Need Support-Things Are Rough

[Rhonda301]

Gulp. Here goes we are fairly new to Airbnb. I come here often to get answers for tough situations. Didn’t post what happened last weekend and now another bad situation ongoing.  Here goes…. Realized I am a license therapist trained in the most bizarre but this goes above my professional resources.  We are at the point maybe we will go live on other hosting sites and leave ABB behind. 

Last week a guest came as a single told us visiting her daughter she hasn’t seen in two years.  First she complained about the toilet paper because it’s for a septic system and we have had to pump out the system twice in one year due to previous renters prior to us buying the property. Then complained about how far the grocery store is, yet is is clearly noted on the listing all amenities provided. We added a few we didn’t have to.  We disclosed in three different locations as well as in the welcome message about the alarm system and OUTDOOR cameras in public outside space for the driveway not for guests but because in our area people think it’s ok to driveway up into any driveway and hangout. We are putting up a gate soon. Anyway she got angry about something and reported us as having cameras inside in private area.  Plus she let another not identified guest spend the night who I believe is local and gave the woman the private key code to the front door. We let it all slide didn’t call AirBNB yet they simply shut down our listing for 4 days until we answered their questions. We sent them actual photos of the tiny cameras on the front and back porches. We are quite rural and neighbors have complained about people trying g to stay in their crawl space so we decided it was best to protect our investment.  AirBNB also told us they were noting our file if we got another complaint they would  shut us down. I appealed this and eventually they acknowledged it was a false allegation. They didn’t even ask us or call us prior to making our listing disappear. 

fast forward to this current reservation. The husband thinks he is a handyman. Now mind you this house received a total upgrade with all new faucets, appliances, ceilings fans we added a full en-suite with freestanding tub. The downstairs bedroom has a shower tub combo all new.  We get a call the first night they burned a pan by forgetting it on the stove using olive oil and set off the smoke detectors.  They admitted it got really Smokey and they left all the doors and windows open to air it out. They couldn’t turn the tv on and get the right channels but wouldn’t let me come over to show them around and help so resorted to sending them photos since I have the same tv at home. They admitted they had read any of the house  rules.  They are ok with the alarm system and cameras for it made them feel safer and ask me to set the alarm each night which I did no problem. Yesterday evening I get an urgent phone call the lady was using the faucet to the freestanding tub which has a brand new $500 faucet set on it. Well she cranked the handle so far it broke off flooding the floors all brand new which flooded the other bedroom downstairs.  We had to turn the water off at the main because there was no way to get the faucet to stop shooting water everywhere. We cleaned it all up gave them extra water for the toilets which they didn’t use so guess what we had to do this am. The plumber we used was out on an emergency call 45 minutes from us so they had to go without water overnight. The plumber came today And took the faucet out stating it was not repairable and tapped off those water lines restoring the water.  My husband cleaned out all the nasty toilets cleaned all the water up and provided small mats used to draw water up out of the rugs and wood floors. Then the husband told us he tried to fix the loose toilet seat and couldn’t get it back on. So we fixed that. Now Lind you two days ago when I sanitized this toilet the seat was as tight as it was suppose to be. The place is trashed with garage all over dirty dishes and it’s very smoky inside. 

called AirBNB to see what we should do should they be relocated due to all the water damage the drywall will need to be replaced and so will the rug and ceiling fan since it had water running from it.  No response. They thought I was trying to file a claim I said no I believe they need to be relocated and was told by CS they had to send it a different department. So we have water damage we cannot clean up yet we have a broken toilet seat damaged ceiling, all the bedding g was damaged not the mattress for it has a waterproof cover. And silence from AirBNB. I believe they will force us to keep guests in a home with water damage we won’t be able to start clean up until Tuesday. The plumber told us the faucet was forced off it wasn’t faulty.  He knows this brand and said it’s a well made. In any case I am. Owned over by the sheer lack of support.  I felt it was in the best interest of the guest to be relocated. We afe

losing money every day the water damage sits unattended.  

 
Up to now we have had guests respectful and clean with all good reviews.  The last two have honestly made me less thrilled to be renting out our farmhouse that is historic 122 year old real farmhouse and we poured so much time and money into to for short term rental. 

Any insight would be helpful. 

Rhonda and Mark. 

[Branka-and-Silvia0]

@Rhonda301  OMG idiots!

Tell your guests they cannot stay bc you have to repair the damage and dry the place.

send them an alteration request (shorten their stay) and tell them you will refund unused nights but they have to accept it. Get them out as soon as possible. You should have done it immediately when they flooded your house.

[Rhonda301]

We didn’t know and Airbnb took the guest side of it.   The guest doesn’t want to leave because of the sheer about of luggage and other crap they brought.  I am sick and tired of the run around. 

[Mark116]

@Rhonda301  What are you doing to vet your guests?  Are you reminding them to read the house rules when they book?  mentioning the cameras also when they book?  I would have said to raise your prices but $250 seems about right for a newly updated space, so I don't think you are charging to little.

I would think about your interaction with the guest who reported you and see what red flags there might have been that you ignored, if any.  

As far as the current guests, same thing, did they have poor communication? or anything else that would lead you to believe they were not capable of staying in a self catering space?

It's unfortunate, we've had a run of bad guests so far this last month as well....poor communicators, low raters and destructive.

Get the guests out now.  Document the damage they have done on the Airbnb message system.   You can either send them a message to cancel or shorten their stay or contact Airbnb and request a PENALTY FREE cancellation because as a result of guest misuse of the space, e.g. flooding it, it is not habitable and so they have to vacate.

[Rhonda301]

When we requested that form AirBNB we were denied vacating them and Airbnb Isa’s they don’t want to leave. 

the cameras have always been well documented as well as I send message 3-5 days prior to arrival stating please read the house rules, available for all questions,  disclose cameras etc again. No red flags and it was the undisclosed guest who complained.  I have no name or who she is except the registered guest daughter.  But daughter was never to stay there yet she did and has the code.  

I probably need to up my credentials required.  And I need to ask more questions.  Born of the last two guests started out communicating well but once here stopped. 

The  current guest who broke the toilet seat, ceiling fan, burnt the pan and set off the smoke detectors and stopped up both toilets and flooded two rooms including the downstairs bedroom did not indicate self care issues which they clearly have. And now we’ve been told by customer ambassador they get to stay but that I plan to submit to the guests all the damages once it is all assessed which cannot happen until Tuesday. Unless due to the damage we are able to go into the house and check on it. We are floored because we finished this house end of April listed in May and now repair a lot of the flooring drywall paint replace freestanding faucet and ceiling fan. And bedding. 

The  current guests admitted they did not read the house rules. I asked three times to make sure they read them first. 

how do you vet guests?

[Mark116]

@Rhonda301  First of all, Airbnb cannot actually force you to continue hosting anyone. 

You can always cancel, but if Airbnb doesn't agree to do it penalty free, then they will charge you and put a note on the listing and it will affect the search results.

I would recontact Airbnb ASAP.  You have to be firm with them, because most of them are poorly trained.  Restate that the house is not habitable due to the flood and other damage the guest caused, that you are uncomfortable with these guests and you fear for the guest safety in the house, and for these reasons you require a penalty free cancellation immediately so that damage can be assessed and repairs started and the guests can relocate to a safe space.

[Susan990]

@Rhonda301   My advice to you is to do what I did  when COVID hit--go monthly or go home.  By monthly I do not mean the Hotel definition of monthly (28) days but the by law in most states monthly rental which is 30 days in most states but you must adjust that to 31 days because that is what it takes to get ABB to quit with the charging of STR taxes in the program. So the setting is 31 nights minimum,  occupancy one person, maximum length of stay suggest at least 4 months. And never do instant book-- always want to interview your long term tenant and confirm everything about them to verify they are legitimate in their use of the property and why they want to rent from you-  just like a property management company would do.  Maintain total control all the way.

I require 3 ID's minimum, reviews or if none more information about them accept them as a new user with good credentials .

  To be successful with genuine long term monthly rental clientele you must rethink your lodging product and serve the needs of the world of-- the remote worker, the contract worker, the travel nurse, the construction work , the student intern, the fire and emergency crew worker.

  Think about what they need to live and work for a set number of days which typically ranges in the 3 month range.

   Now think about how sweet it will be to have 90% occupancy. Know that ABB reduces its STR service fee charge of 14.6% to  10.6% to the guest!  Same 3% to Host.  That difference, plus your host adjusted long term rate of typically 15%-20% from prime STR rate makes "renting" through ABB a bargain.

  Some other changes to make are 1) cancel the cleaning fee- No reason to charge it at all for such long termers, you provide all the household cleaning supplies for them, along with coffee and tea, and they take care of themselves just like renters.  Always provide laundry service no charge. Always provide a private parking place. Always provide maximum privacy, minimal contact, secure lock ups, supplies restocked when requested.

  This clientele is top drawer folks, about 90% single solo traveler working professionals.  Always so appreciative of finding and place to live and work their gig as an alternative to hotel or motel which can be pure hell for them.

  Last issue is what to do with gap between the multi-monthly rental reservations-- go nightly, set your price and length of stay and occupancy however you want.  The gap space is yours to rent however you wish, customize it to the market in your area.

  For my place in Redmond Oregon  located 7 minutes to the Redmond Airport and adjacent Expo Center/ county fairgrounds I set the gap terms to "minimum 4 nights, single person" because 4 nights is the average that the convention goers at the Expo Center need to do their booth gig at their event.

  Notice that my business is focused on serving people who are working and not vacationing or visiting.

[Rhonda301]

Excellent information. Thank you so much!! We will caster to that. Nashville is supposed h a party place to it would be better to have the situation you so clearly and concisely explained. I am so appreciate. 

[Rhonda301]

And thank you for the response I know that took time and thought to write to us and we so appreciate it. 

[Kristina46]

You have failed to include one really important point. After 30 days in many states guests become tenants, no matter how they booked. Airbnb can do *nothing* for you if they decide to overstay. The only smart way to protect yourself with longer term guests  is with a background check, deposits, credit check and signed lease agreement. In other words, treat them as standard renters. Just because you have had worry-free stays thus far doesn't mean that lucky streak will always continue. What I would do, assuming you want to find them through Airbnb, is host them for a starting period of three weeks. See if it is a fit for both parties and go from there. I have too many friends with horror stories of squatters and overstaying guests who know how to game the system. 

[Kelly149]

@Rhonda301  You own the place. Act like it. “You don’t have to go home, but you can’t stay here”

Repairs must begin & therefore they must go. Hold the door open if that helps. The phrases “I’m sorry that won’t be possible” and “unfortunately my insurance says you cannot stay” are your friend here. Do not wait on abb to solve this problem. That dog won’t hunt. Good luck. 

[Rhonda301]

Thank you.  So much for this sound advice. All we have ever been told Is you cannot do this and cannot do that. 

[Rhonda301]

We took your advice and told they cannot stay for we have to get in with dehumidifiers and fans to dry the floors out before they buckle and to get repairs started and product ordered. The new faucet is a week out or more. Thank you all for giving me the guts to stand up for myself. 

[Rhonda301]

Update they told AirBNB it was a minor water leak. They won’t go to a hotel when  offered they require a house to cook. We told AirBNB how bad the flooding was and she said I’ll take care of it if they don’t leave call back.   

[Branka-and-Silvia0]

@Rhonda301  don't wait for ABB CS to call you back, you could wait forever. Take the matter into your hands. You can't be a host or a landlord if you can't say NO and protect your property.  I would bring dehumidifiers, come with repairmen, start with repairs, turn off the water and get them out the same day. Then they will cancel if they would like to get any refund.