Psychopathic guest

[Vanessa1511]

Hi guys,

I had a crazy guest book my room last minute. He made an instant booking at 2 pm, then turned up outside my house 30 minutes later without my knowledge, permission, or prior confirmation and disturbed my neighbours. 

He didn't read the listing description or house rules as I am not accepting male guests due to local laws and customs. His very booking violated my house rules.

I was outside the home at the time, and he started sending me a barrage of abusive messages to my phone that he was late for a business meeting or something. 

I contacted AirBnb Support and they canceled the reservation and refunded his money.

Today, I receive a 1-star rating including 1 star for cleanliness and value when he never even stayed at my property.  I'm supper annoyed by this. Is there anything I can do to have it removed?

[Colleen253]

@Vanessa1511 I would recommend you turn IB off so you can screen guests. Also set your minimum notice to at least 48 hours. Last minute booking are almost with out exception problematic. 

Given the circumstances that resulted in the review, you might try pressing to have it removed. No guarantee of success though. 

You say the guest turned up “without my knowledge, permission, or prior confirmation”. An Instant booking is instantly confirmed. The onus was on you to be aware that you had this booking, since your settings allow an IB with zero notice. 

[Vanessa1511]

Ok, the guest's behaviour was still bad and he had read my listing description and rules he should have never have booked. 

[Colleen253]

@Vanessa1511 Stands to reason that someone that disorganized and desperate for a place to stay will not have read any of your listing details or rules. Take control of your settings. 

[Vanessa1511]

ok thank you

[Helen3]

I can't see anywhere in your description or listing title where you clearly state it's female only. @Vanessa1511 

If you don't want to consider last minute bookings when change your setting so you need either 24 or 48 hour notice.

If you can't accept men (although I can see one of your other reviews was from a man so this seems at odds with what you say).  Then you need to make it clear up front in your listing - not just hidden away in your house rules which most people don't read.

[Vanessa1511]

Hi Helen,

It's not females only. I have accepted an American man and a Russian man before with no issues.

We live in Egypt though,  so due to the local laws and customs, I can't accept Egyptian men. I have stated in my house rules and listing description. 

I thought the guests were meant to read and agree to the house rules before booking? 

I will leave instant booking on for now but have added a pre-booking message.

I've adjusted the settings to add the 24 hours.

I still think the guest's behaviour was bizarre. He claimed he was late for an important business meeting. I mean if you know you have an important business meeting, you make arrangements for your accommodation and wifi, etc well in advance.

[Mark116]

@Vanessa1511   This is really on you.  If you have your settings such that someone can Instant Book your place for the same day, and then it happens, this is your fault.  Even if the guest should have read the listing, etc. if you had your settings where there is a 1 or 2 day notice, this would have at least prevented the guest from showing up right after booking.

It's unfortunate that the guest tanked your ratings, but you should really go over in detail what your settings allow.  You also seem confused about Instant Book.  There is no 'permission' or 'prior approval' with IB.  If the guest meets your IB criteria then they can book. You are allowed up to 3 cancellations per year with IB, but you sound like you don't understand the basics of how it works.

[Vanessa1511]

Thanks, I have adjusted my settings. Still think it's bizarre behaviour to just show up at someone's home immediately after booking. 

[Sarah977]

@Vanessa1511  Not for a lot of the types who book last minute, it isn't. 

[Sarah977 · Accepted solution]

@Vanessa1511  I would suggest you try to get that review removed, on the basis of irrelevancy. Although you were responsible for not understanding that someone can instant book and just show up, without any confirmation from you, I see that your stated check-in time is 3pm, so him showing up at 2:30, and then giving you a 1* rating and a review that makes it sound like you were remiss for not meeting him on time, makes his  written review irrelevant. Also irrelevant because your ad clearly states that you are not allowed to accept Egyptian men in your home-share, but he booked anyway.

Your now 3.67 rating is going to hurt you a lot. 

Also I would suggest you retake your photos to attract a better caliber of clientele. Your photos are out of focus and dull, and the beds look like someone just got up out of them, with all the wrinkled up sheets.  Nothing wrong with simple digs, but make the place look nice, so good guests book. Take a couple photos of the bedroom, from diffent angles.

Your wording re "should be clean and comfortable enough to get a good night's sleep" is odd. It's either clean and comfortable or it's not. Your wording makes it sound like you can't guarantee either.

[Vanessa1511]

Thanks, Sarah, for some good advice. 

I'm in the process of making the room nicer. I just bought some new bedspreads. Will keep working on it. 

[Linda108]

A guest acting weirdly or even dangerously is a part of being in a business that is open to the public.  Haven't you ever seen an odd person in a store?  All the host responses to your posting have a similar message and that is your professionalism is reflected in how you manage your listing, develop your listing and react to unexpected situations.  Not doing that has already resulted in a review that will continue to hurt your business unless you are able to get it removed.  Perhaps you will take the feedback these very knowledgeable hosts have given you and use it.  No need to feel bad or feel victimized.  We all make msitakes and learning from them will reduce the chance of being a victim.  Take care and good luck in the future.

[Vanessa1511]

Hi Linda, 

Thanks for your advice. I have updated some of my settings to ensure this doesn't happen again.

I'm still trying to work out how I can stop local men from booking as it is against the law in my country. I've put it in my rules and listing description and I've added a pre-booking message requirement on Instant book. 

[Colleen253]

@Vanessa1511 “I'm still trying to work out how I can stop local men from booking as it is against the law in my country.”

The best defense against this problem is to turn off IB. That way you only get Trip Requests, which allow you to communicate and ask questions of potential guests, to screen out those you can’t host. You can then either decline those that are unsuitable, or have them withdraw their Request.

“I've put it in my rules and listing description and I've added a pre-booking message requirement on Instant book.”

This only helps to a certain degree. If you continue to have issues, turn off IB.