Newbie help

[PeeJay0]

So we’ve had 2 sets of guests. The first guests broke a frame, left blood stains on the sheets, broke the remote, plant and didn’t tell us anything. The second said 2 people and turned up with 4 people and a dog, we allow dogs for an extra charge. Given we are new and need good reviews to sustain our business. Any advice. 

[Vivek143]

Hi @PeeJay0 - you can actually start with setting some strict instructions within the app. 

1. Firstly and foremost, I would suggest to install an external camera at the property to basically have an overview of the property. 

2. I would recommend you to report the same to Airbnb support for these mischiefs that guests sometimes does. They mostly listen to it.

3. Also, once you communicate with guests be very clear around instructions and charge for everything extra beforehand and raise the money directly through Airbnb. 

Hope that helps 👍🏻

[Paula]

Thank you so much for these suggestions, @Vivek143. 🙏 @PeeJay0 , please keep us posted once you’ve had a chance to read this.

I’m also reaching out to a few more hosts to see if they’d like to share their thoughts: @Arjuna11 @Helen471 @Denise1657 and @Andrea9241 

Thanks, everyone, in advance!

[Helen471]

@PeeJay0 So sorry you have had two bad experiences 🥺. Most important step you can take is to be sure your House Rules are very clear about any fees that you charge (Pet Fees or extra Guest fees). As others have suggested, being able to provide proof to Airbnb is super important so photos after your turnovers and installing security cameras on the exterior of your property. 

If you want to address any claim reimbursements, wait until that final day of the review period to submit any requests or right after the Guest reviews your property if the Guest reviews your property before the 14-day period.

[Andrea9241]

@PeeJay0 One of my suggestions also are to take pictures every check in before your guests arrives and after, so that if someone broke something you can use Airbnb cover to guarantee your rights as an host.

Have a good day 

Andrea from cinque terre , Italy 

[PeeJay0]

@Andrea9241  love this idea 

[Paula]

Hello @PeeJay0, I wanted to let you know that I've added a tag Andrea's name to your comment. To tag someone, tap "@" and select the host's username from the dropdown menu. This way, they will receive a notification.  😊

[Andrea9241]

@PeeJay0 love that you like it

[Arjuna11]

@PeeJay0 House rules on the Airbnb platform are there to protect both the host and the guest but they’re not meant to offend anyone.
If you are providing everything exactly as listed, there’s no reason to hesitate in addressing situations where guests do not respect those rules.

It’s important to communicate clearly and confidently through Airbnb messages when boundaries are crossed, while still maintaining a polite and professional approach.

This won’t be the last incident in your Airbnb hosting, so you’ll need to handle such situations patiently but firmly.

[PeeJay0]

Thank you ! We updated some and for new guests are being much more open. 

[Nikki646]

@PeeJay0 This sounds like a nightmare.  I can believe my luck that I have never had guest like these.  I wonder if making you values and expectations clearer in your listing would help? 

[Paula]

Hello @PeeJay0, I just wanted to check in and see if you’ve had a chance to read all the amazing suggestions from the hosts here.

Looking forward to hearing from you!

[PeeJay0]

@Paula Yes they are all amazing. The fact you have to login and then pin makes it more laborious to check messages. 

[Riley-and-Anthony0]

Hi @PeeJay0 ! I had this issue too with guests bringing dogs without adding them to the reservation. I ultimately gave the guest the benefit of the doubt... not everyone reads the house rules and they might not know that they have to claim their pets. I think that my guests just saw 'DogOK' in my title and thought it was okay to bring their dog. I have since then changed my title to include a dollar sign "Dog$". After they make the reservation, the first message that they receive says thanks for booking and "Please note!! We welcome dogs, but you must list them in your reservation to pay the pet fee. Any undisclosed pets will accrue an additional charge- please see the house rules." Since I have made this change, more people have claimed pets on their reservation. Hope this helps!

[Christine615]

@PeeJay0 First, you need a camera if you don't already have one. Then change your listing to say ANY guest not on the reservation will be charge $100/person/night. When they book, it's a contract so they would have to owe you.

In your reservation, you can confirm "2" guests were booked when sending the instructions. That cuts a lot of damage. Many people think renting an Airbnb means they can do whatever they want. I've had several issues and now I'm stricter. But the good news is 99% of my guests have been fabulous and respectful. Or asked if they could have friends over, so I would know. 

I do watch for those that book for one person then imply in their messsage there is a group coming. If they don't change the reservation I'm more specific and ask how many and adjust the booking accordingly (we charge for 2 people at $25/person for each night for extra people - no one has complained). Those that don't respond (rare) I call Airbnb to let them know why I'm cancelling.

But if people suddenly show up with extra people you MUST confront extra people the minute you see them. Usually it needs to be done at check-in. So put a camera on the outside by the front door (up high so it can't be tampered with) then reveal you have a camera in your listing.

On the people who left you with a mess. Photos, photos, and receipts. Send them to the guests and ask to be paid. If they don't respond, Air Cover should kick in in 3 days. But you do have to "report' the guests to get to the resolution center. And it helps if Airbnb can see you requesting damages. They will not pay for your efforts, only reimburse for those you paid to do the clean-up and receipts you have if something needs replacing.

I am very cautious about renting because my daughter also lives in the building. We make it clear the co-host lives in the other unit. People who message when booking to explain why they are visiting are always the best people. You can also change your listing to block anyone who does not already have positive reviews. That forces them to ask permission to book first.

Good luck!