Post by High Priestess on May 27, 2016 5:16:54 GMT
Jay shared on New Hosts Forum Dec 2014
www.airbnb.com/groups/content/content-100485
Are you serious? High maintenance guest complains.
Lady checks in yesterday with her family. She expresses concern about possible noise at night coming from the street and possible noise coming from the air conditioner if they turn it on. Apparently her son is preparing for school and needs to sleep in extreme quiet. Ummm 1st off, he's on vacation so school isn't in. 2nd (which should have probably been 1st) this is New York City. Did you really expect it to be completely quiet? 3rd on my listing I clearly explain that you can hear the sounds of the city from the first room and if you need quiet go the the smaller back room. Ummm , is it my fault your family has hierarchy issues ? Why the hell is your son sleeping in the master bedroom while you and your husband sleep in the living room? I explained that I provided ear plugs. This morning she had the nerve to text me and say "we slept even thought it was noisy". I can't stand that passive aggressive sh*t. Would I be wrong if I tell them to leave? I'd refund the rest of their stay but I don't think I can deal with another 5 nights of this.
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Nicole
Nicolea year ago
I have a very difficult time with passive aggressive types too! Maybe something like, I'm sorry you expected complete quiet in the heart of NYC. I try to be clear in my listing that there is some city noise. If the noise is an issue for you I'd be happy to refund the rest of you stay minus Airbus fees so you find another place that better suits your expectations.
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Ernie
Ernie a year ago
Ignore their complaints and laugh all the way to the bank.
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Andrew
Andrewa year ago
These people got exactly what was advertised; I actually think it would set a dangerous precedent for other hosts if you offered a refund. I also live in the middle of a big, noisy city, and I do NOT want guests to tell me "my last host gave me a refund because it was noisy outside, so you should too."
Rather, I'd suggest that you uphold your cancellation policy and allow them to use it for a partial refund of remaining days if they think they can somehow find a quiet two-bedroom space for the same price in the middle of @#$&%ing NYC. If you're feeling really nice, buy a pair of earplugs and wrap them in a cute little pink ribbon for the Golden Son.
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Nicole
Nicolea year ago
I respectfully disagree with you. I never want to force a guest who is unhappy with me to stay just because they can't get their money back. Especially for 5 nights. An unhappy guest can cause a lot of damage to your belongings and make you life hell. I would offer the refund if they want to leave. What I wouldn't do is discount anything if they choose to stay.
Andrew
Andrewa year ago
I think there are situations - even beyond the hosts' control - in which a full refund is the best course of action. Heating malfunctions, power outages, emergency home repairs, and other issues that cause the guest to have a different and less comfortable experience than the one advertised are all examples of these. However, in this case, the Moderate cancellation policy that the guest already agreed to seems like a fair compromise. If the guest is genuinely unhappy enough to terminate their stay, they can still receive a partial refund of remaining days - they are in no way "forced" to stay there. The host should not have to lose income purely because the guest had wildly unreasonable expectations. However, I can certainly see how in some cases it is safer and less hassle for the host to cut their losses by offering a refund and (hopefully) leaving the guest a review that will warn off future hosts.
Annette
Annettea year ago
Just ignore it.
Reply Like Delete
www.airbnb.com/groups/content/content-100485
Are you serious? High maintenance guest complains.
Lady checks in yesterday with her family. She expresses concern about possible noise at night coming from the street and possible noise coming from the air conditioner if they turn it on. Apparently her son is preparing for school and needs to sleep in extreme quiet. Ummm 1st off, he's on vacation so school isn't in. 2nd (which should have probably been 1st) this is New York City. Did you really expect it to be completely quiet? 3rd on my listing I clearly explain that you can hear the sounds of the city from the first room and if you need quiet go the the smaller back room. Ummm , is it my fault your family has hierarchy issues ? Why the hell is your son sleeping in the master bedroom while you and your husband sleep in the living room? I explained that I provided ear plugs. This morning she had the nerve to text me and say "we slept even thought it was noisy". I can't stand that passive aggressive sh*t. Would I be wrong if I tell them to leave? I'd refund the rest of their stay but I don't think I can deal with another 5 nights of this.
4 comments•1 like
Follow
Like
Liene
Delete
Hide
Nicole
Nicolea year ago
I have a very difficult time with passive aggressive types too! Maybe something like, I'm sorry you expected complete quiet in the heart of NYC. I try to be clear in my listing that there is some city noise. If the noise is an issue for you I'd be happy to refund the rest of you stay minus Airbus fees so you find another place that better suits your expectations.
Reply Like 2 likes Delete
Ernie
Ernie a year ago
Ignore their complaints and laugh all the way to the bank.
Reply Like 7 likes Delete
Andrew
Andrewa year ago
These people got exactly what was advertised; I actually think it would set a dangerous precedent for other hosts if you offered a refund. I also live in the middle of a big, noisy city, and I do NOT want guests to tell me "my last host gave me a refund because it was noisy outside, so you should too."
Rather, I'd suggest that you uphold your cancellation policy and allow them to use it for a partial refund of remaining days if they think they can somehow find a quiet two-bedroom space for the same price in the middle of @#$&%ing NYC. If you're feeling really nice, buy a pair of earplugs and wrap them in a cute little pink ribbon for the Golden Son.
Reply Like 2 replies•5 likes Delete
Nicole
Nicolea year ago
I respectfully disagree with you. I never want to force a guest who is unhappy with me to stay just because they can't get their money back. Especially for 5 nights. An unhappy guest can cause a lot of damage to your belongings and make you life hell. I would offer the refund if they want to leave. What I wouldn't do is discount anything if they choose to stay.
Andrew
Andrewa year ago
I think there are situations - even beyond the hosts' control - in which a full refund is the best course of action. Heating malfunctions, power outages, emergency home repairs, and other issues that cause the guest to have a different and less comfortable experience than the one advertised are all examples of these. However, in this case, the Moderate cancellation policy that the guest already agreed to seems like a fair compromise. If the guest is genuinely unhappy enough to terminate their stay, they can still receive a partial refund of remaining days - they are in no way "forced" to stay there. The host should not have to lose income purely because the guest had wildly unreasonable expectations. However, I can certainly see how in some cases it is safer and less hassle for the host to cut their losses by offering a refund and (hopefully) leaving the guest a review that will warn off future hosts.
Annette
Annettea year ago
Just ignore it.
Reply Like Delete