Is it okay to have a note on the toilet cistern: "Please don't put sanitary products in the toilet", despite a disposal unit being next to the toilet.

[David3418]

I know this sounds like a really dumb question. Please don't give me a hard time about it.

One reason I'm asking is because occasionally I have NQR (Not Quite Right) guests eg the guy who bought 3 times more takeaway food than he needed every day for 7 days and then filled both the recycle and other garbage bin with it (I worked 64 hours that week so it was hard to monitor what he was doing).  I'm concerned an NQR female could stuff up my sewage pipe by flushing hygiene products. My sewage pipe is just about to be fixed (but not for this reason) for $5 000. 

But at the same time, I am concerned about offending women by implying they are not smart enough to notice a hygiene disposal unit and know what to do with it.

[Michelle1164]

@David3418  I don’t think there is anything wrong with this. I have signs posted by the kitchen sink and in the bathroom. I found these on the internet and printed them off. I framed them and have them placed in their appropriate spots.

[Colleen253 · Accepted solution]

@David3418 Not a dumb question at all. All vital info should be conveyed to guests. I do as Michelle does with a framed sign near each toilet. It’s targeted at all guests, not women specifically, as nothing can be flushed, except toilet paper. Not even Kleenex. It simply says “House is on a septic system, please flush nothing except toilet paper.” Keep it simple, cover all bases, and avoid targeting one group in particular.  

[Linda108]

I used to think these type of signs found in other public spaces WERE dumb but not any more.  I was talking with a woman I hold dear as a friend and she told me she was surprised by a plumbing problem caused by her disposal of sanitary products.  I never would have categorized her as "NQR" so I was just plain flabbergasted!

[Colleen253]

@Linda108 I have a number of signs around my listing. Each one was posted after a guest did something that it never occurred to me someone would do. I was self conscious about doing so, imagining any guest filled with common sense would think I was a bit looney. I’ve since gotten over that, as a guest filled with common sense is a bit rare. 

[M199]

@Linda108 

Every one of these posts is correct.  I advise guests as well with a posted sign that only toilet toilet paper can be flushed.  As well, in my welcome message, basic rules I include a note that states "the cost to clean the septic system is hundreds of dollars.  Guests get the point loud and clear.

[David3418]

Thanks for all your great feedback. I was considering taking the sign off! I posted the sign because a recent female guest tried to flush what appeared to be toilet paper, but I decided to post the sign to be sure. She responded by saying that she knows to use the disposal unit. And I responded by saying I posted the sign because I had sewage pipes on my brain after paying $500 recently to unblock it (not because of items being flushed down it).

After leaving she left many negative remarks both private and public that I thought were a bit unfair. Perhaps she was offended by the sign. I probably should have waited until she left.

Of course, signs can’t completely protect against NQRs. And I don’t believe the girl I’m talking about was one. I can’t have a sign in every language and I can’t have a sign about everything.

[Sarah977]

@David3418  If you are speaking about the most recent review, the only negative things she mentioned in the public review were that she considered the property run-down and had some check-in problems.

Then you left a long response which had nothing to do with those complaints, but with what she must have told you in private feedback.

You need to understand that the only things you should address in a public response to a review are the things mentioned in that review, not in private feedback.

When a guest complains in private feedback, they are usually being kind- not wanting to hurt you by stating all those things publicly.  So don't then call attention to those private complaints by making what no one else knows about public in your response. If you want to respond to private criticisms or suggestions from a guest, do it privately.

[David3418]

Thanks for your response.

I didn't realise this and thought that my response went into private feedback. And that private feedback is only seen after people have booked in.

Is there any way of deleting?

What is the best way of responding privately? By messaging them on the app?

As far as the property being "run-down" is concerned. I googled "pictures of run-down properties" and it came up with images of houses with holes in the roof, broken windows, doors off the hinges etc. They were totally uninhabitable and my place is obviously not like that. I too, would view "run-down" as being a residence in extreme disrepair. My place is not like that. I believe she should have been more specific eg it is run-down because it needs..........whatever. If she specified why it is rundown then it would have been okay. Simply saying, "run-down" without specifying why is unfair in my view.

The most run-down part of my property that I am aware of is due to damage to the carpet in the bedroom. This damage was caused by guests moving the roller chair on the carpet, despite having a carpet protector. I have a rule against that. And she disobeyed that rule, but probably just out of ignorance and not bothering to read the rules (like most people). All she did was move the chair out of the room, because it would be too heavy for her to easily lift. But if she had told me she didn't want it, I would have helped her lift it out to prevent carpet damage.

I have since sold that chair and just put one of the dining room chairs there. I really should have had the sense to do that in the first place. 

It is kind of frustrating to have guests damage property and then the next guest complain about it. 

But of course, I will never know the real reason she said it was "run-down".  No-one else has said this. I don't even know for sure if she believes this herself. 

As far as the check in process is concerned, once again, she did not explain why it was difficult. It is simply a matter of entering a code into the lockbox to retrieve the keys.

She had difficulty working out how to open the door. I showed her slowly and carefully how to open the door but she still seemed to find it  hard for some reason. I thought perhaps that's what she meant?

The best solution would be digital lock but that is very expensive.

[Sarah977]

@David3418  I believe you can ask Airbnb to remove your own response if you want to.

Yes, you would respond to private feedback in a private message to the guest.

Try not to be too defensive as far as feeling that guests' complaints are unfair. Everyone has different perceptions, and unless they are actually lying about something, those are their perceptions and valid as such.

Some guests are OCD and will be disturbed by a bit of dust on a bookshelf, others don't really even notice if things are super clean,, unless they would be faced with a dirty sink or toilet or a stovetop covered in grease.

I also don't have digital locks and my door locks can be a bit tricky. So rather than just "show" guests how they work, I first do it myself, then have them try it, twice, while I am standing there. That has prevented any issues with my guests and locks.

But I have a couple of friends who are rather challenged when it comes to keys and locks. One friend stayed with me for a month, and never could manage to unlock the door easily. There's not much to be done about that.

[David3418]

Thanks for your feedback.

I think I did ask her to unlock the door while I watched (but only once), to see she had learnt. She was probably just challenged with locks.

I still think the comment about my place being “rundown” was unfair because it is very negative and nebulous. For example, I wouldn’t describe a guest as, “not being a very good guest” for the same reasons. I would describe what they said/did and then others can judge.

Likewise, she should have described what made my place appear “run-down” to her and then others can judge. Just saying it is “rundown” is a bit like saying it is “a bit of a dump”. To my way of thinking, it came across as being a bit mean. Like she is trying to put others off staying at my place. And if she was unable to articulate what made it appear “run-down” then better not to say anything.

Making a very negative remark without justifying it is similar to lying.

But it is also important for me to let go of these things. In the big scheme of things, it is just one review.

[Linda108]

Ah, @David3418 , you have reached a place of realization that many of us have also reached when dealing with the public and their "meanness".  For me, I channel some ultra professional, ultra neutral, ultra understanding host into a response to the review that in no way sounds defensive so the real audience for my response is impressed by my professionalism.  Not as satisfying as pointing out what an idiot the guest is, but does the job.  

[David3418]

I re-read her response and she actually said, "quite rundown". I'm not the perfect host and my property is not perfect either. The good reviews get mixed in with the bad reviews and it all evens out. If all reviews were very good then people would have unrealistically high expectations.

They are certainly getting a good deal for the price though. Sometimes I feel a bit like they are basically getting the accommodation for free with all the extra housework and stress involved. It is a bit like having a second job.

I once had an Air bnb guest go off the plan for about two years and it was so much less work and stress for the same amount of money. Really, from my perspective,  the main advantage of this is just guaranteed payment. I had so many problems in the past with boarders (non Air bnb) refusing to pay.

I wish someone would come up with a "guaranteed payment boarder" scheme, similar to Air bnb, with a review system to keep both parties honest but more negotiation with regards to how much housework is required.

[Flavia202]

Not a dumb question at all @David3418 . I use a small sign close to the toilet signalling no flushing of sanitary items, condoms, cigarettes/butts.  Sometimes a sign is more accepted than words.

[David3418]

Yes. These visual signs would be great for non-English speakers. Even for English speakers, they probably get the message across better.  Any ideas exactly where eg specific internet site etc to find one?