Lately, I have had some tough experiences with guests therefore I have set new parameters of who qualifies to instant book. Instant book means anyone at anytime can book the room, if it’s available, without communicating with me first. The new parameters include; if you are new to Airbnb and do not have any reviews, you have to inquire first about being able to stay or if you have negative reviews on your profile, you also have to ask first if you can stay. I take the time now to review those guests with greater scrutiny and I actually look at the reviews that have been left by previous hosts. I will no longer be accepting guests that have established a pattern of less than ideal behavior. It is not worth the time or stress.
You can imagine my delight when a reservation came in from a Superhost.
Even though it was only for one night, I was looking forward to having a rock star guest that would know how it goes therefore he would do all the right things to make it a great stay.
My hopes and dreams could not have been farther from the reality that was to come with his stay.
His communication was terrible from the beginning. He didn’t answer the questions asked upon booking. He didn’t answer the question asked specifically in the message I sent. I had to repeat the question until I got the answer. Eventually he said he would arrive at the official check in time of 3:00p.m.
Instead, he showed up at my doorstep an hour early because he needed to charge his phone.
This could have been done easily at a coffee shop. I never got any communication that he would be early or that he was on his way. Just. Boom. On the doorstep. While he is on the doorstep, I get another message that there is no key in the lockbox ( You better believe there is no key available before check in time!) This is by design. It is in response to people who don’t read, people who aren’t aware of the details, people who are willing to break the rules Airbnb: These are my House Rules. Do you think they are reasonable?, people whose actions don’t match their words. I have hosted over 350 people, patterns have emerged. People require managing at all times. If there was a key, was he just going to go in? What makes him think this is okay in any way?! He was already putting me in a position by just showing up.
He was lucky I was home preparing the room. I still had a bathroom to clean when he started knocking on the door. If the other guests weren’t home, I would have ignored him to teach him a lesson but I didn’t want there to be drama. I just kept thinking that Lack of planning on your part does not constitute an emergency on mine.
As I opened the door, he introduced himself and asked if he needed to remove his shoes. Another Big Red Flag- I have every guest confirm they have read the house rules. It clearly states in the rules that there are no shoes in the house. There is even a reminder sign on the front door and a $20 penalty fee attached to breaking this rule.
Clearly he isn’t paying attention nor is he familiar with the details. This is not starting off well…..
I invited him in, gave him the tour and the house key, as well as let him officially check in early.
He acknowledged that he often changes plans without communicating and it frustrates his wife. After a conversation, he seemed to be more aware of the error of his ways. I can only hope that he will be motivated to change his behavior in the future.
When guests only stay for a night, it forces me to ask early on what their check out plan for the morning is. Airbnb: Respect the Check Out Time! This feels slightly awkward for me. It seems like I am saying, Hi- nice to meet you, here’s the room, here’s the bathroom and what time will you be leaving? I am sure it will get easier the more I do it. I’ve just been at it for years and it still makes me feel awkward.
He didn’t know his plan (of course). So I requested to be informed before I went to bed. That sounded vague. It is important to be specific when communicating. In conversation, ambiguity leads to interpretation which will lead to not getting what you were hoping for. I corrected my request to include a 9:00p.m. deadline. After a pause, he mentioned his flight was earlier in the morning so he would be checking out around 7:00a.m. or 8:00a.m.
I went to bed planning for that. I woke up to a message that said his flight was at 5:00a.m. so he would be leaving at 3:30a.m. and since I was awake by 5:00a.m., I decided to get a head start preparing the room for the next guest. This would allow me to get to work on the earlier side of the day. Imagine my surprise when I went into the room to clean it around 5:05a.m. and he was still in the bed.
He missed his flight. “Sorry for messing up your day ” he says. At this point, I am just ready for him to go. He mentions he would be leaving around 8:00a.m. and he did.
It is a sad day when a Superhost isn’t capable of being the best guest. If there was anyone to empathize with the host’s position. Airbnb: The Hosts feeling matter too. I find Hypocrisy a very unattractive quality to deal with. Get it together people.