Hi, How are you? 1. How do you feel if a guest leaves a neg...
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Hi, How are you? 1. How do you feel if a guest leaves a negative review and never contacts you during the stay? But you only...
Latest reply
Hi community. We have just received our guest, she has booked for 30 nights. We live in an upper class neighborhood with amazing view over the fjord and close and wonderful neighbors. We priced our guest house a little low to quickly get som good reviews in.
This girl, who checked in 24hrs too early, has not been the best to communicate with prior to arrival. Her profile picture is blurry and I was hoping to myself she was simply just dumb. Now that she’s here I’m pretty sure she is a drug addict. She looks terrible, does not pay attention at all when we tell her about the house rules and the area and is just not the kind of person I want in my house or near my two little daughters. Also her profile picture is nothing like what she really looks like. I tried contacting Airbnb, but they say they can’t find something wrong. What can I do? Stay scared to be in my own home for the next month?
Why did you allow the guest to check in 24 hours early. @Charlotte-and-Sturle0
It is always best to vet guests before you accept a booking particularly when you have young children. What did you ask the guest about themselves and plans for their stay before confirming she could stay with you? Did you check her profile and any previous reviews.
You can't cancel someone's booking just because you don't like the look of them. If she breaks your house rules then give her a warning and then if she does it again you may have grounds for cancellation.
@Helen3 I had a few times the guest came in 24 hours early since they misbooked or messed up with the booking or whatever. It's not uncommon though.
I've never had that in nearly five years of hosting, but then I always check with a guest in advance of their stay to get an estimate around their arrival time @Nanxing0
What do you do if you already have another guest staying at the property?
@Helen3 Not too much I can do honestly. It's not our fault at the end of the day. The only thing I can do is to try to help the upcoming guest to find anothing place to spend for the night but usually it's difficult as well.
I have done several things to prevent this from happening but it still happens although pretty rare. First I state in the welcome message that the check in instructions and passcode will be delivered ONE DAY before arrival and I usually don't send it out until about 3-4pm on the prior day of arrival, instead of the 2-3 days ahead suggested by Airbnb. This has lead to complaints from some guests saying I deliver the passcode too late but I'm not changing this due to those possibilities. And when I deliver the passcode, I emphasize in the first line that the passcode is for the check in tomorrow. If the guest reads the message to get the passcode then he/she should notice this word. If the guest misses all these, I have nothing to say, but there are guests like this though.
Basically, if you are hosting like 1000 guests a year, you will have some guests like this.
Did you mention to Airbnb that the guest seems like a drug user? Airbnb has clear drug policy that if the guest is indeed a drug user and you have concrete evidence to show that, you have all the right to cancel the reservation and get the guest out of your house. However in that way you will lose the income. It's your decision.
@Nanxing0 What is the "clear drug policy" you refer to? I can't find any mention of drugs in the Terms of Service. Can you provide a citation for this?
@Anonymous This is where I read it but I'm surprised it's not in the ToS.
https://learnbnb.com/cannabis-marijuana-airbnb/
From one of our readers, they received this message from Airbnb: “Due to the changing laws in regards its usage, Airbnb has no policy against the use and or consumption of marijuana. However, any other drug is and will continue to be banned from any Airbnb listing.
@Nanxing0 Something that a reader of a blog quotes from one customer-service operator is not what I would call a "clear policy." It would be correct to say that illegal drugs are not permitted, but only because, by default, local laws always take precedence over Airbnb policies.
Still, the majority of addictive and behavior-altering substances that people consume (e.g. alcohol, prescription drugs) are not illegal. Hosts are entitled to their own rules about what people can consume on their property - of course you know this as a host with a no-smoking policy - but the statement you quoted does not touch upon guests being under the influence of something they consumed outside of the property.
My advice to any host who suspects their guest to be a problematic drug user is to focus specifically on the behavior, and not on their suspicions about the cause of their behavior. If a guest is acting in a way that endangers the household or makes you feel unsafe, it doesn't particularly matter whether it's a legal substance, illegal substance, or mood disorder that caused them to act that way; the actual behavior is the thing you have to deal with.
@Charlotte-and-Sturle0 I can't gather from your description what it is about this guest that caused you to feel that she is any more of a danger to your family than any other stranger from the internet that you might have allowed to stay in your home for a month. Even if all of your guests are attractive and affluent, there are a lot of risks involved in this. If there's been an incident that gives you cause for concern, your first step is going to be communicating this to your guest, and making sure there is correspondence in the Airbnb messenger giving you a record of that dialogue. If you're unable to reach a resolution that leaves you feeling safe, you can terminate the booking. Airbnb can not force you to host against your will; they may penalize you if you can't provide a satisfactory reason, but as a parent I'm sure you prioritize your children's well being over your Airbnb listing.
Try to think of it the other way around: if you had a guest that was uncomfortable with you or your household, what would you want them to do? Call Airbnb behind your back and accuse you of being a drug addict, or communicate their concerns to you like an adult?
Your guest may be unattractive, unkempt, and inattentive, but these qualities won't rub off onto your kids. What will rub off onto them is the way you treat the people who come into your household, and the attitude you take to those who don't appear to fit in to your "upper class neighborhood." Calling them "super sketchy" because you don't like the look of them might not be the ideal message there.