.
At some point, a water kettle has arrived in their room so they can make tea in there. We don't really care that there is tea, but where is the debris going and why not make it in the kitchen? They bring the dirty tea cups and spoon out to the kitchen and put them in the dishwasher. And even though we provide it, they purchased their own half gallon of milk for their tea (exact same as we provide). Perhaps all the years they have lived in the dorms at school have not allowed them to think about these things, but we'd never really know since we can't get them to chat much with us at all. She was complaining about the price of beef at a restaurant they recently went to and was wondering to her boyfriend, "why is beef so much more expensive than chicken?" and he said "I don't know." To which I replied, "I know you're not asking me but, beef costs more because it costs more to raise a cow than it does to raise a chicken." This was met with basically blank looks and then they went back to talking to each other. It was weird and it's not a language barrier - they both speak English perfectly. Of course, I did just jump in and try to insert myself, so lesson learned with them that they weren't interested in talking with me.
Counting down the days - 5 more to go - and already trying to think about what my review will say. There isn't anything broken, or damaged, or even wrong - it's just uncomfortable for my husband and I who are used to guests being out and about during a stay. They are quiet, clean, and mostly respectful (we have the kitchen lights on a motion-sensor and middle of the night water runs have resulted in the light staying on until the motion-sensor turns off - they don't seem to understand they can turn it off when they go back to bed and our room is right next to the kitchen so we've been woken up by it a couple of times). She goes back to classes this morning, so not sure what he's going to do while she's gone, but I do hear them getting showered so they can get breakfast. They've been so keen on keeping the rules, that when we had to remind them the second day that breakfast was only served until 10:30, they started getting up around 9:30, eating breakfast, then going back to their room until 12:30 or 1pm before we hear them getting ready for the day. Jeff and I just shrug our shoulders and guess what is motivating them. We certainly don't seem to be able to motivate them to do anything else but hang out in their room. 5 more days.