New Host who can use a little help

[Tanya731]

I am new to hosting and my first experience was a nightmare. A older man showed up and told me he thought this was a house not apartment. He wanted to know about refunds. I showed him in the listing where it states numerous times APARTMENT!! I told him that I wouldn't mind giving refund of half because his accomodations required me to miss work. He acted as if he was fine with that and left. Only to return at midnight banging on my door demanding full refund, threatening me if I didn't through the door. I called Airbnb to notify them of guest and they did absolutely NOTHING. LONG STORY SHORT- He busted my door before he left trying to open it and when Airbnb called to ask about his refund he was requesting I said NO I WANT THE REFUND. Explained about his behavior and still they did NOTHING!! He continues to message me on here with threats and name calling etc.

My second guest is here now and is telling me that the brand new memory foam pillow top queen size mattress is uncomfortable and would like me to get another one. She is the first person to sleep on it and it was not cheap. As a host what is my obligation? 

[Gwen386]

@Tanya731 First, you should have called the police. Your life was in danger. Then called AirBnB. You can also block any guest on AirbnB 

Next, the second guest’s request is unbelievable and ridiculous! If it was me, I would offer a full refund and ask guest to cancel. You just don’t need this headache. 

Good luck to you. 

[Tanya731]

@Gwen386 can you tell me what kind of accommodations I am required to do? I'm missing so much work to accommodate ridiculous requests for $30 a night. I'm about over it. 

[Gwen386]

@Tanya731 Do you have house rules? I don’t see them. If no, please create some. They can be listed on one sheet of paper and also be stated in your listing. Here’s an example. 

Welcome (name of guest)

Thank you for choosing to be a guest in my short-term rental. Since you will be sharing this 2-bedroom, 2 bathroom apt with the host, these are the apt rules:

1. No smoking, vaping, etc.  

2. Apt thermostat is set between __ and __. 

3. No extra guest. Only those registered on AirBnB and approved by me are allowed. 

4. No pets. Now, If you have one, it should be mentioned here for those with allergies. 

5. Quiet hours are 10pm - 7am. 

6. Kitchen, living room and dining area are shared spaces. 

Of course add rules that are related to sharing your space. Also, rethink renting to men. Since this is a shared space, you can say females only.

Hope this helps. 

[Tanya731]

Thank you so much @Gwen386 

[Gwen386]

You’re welcome @Tanya731 

[Helen3]

What a horrible first experience @Tanya731 

Did you call the police when the guest returned and damaged your door? Do you have a police report? 

in your situation I would be raising a request on the Airbnb Guarantee to fix the door.

sadly Airbnb CS don't always support hosts as they  should and I'm sorry to hear they haven't helped you. 

refuse the refund and leave an honest review.

if you are using instant book turn it off so you can ask guests vetting questions before they book to ensure they are a good fit .

[Tanya731]

@Helen3 I appreciate you so very much. Thank you. 

[Lorna170]

@Tanya731   

1.  As a woman who resides in the home, you can limit your renters to other woman, no men.

2.  Take some better pictures (smooth out the bed covers, dress op the bathroom) so that you can raise your nightly fee which will result in you getting better guests.

Your second guest is just trying to get a refund or free nights.  If you have purchased a good mattress, nice sheets and fluffy towels, and the apartment is VERY clean, thank the guest for their comments and let them know that no changes will be made during their stay.  

When I first started I tried to bend over backwards for my guests -- not any more.