Why We Should Never Accept Cash Bookings—and How Kindness Can Transform Challenges Into Opportunities

[Sarah5000]

Dear Fellow Hosts,

Time flys fast!!! A half of the first month of the year has gone.

I want to share how my holiday went in 2024.....

Hosting is more than just managing properties; it’s about trust, kindness, and turning unexpected situations into meaningful lessons. Today, I want to share a personal experience that began with frustration but ended with growth, gratitude, and a renewed commitment to the values that make hosting special   .

A Memorable Holiday Lesson

On December 30, 2024, I welcomed interstate guests who fell in love with the property they had booked. They expressed a desire to extend their stay, but the property was already fully booked. Wanting to help, I offered them another property I manage that had a one-night gap. They happily accepted, and I felt a sense of fulfillment knowing I had accommodated their needs.

On 2nd January, 2025, the guests checked out of the first property early, and I met them at 9:30 a.m. to check them into the second property.

The transition seemed seamless—until later that morning, when my cleaner discovered two issues:

• A cracked mirror on the sliding door of a bedroom   .

• Pet fur on the sofa and carpet, even though no pets were disclosed in the booking.

When I called the guests, they admitted that a friend had visited with a dog for a short time and likely caused the damage while packing. As a pet lover myself, I empathised and decided to handle the situation with grace.

AirCover could handle the damage to the first property, and I chose to move forward with trust.

The Turning Point

However, on 3rd January, 2025, as I conducted a final check on the second property, I discovered further damage—a scratched door and a ruined carpet   .

My heart sank 

 . This was the first time in my 10 years of hosting that something like this had happened. Overwhelmed, I called the guest, expressing my disappointment through tears. They assured me they would cover the damages, and I held onto that promise.

Although I had no AirCover protection for the second property due to the cash booking, I reached out to the host community for advice and began arranging repairs.   Thankfully, I found affordable solutions, restored the space, and, to my relief, the guests honored their word and compensated me.

Reflections and Gratitude

Looking back, I found many reasons to feel thankful 

• AirCover provided swift support for the first property, ensuring a smooth claims process.

• The guests took responsibility and paid for the damages to the second property.

• The host community offered guidance and encouragement during a challenging time.

• This experience reinforced the power of kindness and understanding, even in the face of adversity.

Choosing Kindness Over Judgment

In the aftermath, I reflected deeply. It would have been easy to leave a harsh review or report the rule violations. Instead, I chose a different path:

• I gave the guests a 5-star overall review but rated 4 stars in the House Rules category to address the unapproved pet and damages constructively.

• I included a private message to educate them on the importance of following house rules.

• I refrained from punitive action, believing this experience could be a learning moment for them as young travelers.

Lessons Learned

• Never Accept Cash Bookings: Platforms like Airbnb exist to protect both hosts and guests with clear policies and support systems.

• Document Everything: Photos, receipts, and timely claims make managing issues smoother.

• Lean on the Community: Fellow hosts are an invaluable resource for advice and emotional support.

• Lead with Kindness: It’s not always easy, but understanding and compassion can turn conflicts into opportunities for connection.

• Fair and Honest Feedback: Constructive reviews help guests learn while maintaining integrity for the hosting community.

• Stay Solution-Oriented: Challenges are inevitable, but a calm, proactive mindset leads to better outcomes.

• Every Experience is a Lesson: Hosting is about connecting with people, learning from each encounter, and growing as individuals.

A New Perspective for 2025

Hosting isn’t just a business—it’s a journey of resilience, empathy, and continuous learning. Challenges like these remind us why we do what we do: to create memorable experiences, build trust, and foster connections.

To my fellow hosts: let’s keep sharing our stories, learning from each other, and approaching each day with kindness and gratitude 

 .

Together, we can make 2025 a year of growth and success.

PS: Felicity Stevens visited Donna Leigh Holden and me while she traveled to Adelaide.

[Sarah5000]

Yes, this was a tough experience, but I learned a lot—not just about kindness, but also about maintaining a reputable and responsible business.