Very discouraged about 'quality' of airbnb guests

[Mary1135]

I don't know, is it me?  Is it too much to think guests might understand that a host is opening her home to them, and therefore it's a special situation, a unique setting, a glimpse of a local's life?  I am not a Hampton Inn, and I don't have generic Ikea furniture.  When I plan trips, my husband and I actively seek out interesting, unusual places to stay.  Do people not understand what airbnb is supposed to be?

Last season I had a guest who tried to squeeze me for the cleaning fee -- but she was rude and she left the place a mess.  It's a lousy $25!

This week a guest who has no idea how the 'rate float' works hounded me to rebate the overage for the week they want to stay, which he says is a total of $100.  I finally told him that he should just cancel if that rate won't work for him.  Which he did.  Now he's sending me messages demanding I return his 'service fee'.  I politely explained that the host has no control over that -- that he will need to contact Airbnb.  Good grief!  He wouldn't do that if I were travelocity, or an airline, or a hotel chain, right?  I'm just one host with one apartment that I hope people will enjoy.

I had a group of ladies on 'girls' trip who broke an antique goblet (in my part of the house) and left me 5 bucks, I had people try to sneak in their dogs (multiple), I had people snooping around my workspace (my art studio), although it is clearly marked Private.  I've had people complain and whine that the apartment doesn't have this or that -- when all of the amenities are listed, and there are ample photos showing the space.  

I would say that my experiences with Airbnb guests are running 60::40, 60% seem to be good people, 40% not so much.  If the balance tips anymore, I will delist after this season and just rent the space year-round.

That rant over, how do you all deal with these situations?  I took off Instant Booking (although airbnb nags me about that) and I've listed on other sites.  I send messages and hope to engage guests in dialog.

I don't know.  I am pretty discouraged.

Thanks for any insights or commiseration.

Mary

[Ben551]

@Mary1135  I use Instant Book personally, but it's really a preference thing.  If you say no children or pets, they can't instant book if they include them on the booking.  If they don't have Government ID, profile photo, or good past reviews, they can't instant book.  So a bit like @Ann72  says, you can turn a bunch of options on to see how it goes.  You shoot up in Search results if you turn on Instant Book though, so I wouldn't turn it on until you have increased your prices.

[Emilia42]

@Mary1135  I love instant book. I don't want to get involved in back and forth conversations of questions and requests. I want a guest who scrolls through my pictures, likes what they see, and automatic books because they are confident they will like my space and never question the price. 

[Thomas-and-Damian0]

NO

[Gigi84]

I hear you! I have seen a steady decline of the quality of guests in the last couple of months. I’ve had guests who demand a luxury syite for the price of an inn and yes, amenities are clearly listed. I also had guests who left my unit dirty, paid for less guests then sneaked in additional 3 or 4 people (dince my units are self check-in), those who never even bothered to read or follow the house rules.

Yes, rates do affect it and yes, I’ve turned my instant booking off! It’s just not worth it! 

[Jenny371]

we are looking to put in an outside camera to make sure the number of guests match the amount of people booked in

[Ben551]

Hey @Jenny371 you can get the "Ring" doorbell at either Noel Leaming or **bleep** Smith.

The older model is cheapest at Noel Leaming:

https://www.noelleeming.co.nz/shop/computers-tablets/smart-home/cameras-detection/ring-88rg000fc100-...

The newer model is cheapest at **bleep** Smiths:

https://www.dicksmith.co.nz/dn/buy/ring-video-doorbell-2/?utm_source=google&utm_medium=product_listi...

PS:  Hahahahaha it won't let me say D1ck Smiths even though it's a well known shop in New Zealand...

[Jenny371]

We put our cleaning fee up as we have someone who cleans for us and we werent even covering our costs. We still get guests who dont treat the place very well and then complain about the smallest things. We will be upgrading our bathrooms come winter then we will see about putting the general prices up but I am feeling rather frustrated. Also right on the cusp of no longer being a superhost because of these types of guests.

[Maree25]

We have had some guests that aren't so appreciative of what we offer..and this I have discovered since starting up mid October..it is reflected in the 'private' note to us and how they rate us for things like value and location

We are not a hotel or motel..we offer so much more than either..but I am quite sure we rate better than most out there

We have done what Ben from Wellington has done and allow a day either side of our bookings..we are happier to have less bookings and to pace things more to our agenda..also to up our rate

Haha..and we have been fortunate..no back packers..but have noted those comments Ben

We also keep in the back of our mind to rent out instead..unfortunately landlords have even more stacked against them in NZ..talk about being caught between a rock and a hard place 

[Jessica-and-Henry0]

@Mary1135 

I agree with many other hosts that it's better to raise prices and earn the same amount for less work. We also block at least a day or two between bookings because Henry hates being rushed during turnovers. You have a lovely home and some really great reviews so don't sell yourself short 🙂

[Susan151]

@Mary1135 . I have mixed feelings when "everyone" states to raise your prices to get more respectful guests. I was able to raise my rates pretty quickly after going "live" 2 and half years ago. But, my new host boost meant that I was already booked for three or four months when those rates went up.

Those early, lower-priced guests were so interesting. Younger people from all over the world, full of optimism for their futures, and extremely thankful to have landed at my house. These were people that invited to dinner, had deep discussion about the slow food movement, and advised about how to build their careers.

Since then, the number of international visitors has dropped dramatically. As my prices have risen, fewer younger people choose to stay with me. If I could offer a "Young and Interesting" discount, I would! But that isn't possible, so I charge as much as I can and still get bookings. Sometimes this means I have boring folks who are just passing through, and sometimes, just sometimes, I get people who leave their mark behind.

[Sarah977]

@Susan151  I feel the same- I've always had a budget priced listing for my area, I only host one guest at a time, and I've only raised my price a couple of bucks since I started hosting to cover increasing utility costs. It helps that I have a fairly unique listing for the area, in the countryside, and I market towards the type of guests I want. All of my guests have been really lovely, interesting people, who understood the parameters of home-sharing, from 20-70 years old, and from many different places around the world. All have been respectful, all have been clean except one girl who left her room a fair disaster, but she didn't break anything, cleaned up after herself in the kitchen and was otherwise very sweet, just a slob.

2 guests missed their first booked day due to overbooked flights and when I offered to refund them, they both said, no way, that it wasn't my fault and that my place was great value. Several guests have arrived bearing "hostess gifts", some have insisted on paying me for gas when I offered to drive them somewhere, even though I was going that way anyway. Some took me out for dinner. Just because they are interested in budget accomodation doesn't mean they're cheap people.

So this business of "low prices bring low quality guests" is, in my experience, not true. There are many factors involved in the type of guests one gets.

[Maree25]

I am with Henry..I find it way too stressful if I have one leave in the morning and the next one coming in the afternoon..I take my time..stop for a coffee..have a look at FB..check emails..another coffee..sometimes it takes me all day..it's great!..lol

[Ben551]

@Maree25I completely agree.  Most of the time my wife is at work. I'm the "work from home" guy, so I get landed with the turnover.  I'm actually pretty good at it now 🙂  Wife says my hospital corners are almost as good as the barracks 🙂

[Mary1135]

Nice, Maree!  I've had it set that way (a preparation day before and after) since almost the beginning.  I goofed and had them set back to back and found myself running up and down with laundry while the new arrival was standing there...with her dog!

[Angelouh0]

This is very true. I have only been a host for 2 months and there are already multiple items broken in my property. I'm not sure if renting my space gives them the right to break things and leave it dirty. They act all sweet and kind in our conversations but gives lackluster reviews. My response rate is 100% and I always reply within minutes. There was a case when someone messaged past 12 midnight. Of course I was asleep. He included "Slow Responses" in his review. SERIOUSLY? Also, same as everyone, all amenities and inclusions are listed in my post. I get very frustrated  when they write "lack of this and that" in their reviews. Like, what were you expecting? If they want 5/5 amenities, they should have gone to a high class hotel, which I doubt they can afford or could match their filthy behavior. When we encounter genuinely nice guests, it's honestly very refreshing. But the ratio of nice to bad guests would probably be 1:4 so I guess we all need a lot of patience for this.