Long term stay guests requesting additional items not in listing

[Jasmine343]

Hi guys, so I’ve been hosting Airbnb since April of this year and have had nothing but great reviews.  All of my stays so far have pretty much been short stays except for this one.  My place is for up to four people, this reservation was booked for only 2 guests.  They initially booked 31 days but have extended to 44 after their arrival.  They are friendly to deal with but I’m having an issue with how much they are requesting from me.  It started before they arrived, I’ll list out the requests here

Before arrival - a third chair for when their son would visit (luckily we had 3 but it just wasn’t pictured)

Before arrival - they asked for a nespresso machine. I simply said “I do not have one to provide you but can pick one up for them if they would like to order it”

After arriving day 2 or 3 - a third wine glass for their son when he visits, I ended up purchasing a pack of six and dropping it off for them as I figured I best have more than two since I rent to up to four people.  ( I also dropped them off an extra key since there was only one)

And now today, about a week in, they’ve asked me to purchase a citrus juicer and an extra bath robe.  I have one bath robe in there that was the owners, she didn’t want it anymore so I figured I’d leave it for guests to use as a bonus, it’s not in the listing description or the pictures.  And the juicer, sure I may purchase that because it is an item guests on occasion may want to use, but it’s not a necessity

I’m annoyed with the amount of requests already, and so this time when they asked for the juicer and the robe I said “unfortunately I do not have another robe or a juicer to give you”

His response was “I find it a little mean on your part that there is no bathrobe and a citrus press given the length of the rental”

Im not sure how to proceed, yes they have spent a fair bit of money to rent the space, however I don’t feel I need to be purchasing them things that aren’t in the description.  Frankly I feel they are acting a bit entitled, and I’m annoyed that they have this expectation.  (Their profile has 7 good reviews, there was no mention of anything like this, they also are from France so I wonder if things are different there as far as expectations?) I also feel like I have been accommodating already, it’s not like I’ve shut down all their requests, but maybe I should have from the beginning!

Im trying to think of a polite way to tell them that I won’t be purchasing them items beyond what’s in the listing description. Obviously I don’t want things to go sour but I don’t want to be purchasing everything they want.

Any advice on how I can respond respectfully?

[Huma0]

@Jasmine343 

I agree with pretty much everything that's been said above.

Making sure that the place is sufficiently equipped for the maximum number of guests you accommodate and the listing is accurate about amenities are very important.

Catering to a guest's every whim by providing items and services not listed (especially ones that other guests do not request) is a slippery slope. These demanding types will keep on demanding and are unlikely to leave a great review even if you do bend over backwards for them.

My worst review was from a couple who

Pre-arrival

- Wanted to know what food was included because they couldn't find it on the listing. The tea, coffee, sugar, oil etc etc that I supply is all listed, but they expected me to buy their food and cook for them!

Pre-arrival and during stay - I am always happy to help guests with questions, tips and advice, but this was like they expected a concierge service, e.g. sourcing specialist magazines, car rental arrangements for an unrelated trip, taking packages prior to arrival, going to the pharmacy at night to buy specific things, on and on...

During stay

- Wanted a stove top coffee maker, because that's what they use at home. I have three different types of coffee machines/makers but, no, they wanted the same type as at home. Apparently a French press is 'dangerous' and they didn't even try to use the two coffee machines.

- Used an insane amount of coffee and sugar and didn't thank me when I went to the shop at 10pm to buy them more white sugar because they wouldn't use the brown. 

- Said the lights switches for the communal hallways should be located in their bedroom, not in the hallways, and therefore all lights must remain on overnight (energy efficiency is mentioned in my listing).

- Said it was 'ridiculous' that I didn't have a waste disposal in the sink, even though no one in the UK has these.

At the same time, these guests broke numerous house rules and helped themselves to my personal items (which are put away in cupboards that are not shared with guests) and were extremely rude.

After that experience, I thought, never again. I am happy to provide additional items if asked nicely and it's not going to be much extra/expense or effort, and actually do quite frequently, but guests who make these unreasonable kind of demands will simply be reminded that the amenities are as listed. If they still don't get it and are rude about it to boot, they will be told politely to find somewhere else.

[Sarah977]

@Jasmine343  Why do you have this wording in your description?

"All essential cookware, we try to have the basics stocked (coffee, tea, sugar, oil, etc.) but we cannot guarantee this.

Don't mention things that you don't necessarily provide.  That's pointless. Hosts often have extras in their places that they don't mention in the description- it leads to good reviews when guests find things they weren't led to expect.

You have kitchen basics checked off in your amenities list- if you do, you have to provide them always, not just sometimes. Otherwise remove it from your amenities list.

[Jasmine343]

I’ve seen it in a couple other listings, so I changed it to that pretty recently.  I think I will just remove it all together as you mentioned 

as for the “kitchen basics”, I do always have those provided. To be clear, anything that I include in the listing IS provided. I’m not sure why I included oil in my little blurb there.  Frankly I completely forgot that was an option in the amenities, thanks for point it out