Issue with guest & feedback

[David10981]

Hello everyone. This week I opened my first and newly created Airbnb. Within 24 hours I had my first booking. Great, were off I thought. I have push notifications turned on so contacted my first guest with details of access and local amenities.The guest has two 5 star feedbacks which I was pleased about. We had further contact over WiFi but that was it. When the guest left (two night stay) and we went to get the place ready for the next people (I had 3 bookings within 5 days) on arriving the place was more than untidy, lots of rubbish, furniture moved, every plate cup and utensils wet on the worktop etc. But worse was the state of the bed, sheets were so stained (bodily fluids) that they had penetrated both the sheet and mattress protector and stained the new mattress. it wasn't good ! I honestly felt as though my clean new place had been hired as place of ill repute. (knocking shop) . Regarding feedback, I don't want to get into any tit for tat, I'm looking at this as a learning experience/period (I've ordered new expensive mattress protectors, which cost more than his stay). What I need is advice, If I can't leave good feedback, I don't want to leave any at all, is that a good idea? I would not have him as a guest again and would reject him if he attempted to book in the future. is there a method of reporting without feedback? Or am I just being far too sensitive ;+) ? it was a lot of work preparing for my next guest 3 hours later.

[Helen744]

@David10981 I am so sorry that this has happened to you David especially on your first guest. My advice to you is that you were indeed targeted . In this case you can not only say about the guest that they did not follow house rules but that there was a lot of extra cleaning involved and send a request to the guest for an extra cleaning amount . Give the guest low stars in as many categories asap so that the next host does not go through what you have.Having said that I would also tighten up your communications with your potential guests long before they arrive. Make sure your house rules are in place and have been read, ask ,. make sure of guest numbers ,If you can then please either meet the guests on arrival or do not use Instant book. Its not easy sometimes to be both the one in charge plus the easy going host , but this is the lesson we all must learn , so put rules in place and dont be afraid to let the guests know you are around and want to know who is in your place. Good Luck .. H

[David10981]

Thanks Hellen, I thought it wasn't me being too fussy, You are correct I do need to bite the bullet to protect others. The instant booking, I thought it was a good idea, I do make quick contact with guests to suss them out. but I don't charge a cleaning fee, I wanted to make things as easy as possible. I think I need a rethink.

Thanks again

Dave

[Kitty-and-Creek0]

@David10981 

In addition to @Helen744 's great response, instant book is a bit much for early on, as is a quick turnaround like that. You are still getting your bearings in this business. A waterproof, bug and dust proof mattress and pillow protectors are essential, as are enough extra bed linens. An excellent mattress is a major investment of several thousands of dollars...and key to our guests' comfort. Accidents happen a lot. 

Welcome aboard and very best wishes!

[David10981]

Hi, thanks for the advice. I paid quite a lot for my bed. Hence my dissapointment. You are right of course, I could be hurrying to get some of my investment back. Also I have priced competitively. The property is not surrounded by woodland and gardens. So I probably am looking at budget or working travelers.

Thank you for responding

Dave

[Kathy33]

David , we have two extra sets of sheets just in case of a accident. We also have a printed copy of house rules on counter. With a reminder the guest need to do there dishes. We are a budget stay because we are next to cruise ship port. And for instant booking I would never have it. A bad guest can hide behind it. Some hosts it has worked out great. I talk to every guest two weeks before and at the time of booking. Good luck and HAPPY HOSTING 😃

[David10981]

Hi Kathy, Thanks for the advice. Yes I too have lots of bedding, tripple everything. I figured the more I have the less wear and ageing. My mistake was not realising not all matress protectors are equal. I have expensive new waterproof ones on order for delivery friday. Did a search & Bamboo came out top.

Regards Dave

[Mike-And-Jane0]

@David10981 sadly as you have found out waterproof mattress protectors are essential for holiday lets. You might even consider fully encasing the mattress with a bed bug proof protector given the increased risk of bugs in the UK at the moment.

Hopefully this is a one-off experience. I wonder if you took up the Airbnb -20/30% offer on the first 3 bookings which might have attracted a particular type of guest.

Do leave feedback in the form of a review. All reviews are blind so this will not trigger a bad review for you.

[David10981]

Hi Mike & Jane, thank you for responding. Yes I did take up the newbie offer, I realise now that that was a mistake. I have also now reduced the discount on longer stays, my price is competitive enough & includes cleaning. I am wondering if I should turn off instant booking, it's been suggested as I am new to Airbnb, I should feel my way in :+) I am now going to make more effort to make physical contact with my guests.

I'm not quite the novice, I do have other permanent/long term lets, I'm a good landlord who looks after his property and tenants. My Airbnb foray is a test to see if it would be worthwhile to convert other flats as and when tenants move on. My motive is the new Draconian laws & attitude of government towards landlords. I will take your advice & I appreciate your suggestions, my plan is to do this for a whole year and see how it goes.

Best regards Dave

[Mike-And-Jane0]

@David10981 we have had IB on from the start but we have the advantage of a) Living next door and b) Not being in a country where Airbnb rip offs seem to be rife.

If your Airbnb's work out and you qualify as a Furnished Holiday Let then there are huge tax and pension advantages to STR. That said there are many landlords trying it out as you are doing so the market is somewhat supply heavy at present. Also I trust you are up to speed and compliant with the new Fire regulations which seem to go way beyond building regs.

[David10981]

Hi I refurbished the building 7 years ago, I had to go through planning, the whole place is double boarded for Fire and sound with fire doors between kitchen & sleeping areas. I had to jump through hoops, got inspected at each stage of the process. Isulation requirements were a huge part of the cost. I suspect I'm going to keep a mix of Airbnb and normal long term rental. I live very local so can easily keep an eye on things, I'll Def be calling in on my guests. I'm keen on photography, I've decided to print small local tourist photo's to give to the guests as a welcome, (postcard size) that will give me the excuse to knock on the door.

Thanks again Mike & Jane

[Mike-And-Jane0]

@David10981 Make sure you read the guidelines for Fire Risk Assessments. They go way further than planning/building regs and require such things as locks on the doors that do not need keys to operate from the inside.