Unreasonable Guests

[Andrew3796]

Hi all,

I've been hosting a home for about 3-4 months, a home we bought specifically to use for Airbnb. We've had great guests thus far, positive reviews, some helpful feedback, etc. Our current guests (an elderly couple) booked 2 stays which cover the entire month of July (less 1 weekend that was already booked). The first stay was 11 days, the second stay 24ish days. They messaged me within the first day or so to say that the washer and dryer weren't working. I personally went to the home the same day and checked both; they were both perfectly functional (though they are older units so a little noisy). The guests were kind and appreciative when we chatted while I was checking the units. Since that day I checked the units, they've become, in my view, demanding. They've continued to complain that the washer doesn't work, they are complaining about bugs, threatened to cancel their booking, etc. Given that they are long-term guests I offered to purchase a new washer and send my bug guy out the next day. The guests accepted and I sent my bug guy the next day (only outside, the guests claimed a deathly allergy to bug-spray chemicals and didn't want them in the home). I was making plans to bring a new washer when the guests cancelled the 2nd (longer portion) of their stay. This morning, they text me (they have been texting instead of through the app) asking when the new washer will arrive. I informed them that since they've cancelled their extended stay, I've decided not to replace the washer since no one else has had issue and it was working when I came to check it. I also sent them $25 to cover any laundromat fees. The guests responded, "Don't bother!!!". Clearly, they are upset but I'm not sure what more I could do (short of buy a washer which I no longer this is necessary given that they cancelled the extended portion of their stay). Any suggestions on what I've done wrong or can improve on or is this a case of a difficult guest and I need to just accept that not every guest will be great? Thanks!

[Mike-And-Jane0]

@Andrew3796 I guess you can't please all the people all the time. The only thing I would do would be to change my cancellation policy so guests are locked in when they book!

[Alex]

Hello @Andrew3796, 

Thanks so much for sharing your experience. It sounds like you did everything you could in a tricky situation like this.  I’m going to tag a few experienced hosts who might have some great advice to share: @Zheng49,@Nandini11, @MaryJane8, @Andrea8411, @Carrie643,@Rosanna51 and @Peter4379. 
 
Best, 
Alex

[Nandini11]

Hi @Andrew3796,

It sounds like you’ve handled things thoughtfully and with care.

I really appreciate that you offered to replace the washer (even though it was working and not your fault) just to avoid inconvenience for your guests. That speaks volumes about your commitment to hospitality.

It seems like you’ve done what you could within reason.

Some guests can be more demanding, and unfortunately, not every stay will be perfect despite your best efforts.

In this case, I wouldn’t say you did anything wrong—just a matter of managing expectations and knowing when it’s okay to hold your boundaries.

You're doing great—keep going!

Nandini

[Marie8425]

@Andrew3796 

This is just facts not meant derogatory.

1,.  The Host (for what ever reason) makes a statement that washer will be replaced with no Guest approval that the Guest is required to do anything.

2.  The Host states to the Guest that they are no longer performing as stated, because the Guest did not perform in the fashion that the Guest wasn't informed to agree to.

3. Offering money to reimburse for the laundromat.  Gives the impression that a failure resulted in the Guest having an expense they shouldn't have incurred.

They are probably a pain.  Honestly your probably lucky that they did cancel.  The fact that they were irritating but you have to bite your tongue, I know hard.