Unapproved early check in

[Kendra148]

We had a guest check in an hour and a half, early which created an issue as the pre-guest arrival check (part of our standard procedure with every check in) was not able to be completed (unless  confronting the guest about the violation).

I did report the violation immediately as I try to avoid confrontation with guests when possible while they are at the property and especially when they first arrive, but always document. I am now wondering if this was actually best practice or if there is a better way to protect myself from a bad review as a host in these situations? If cleanliness was an issue for the guests in the review, is it still possible to remove the review if the home was not ready when they arrived as reported to Airbnb support? I believe this particular review will be able to be removed based on it being retaliatory in another section of the review and also based on the response from reimbursement request I sent after check out) , but my question is this: If all else fails, is this something that is considered “out of the host’s control” and not a valid reason for  or for review removal? Or could review removal be based on irrelevance of the claim since the issue of cleanliness would have been caused by the guest’s violation of house rules regarding check in time. 

This is my first post to the community and I hopeI have used the platform correctly. Thank you all and anyone for helping me understand how to handle this tough situation moving forward! 

[Joan2709]

@Kendra148 

No worries and welcome to the community!

Sorry this happened, but many Hosts have dealt with it. How were you able to know the guest checked in early? Smart lock? Cameras?

How did you report the violation? To Airbnb? 

Prevention

Looks like you have smart locks on both properties. You should be able to prevent early check-ins by programming the lock to not allow entry with the guest code until your check-in time? Do your locks not have that capability? We also remind guests in their check-in message of the check-in time and that their door code will not work until that time. 

Lately, Airbnb has made review removal very difficult if not impossible and yes, it's possible if you weren't able to complete your inspection prior to the guest checking in early, and cleanliness issues were claimed by the guest, it could be mentioned in a review in a negative way. 

[Helen3]

The guest could only have checked in early if you allowed them to @Kendra148 

The best way to prevent this is for you to set your locks so guests can only check in at your earliest check in time. 

[Shelley159]

Hi @Joan2709 @Helen3 

I don't know specifically what happened in this case with @Kendra148, but guests sometimes arrive while you're preparing the listing (I've had this happen up to 3 hours before check-in time) and simply physically walk in, or shout "hello" from the street until you acknowledge them. No type of lock can help you in this situation, and it can be very difficult for a host as you're faced with the guest in person and under a great deal of pressure to be polite and let them check in!

What's worked for me to control this problem (at least most of the time ...), is that I don't put any arrival instructions in my listing. I send a personal message two days before check-in and ask roughly what time they think they'll arrive. Guests who planned to take a chance with early check-in, will then usually hint that they were hoping to "drop their bags early". At least this opens the conversation about check-in time so one can manage expectations.

From time to time I get no response to my question, and I don't send arrival details until they respond. Most start worrying about how they'll get in and respond by the morning of check-in day. If change-over time arrives and I've still heard nothing back, I'm at least aware that this is a guest with a high risk of early arrival (as the guest may simply drive to the location provided by Airbnb and hope to push their way in while we're preparing). All we can do in such a case, is try to be quick and be aware that they may arrive at any moment. So the method is not a miracle cure for blocking early arrival, but it's at least helped me to eliminate the majority of early check-in problems. I sympathise with @Kendra148 , as it's hard to accept that the same guests who don't respect check-in times and also don't communicate their arrival time, may mark you down in the review.

If one hosts in an area where there are luggage-drop facilities, you could also add a standard message about this (which I imagine would help a great deal as well - unfortunately I have no such facility near me, so I don't have that option).

[Joan2709]

@Shelley159 

I see the scenario..

Each Host will have to decide how they will handle it for sure, as each situation is different. Definitely a tough situation.

The only thing I can suggest is to mention that early check-in is not available in your check-in messages, as the cleaners need sufficient time to prepare the property and be thoroughly cleaned and prepared for your arrival. If they still show up early, I would say so sorry, but we did advise check-in is at XX:XX and we are still cleaning and no matter how they protest it's fine, I would still politely say we wouldn't feel comfortable allowing them to check in early when the listing isn't ready. Then have a Quick Reply ready that provides a number of activities or restaurants they can enjoy while waiting. We also mention the nearest grocery stores and gas stations, as they might want to fill up prior to checking in and/or grab some groceries.

I have seen too many situations where the guests said they don't mind you are still cleaning, then leave a negative review regarding cleanliness. 🙄

[Joan2709]

Another issue...

If guests leave luggage inside, then they can also claim items were stolen. Additionally, a cleaner might not feel safe if guests are inside while they are finishing cleaning.

Both reasons to not allow early checkin, or luggage dropoff. 

[Helen3]

Personally I've never had this issue in nine years of hosting . 

I agree a check in time with all guest when the book and confirm this a couple of days before their arrival.

I make it very clear that early check is only available if requested in advance and subject to our cleaners schedule.

i have a keypad only accessible during agreed check in times . 

how are guests able to simply walk into your properties three hours ahead of your check in time? 

I don't feel under pressure to allow early check ins . The most I have ever done is to take bags at the door if they don't have an car and point them in the direction of our local high street for food. 

this has happened three times in nine years , 

[Shelley159]

I absolutely agree about how undesirable and risky both unarranged early check-in and early luggage drop are @Joan2709 @Helen3

 I've also tried to think many times whether there's something Airbnb could do to help more, but I'm not sure what exactly. The check-in time is already clear.

Communicating directly with each guest seems to work best (at least most of the time).

In the rating system, guests can select "flexible check-in" as a compliment in the check-in rating section, but fortunately they're not prompted to mark us down if check-in isn't flexible.

For a host it's much more important to focus on cleaning and preparation, rather than rush to try to finish early!

When someone buys a loaf of bread, they're highly unlikely to ask for an additional free slice of the same bread (let alone just grab it!). Our guests buy a night's stay from check-in time to check-out time, but I guess because time isn't as tangible as bread, they sometimes try to grab an extra free slice 😃