Nightmare guest...hasnt even check in yet.

[Jade359]

Hi im just looking for a bit of support really. We have a guest booked for 4 weeks, first long term. Booked due to having a extension, with her 2 daughters. From day 1 she's has questions which is fine...laundry, WiFi etc. And weve answered, it does say on the description but weve been happy to help and find solutions. Now she's asked is we can put another fridge in. Its a static caravan, weve explained that not only do we not have an extra fridge but there's no where for it to go. Next it was the washing machine...again. She hasn't even arrived and its constnt messages. The straw thats broke the camels back...she asked to pop over ad have a look. We explned that there's currently a guest but our cleaner has offered to take a video of the space. Next message she's on the caravan site looking for it! Stating its okay because she wouldn't just let her self in. 

I cant explan how hard this is already and she isn't even there yet. I'm not sure what she expected from a static caravan on a holiday park. She hasn't even seen the smaller wardrobes yet or the beds. We try to male sure our description is correct ad detailed, there are photos of every part of the caravan. I'm not sure what else I can do? 

[Helen3]

She does sounds like a nightmare guest.

When guests ask lots of questions already covered in the listing. I ask them to read through the listing and my visitor guidebook and then come back if they have any queries related to the listing not covered by my listing description and visitor guide.

I direct them to the tourist board for tourist related information.

When is she due to check in? @Jade359  If it's not imminent I would say you are not sure the caravan is a good fit for her as she is asking for major amenities such as a washing machine and additional fridge which are not advertised as part of the listing. Offer her a penalty free cancellation so she can find something that better suits her needs.

If she is on the caravan park without permission I would make it clear that she shouldn't be on site until her check in time and you will send her instructions for checking in nearer the time.

[Gwen386]

@Jade359 Please take @Helen3  advice!

And let me say now, if it were me, I would cancel this guest and take the cancellation penalty if need be. It’s obvious she’s not a happy person and no matter what you do will not appease her. Call airbnb and let them know she has already broken a rule by being on the caravan site looking for it. I would tell airbnb I fear this is possibly a stalker and as Helen said, not a good fit. 

[Jade359]

Thank you so much for your reply. These are my thoughts exactly and I've messaged saying something similar. Shes due to check in Tuesday, im still expecting her to leave early and try to claim the money back from Airbnb but I have my fingers crossed it won't be as stressful as it has been so far. I've never had a problem guest so its been hard trying to deal with it and hope that I've been fair and polite. 

Thanks again for your reply its really helped 

[Mike-And-Jane0]

@Jade359 It'll be fine - Chill

[Emiel1]

@Jade359 

Just relax and keep on a professional (business like) attitude. Will be fine.

[Huma0]

@Emiel1 @Mike-And-Jane0 

Well, maybe it will be fine and I certainly hope so but, apart from anything else, a guest who has already been told that it's not possible to view the listing prior to the stay turning up on site is problematic in my eyes. It shows a complete lack of respect and lack of boundaries and a high level of entitlement.

I am of a similar mindset to @Gwen386 and @Helen3 and would simply not want to host this guest because, seeing how many issues have arisen before she has even arrived, who knows what nightmares lie ahead? Guests who keep asking for amenities that are not listed are likely to be problematic/leave a bad review and ratings because they don't get what they want, despite the fact that it was neither advertised nor paid for.

Bear in mind this is a LONG TERM booking. If she was only coming for two nights, I would probably be of the same opinion as you, but @Jade359 is stuck with this guest for a month...

[Emiel1]

@Huma0 

I do not agree this time.

I would host this guest. It is my "sixth sense" , which i rely on.

[Huma0]

@Emiel1 

Well, we must always trust that sixth sense, and I guess neither you nor I can know really as only @Jade359 has had the contact/correspondence with this guest in order to access the relevant sixth sense! 

From what I understood from the OP, this guest's behaviour is making the host feel extremely uncomfortable already and she hasn't even checked in yet, plus she will be staying for a month.

I've hosted a lot of long term stays, and I can say that in the vast majority of cases, when I had a feeling of dread/noticed red flags, it turned out that it was justified at least 9 out of 10 times. The times I chose to ignore the sixth sense, I definitely regretted it!

[Gillian166]

@Jade359  I had a guest who asked me a million questions before she arrived, and I was so concerned, but they turned out to be the best guests ever. Sometimes some people are just excited about the trip and overthinking it. 

[Huma0]

@Gillian166 

I had a similar experience. It was a first time user and she asked so many questions (most of which were already answered on the listing, which she said she had read) that I thought the guest was going to be a nightmare. She actually turned out to be lovely, really low maintenance and we have stayed in touch. I would be delighted to host her again.

I think though it depends on the questions. Questions asking for extra amenities not advertised and basically unfeasible (which a sensible person might realise) is a bit more problematic. 

A lot of us hosts (including me) are often telling others to carefully vet guests and look out for red flags. What part of showing up on site to try to view the caravan after being told other guests are staying and that it is not possible is not a red flag? I would be extremely wary of any guest who showed up at my house after being told not to and that there are other people staying there. Would you do that?

[Sudsrung0]

@Jade359 

It's difficult to say which way this could turn out