Post by trafalgar on Feb 5, 2016 13:58:38 GMT
I had a guest arrive slightly late for check-in this week. Not unusual, but the reason for lateness was.
They told me that when they received the confirmation of booking email from Airbnb, it had a button to click for 'Directions'. However, this didn't take them to the itinerary/ 'Host Directions' but to a map showing the wrong location a few streets away from my listing. They showed me the print-out (it wasn't of the itinerary), and it had my mobile number written sort of back to front, i.e. instead of +44 5566 777888, it read 777888 5566 +44.
I don't think they even looked at the itinerary where I tell guests everything they need to know, and my mobile number, email address, Airbnb's number, etc etc in the 'Host Directions' section.
Anyway, ever since I had one guest who didn't make a note of the address or my number (and who gave me 3-stars for check-in), I always confirm the address and my mobile number in a pre-arrival message the day before check-in, for idiot-proofness. Unfortunately, for some reason I didn't include my mobile number in the message this one time.
So they said they wandered around for ages before they figured out what my mobile number was (even though they'd messaged from the airport via the Airbnb app to say they were on their way /facepalm). I hadn't called them as they were only slightly late. They were grumpy when they arrived but I think I managed to save the situation...still, I expect I'll get marked down for check-in.
Lesson learnt (again) and from now on I'm going to ask guests to confirm they have received my message with the address/number (otherwise it's always *your* fault). Also I will be telling guests NOT to follow the directions link in the Airbnb confirmation of booking email.
They told me that when they received the confirmation of booking email from Airbnb, it had a button to click for 'Directions'. However, this didn't take them to the itinerary/ 'Host Directions' but to a map showing the wrong location a few streets away from my listing. They showed me the print-out (it wasn't of the itinerary), and it had my mobile number written sort of back to front, i.e. instead of +44 5566 777888, it read 777888 5566 +44.
I don't think they even looked at the itinerary where I tell guests everything they need to know, and my mobile number, email address, Airbnb's number, etc etc in the 'Host Directions' section.
Anyway, ever since I had one guest who didn't make a note of the address or my number (and who gave me 3-stars for check-in), I always confirm the address and my mobile number in a pre-arrival message the day before check-in, for idiot-proofness. Unfortunately, for some reason I didn't include my mobile number in the message this one time.
So they said they wandered around for ages before they figured out what my mobile number was (even though they'd messaged from the airport via the Airbnb app to say they were on their way /facepalm). I hadn't called them as they were only slightly late. They were grumpy when they arrived but I think I managed to save the situation...still, I expect I'll get marked down for check-in.
Lesson learnt (again) and from now on I'm going to ask guests to confirm they have received my message with the address/number (otherwise it's always *your* fault). Also I will be telling guests NOT to follow the directions link in the Airbnb confirmation of booking email.