Just letting off steam

[Ann-Marie7]

I’ve been very fortunate to have had great guests for the most part the last five years that I’ve been a host. But my last guest has made my blood boil!

I rent out a very large apartment in my 221 year old farmhouse that has been in my family for 70 years. There are four permanent tenants who’ve been living in the house for years as well. Rules are no parties, be respectful of the other tenants, there is space for two cars, no pets. I don’t live on the property but just a couple miles away. The reservation was for one person, 5 nights.

She asked if her daughter’s service dog would be allowed to visit for the day with the daughter. I said fine as long as the dog doesn’t go on the furniture as I have people who stay who have allergies. When we went in to clean there was hair all over the furniture and they allowed the dog to roam free outside. The dog approached one of my tenants as he was getting out of his car and tried to jump on him so he gave him the knee. The guest had the audacity to make a comment about that. Also, most of the beds were used, countless towels, dishes left. I charge $10 per person per night after 2 people so she definitely got away with something.

The biggest thing was the last night she stayed she had several people over, very loud until the wee hours of the morning, several cars parked in the driveway and even parking in my tenants spaces. She broke so many rules and really didn’t give a hoot. 
She wrote in my guestbook that she had such a great time and wants to return in October. No way!!

I gave her a bad review and am still seething as I’m here cleaning up the mess which so far has taken us 3 days. I have another guest arriving in a couple days so I’m hoping it will be complete. 
When I get a one person reservation I assume the clean up will be minimal as compared to if 6 people stay and adjust my calendar accordingly. Thank God I have 5 days in between this time around.

Does anyone else’s blood boil as your cleaning up from the guests from hell?

Ann-Marie

[Robin4]

@Ann-Marie7 

Anne-Marie, I understand your frustration, most guests are considerate and a pleasure to host but, there is always that guest on your hosting horizon who will cause you to consider whether what you do is worthwhile.

It's a bit easier for me because I make it known in the listing description that, although the hosting takes place in a separate building, we do live on the property, and it is probable that this discourages guests who have a desire to bend or break house rules from booking.

You say there are 4 other permanent tenants living in the property but, you make no mention of them in your listing description, and potential guests will be under the illusion that they are going to have the property to themselves. Guests will take liberties if they think they will not be observed and can get away with it.

In your position Anne-Marie, I would say in your listing description that "although the listing is a self contained  entire apartment, there is a property manager on the premises who you will no doubt see over the course of your stay". When the guest books you can say the property manager is a permanent tenant in another part of the building who simply looks after your interests. That way the guest is not going to be confronted with people they knew nothing about when booking. And secondly it will discourage those guests who might want to indulge in a free for all from booking!

Just my thoughts Anne-Marie.

Cheers........Rob

[Ann-Marie7]

@Robin4 

Thanks for your input! I do say in my “rules” that there are other residents on the property, no parties, to be respectful, keep noise to a minimum and park only in designated parking spaces/s. I add a reminder in my check in message the day before arrival and I have it spelled out on an information sheet in the property itself. Some people either don’t read or don’t care. Lessons learned. So now I’ve added as part of my rules that there are outdoor security cameras monitoring the property and only registered guests are allowed unless specifically approved by the host. Hopefully this is the bad apple that fell off the tree!

Thanks again!

[Robin4]

@Ann-Marie7 

You are right, I did eventually come across it in your house rules but Anne-Marie, I think you need to be a bit more upfront about it. Put what I have said in the 'About this space' section. Guests are notorious for not reading house rules......they look at the pictures, imagine themselves in that dreamy atmosphere and don't get to the fine print.......I missed it, and I was looking for it! 

We need to be absolutely up-front about only attracting desirable guests, I make it know in my description and through the review process that I am a hands on host, and in over 500 stays I have only had 3 bad guests. I think that is a good hitting average!

Cheers........Rob 

[Ann-Marie7]

@Robin4 
That’s a great batting average!!

Thank you! I’ll take your advice and run with it.

Ann-Marie

[Russell49]

I have hosted for around 4 years and I understand your frustration. 99% of guests are great, but ALWAYS stick with your rules. You should have told this person that no other person is allowed on the property and that only the booking guest is legally allowed-all others are potentially trespassing and can be cited. Obviously you can finese the words, but be bold as some people can just take advantage and issues can escalate.

[Ann-Marie7]

@Russell49  She never even hinted that she would be having a big party. (Silly of me to assume there’d be hints haha!). I didn’t find out until the next day when I got three complaints from my tenants. But yes I’ve now included in my listing that only registered guests are allowed on the property and all others will be evicted, outdoor security cameras monitoring. And I’ve notified my tenants to contact me about any issues no matter what time of day. (I’ve told them this several times but they didn’t want to bother me that late at night).

Thanks for your input!

Ann-Marie

[Russell49]

I was more-less referring to you saying it would be ok for the guest having another person over with a dog. Often we can have good intentions and flexibility with guests that can then get the impression that the host "wont mind" or is extra lenient. Obviously they went overboard in your situation.

Always be bold and upfront (while remaining friendly at the same time) when it comes to those house rules. At the end of the day it can mean the difference between you having good experiences and getting paid or bad experiences and you not feeling compensated enough! lol

[Ann-Marie7]

@Russell49 @Robin4 

Here we go again!

My next guests arrived today, reservation is 2 adults. Guest is there with another adult and 2 children. My rules are no children under 12. I do make exceptions if people ask. She didn’t ask. I also charge $10 per person per night after 2 people. That’s an extra $100 for a five night stay.  I sent her a specific message before check-in concerning only the number of registered guests are allowed. She never responded. I have an information sheet that she obviously hasn’t read or chooses to ignore.  I sent her a message tonight through Airbnb and a text message asking her to change her reservation. No response. Now what? 

[Elena87]

@Ann-Marie7 

Read the help centre guide for a big steer.

https://www.airbnb.com/help/article/1515/when-guests-want-to-bring-more-people

Option 1 is the guest pays up for the extra people or option 2 the guest should cancel.

The downside is this entails confrontation and you being pertinacious.

There is a third option of making an exception and do nothing about it.

[Ann-Marie7]

@Elena87 

I guess I must be tired of being taken advantage of. This is the third guest in a row for me. When you are expecting to clean, wash bedding (we wash EVERYTHING Everytime), towels, dishes, etc for one or two people and end up doing it for 4 or more and not be compensated, I have a right to be pertinatious.

[Ann-Marie7]

@Elena87 

And does anyone every think about, God forbid, there was a fire and I tell the firemen there’s only 2 people in there because that’s what the reservation says, and I don’t know how many more because the guest is being dishonest?

[Karin1688]

Shouldn’t this guest pay for extra cleaning and bed laundry? Seams unfair to you.

[Christine615]

@Ann-Marie7 

This isn’t hard. Put exterior cameras on the property and turn them on when you have guests. Change your listing to charge $50/person/night for anyone not on the reservation. Charge $25/night for registered guests over 2 people. Put the penalty charge in your welcome message after you confirm the number of guests. 

[Ann-Marie7]

@Christine615 

I charge $10 per person after 2. How do you collect a penalty? I now have outside security cameras and a property manager so I know there are more than 2 people.

Ann-Marie