Post by High Priestess on May 27, 2016 15:56:57 GMT
Lisa shared on Anecdotes Jan 2015
www.airbnb.com/groups/content/content-100968
Booking as a guest
We had booked a room with an Airbab member who advertised there booking in time as flexible. We arrived at 3pm after telling them this to be told they would not be home until 7pm. They said we should of let them know at time of booking. We were not able to plan ahead our arrival time exactly. We had to find somewhere else rathef than be out in the cold as we are disabled should we get a refund? I bend over backwards for my guests. Want to avoid leaving negative feedback
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Leanne
Leannea year ago
As a host you have to make check in any time that's suits the guest not the host 7 pm is to late and I would be finding somewhere else for the night as well. We try to be more helpful to the guests. There are the ones paying The hosts should have made arrangements for you it's not hard
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Salvia
Salviaa year ago
Aargh! To find yourself in front of locked doors is HORRIBLE - especially when travelling and in a foreign country! Follow Check-in time is highly important for guests and hosts and BOTH parties should do their utmost (!) to ensure this. Was there any other information / specification given on the listing description or in the communication with your host regarding check-in time apart from the "flexible" indication? Did you agree MUTUALLY on a certain time window? If so and if that is not respected by the host I would ask for certain amount of refund for this awful 4-hour-inconvenience.
I offer flexible Check-in as well but that does not mean that people can come whenever they want because I don't allow Self check-in and I am working and need to get organized to welcome them. To avoid that guests take the "flexible" indication as a 24/7 opportunity to check-in I made it imperative to AGREE with me on a "flexible" check-in time. This is stated in my listing and I state and confirm arrival time (window) repeatedly via platform communication and SMS.
Reply Like 2 likes
Salvia
Salviaa year ago
@leanne: a lot of hosts can not provide the "any time" option which is one of the big differences to a hotel.... Forums are full of reports of problems with that. Therefore clear communication and keeping in touch with host / guest before (and while arriving!) is really important when Self-check in is not offered as a standard.
Reply Like 2 likes
Leanne
Leannea year ago
Yes communication is so important and no host should expect a guest wait till 7 pm before they can get in Its up to the host to inform them about check in and be flexible. Perhaps I'm to flexible if we are not available to great my guests due to work or I'm away I contact the guests telling them where they can find a key and make them selfs at home It would be different if I was letting out just a room in my house not my holiday unit
Reply Like 5 replies
Christina
Christinaa year ago
I think the main point here is did the guest tell the host an approximate time, or at least that they anticipated checking in before 7 p.m. There would have to be some discussion for the host to be partly accountable. I work so my check-in time is 6 p.m., yet I can be felxible. If a guest tells me that they will be earlier, I will leave the key and tell them where it is. For example, I have guests arriving today (they just landed), but my other guests have not checked out yet (this is a 6 a.m. arrival). I had my daughters let them into the main house to leave their luggage and give them keys and told them that they could come back in the afternoon. Being flexible does not mean that the guest can show up whenever without any prior discussion. I can't really give advice on this particular situation because I don't know all the details, specifically what was discussed between the host and guest.
Rick
Ricka year ago
I agree with Christina! One of the first things I ask my guests is an "estimated arrival time" AND I provide my phone number so they can call or text when they get close...I only provide lock box information if they are arriving at some weird late time---otherwise I like to meet them in person & welcome them into the space...If they do NOT advise me...well, tough luck...Please don't call & say "we are waiting outside" on the day of arrival! If you didn't let me know or didn't call, I'm possibly out at the store, shopping, or in the middle of something else & you will have to wait! We all have lives & they don't revolve around the guests timetables (unless, of course, we have agreed upon a specific time!)....I got tired of being used by inconsiderate guests! no more!
Nicole
Nicolea year ago
I believe it is the hosts responsibility not the guests to confirm a check in time, especially if the hosts list flexible check in and then are not flexible on the day of arrival. 7pm is a really late check in. I always ask my guests for an ETA prior to their arrival.
Christina
Christinaa year ago
I believe it is the responsibility of both the host and the guest because we are not hotels and unless you have a keyless entry, the host cannot possibly be there 24/7. There is nothing that says flexible in my listing. I have a time of 6 p.m. and ask guests when they book when they plan to arrive so I can make sure they can get in if their time does not work for me. A guest has to give some time frame, and should update the host as the date gets closer. That's also why I ask for flight information to check delays. For guests who drive, I know delays happen, but a good guest should send updates. Last night's guests expected to arrive at 6 p.m., but didn't until 8 p.m. They did update me, and I appreciated it. For some hosts, like me, we are sharing our homes, not running a hotel with a 24/7 front desk and courtesy and communication is the responsibility of both parties. Liek I said, I don't know what happened between this guest and host, but if the guest was aware of the 7 p.m. check-in, there should have been discussion about an approximate ETA and the option of leaving a key or getting another person to greet them.
Leanne
Leannea year ago
I guess location is a big issue here to I'm in a very safe location with everyone helping each other. My unit is on the same property as we live and we always make contact with the guests if we are not there to meet them personally We make sure they can get in when they want to after 2pm. With the ferry (coming to Tasmania) some guests don't arrive until 9pm but all guests inform us about late arrivals if a guest arrives earlier than 2 we will ring as soon as the cleaning is done or they are welcomed anytime earlier if we had no one the night before. We do try to be flexible
Gordon
Gordona year ago
I recently took a trip to NYC. The host wasn't in (at the arranged time) and I was left for over an hour (on my birthday) in the rain. I ended up checking in to a hotel.
I wasn't happy.
Reply Like 1 reply
Christina
Christinaa year ago
That's not cool since you pre-arranged the time. Was there some unforeseen problem that caused the delay?
Nic and Rach
Nic and Racha year ago
That's a tough one, you should have called Airbnb about your situation that you were at the property of the host and that host is not available to let me in or check you in until 7pm and you wanted to get a full refund and would prefer to stay in a place where it is convenient to check in - which I think 3pm is reasonable enough and I hope that Airbnb will be on your side on this one about the refund. And I also believe it is a lack of communication for both sides but I think you have the edge to get a refund just because you were there at the specific check in time 2-3PM check in and you are the guest at this point. Let us know the outcome. Take care and you still have to enjoy your vacation and do't let it spoit you.
Reply Like 2 replies
Christina
Christinaa year ago
3 p.m. is reasonable for some hosts but not all. Most huh osteoporosis have a checkout at 11 a.m. nut mine is not til 3 p.m. so my guests get that luxury. If I have no other guests arriving that day, I will even let them stay later. I will let guests check in before 6 p.m. IF it is arranged before because I have to make arrangements to do this since I am at work until 4 p.m. there is no ideal check in and check out times for all hosts. What seems to be missing here is COMMUNICATION!
Christina
Christinaa year ago
*Most hosts (not huh osteoporosis). Darn predictive text!
Rebecca
Rebeccaa year ago
I'm with Christina and Rick on this one. I think if a guest doesn't inform the host of their approximate arrival time then it's hardly fair to expect the host to just sit in and wait all day/evening/night for whenever the guest decides they'd like to turn up. We are not hotels! On the other hand it's tough to be left out in the cold for so long.
I do feel like there's some information missing here though, Lisa, to be honest. You say that you 'were not able to plan ahead our arrival time exactly'. Did you tell the hosts this? Did they ask you for an approximate time? You say you 'arrived at 3pm after telling them this '. When exactly did you tell them that you were arriving at 3pm? If it was at 2.00pm on the day, then I have some sympathy with the host. Sorry if I'm sounding like a lawyer! I just think we don't have all the facts.
Reply Like
Susan
Susana year ago
We have "flexible" checkin on our listing but it doesn't mean "whenever you feel like it" for either of us (guest or host). I'm very communicative prior to arrival as to timing so I can be there and ready for them. So far, everyone has been very responsive. Traffic happens, late flights explode schedules, plans change, I get it. But I also get common courtesy and common sense....there's no front desk here and if my guest hasn't been clear about arrival time within reason or kept me updated on changes, sorry, they're going to wait on me.
Reply Like 2 likes
Sky
Skya year ago
Look. Flexible means they will work with you not read your mind or get everything you want when you want it. U also put flexible but if a guest shows up to my place without
Reply Like
Sky
Skya year ago
Setting it up without me first that's the risk they take. No refund. What do you expect for people to just be at your beck and call 24/7?. I had a guess a few months ago reserve for 1Sep a Mon I think was driving from the easy coast to Texas. Next thing you know I get a call saying, I'm outside in fro t your door (2 days before his expected arrival). I'm like, are you kidding me? He asked if I got his text that day...No! Tur s out he decided to drive earlier but did by notify me. Said he texted that am while driving g b he next hit the Send button. Now I took him in, thank goodness I didn't have someone m the room so I was able to house him and the room was clean. Who drives from N.Varm sndm
Reply Like 2 replies
Sky
Skya year ago
Correction. Who drives from N. Carolina to Tx and doesn't call the host yo ask to check in ear
Susan
Susana year ago
That's a good one! Puts the FLEX in flexible for sure! I'm thinking noon instead of four....two days? Uh, no.
Robert and Stefania
Robert and Stefaniaa year ago
I am disabled as well and before booking I agree the check in time with the host and I explain that I can't stay out in the street waiting for my health condition. Since this is very important I organize this before booking. I have guests that book my place and AFTER booking want early check in when I wrote in my listing this is not possible. You should always agree a check in time with the host
Reply Like 1 like
Deborah
www.airbnb.com/groups/content/content-100968
Booking as a guest
We had booked a room with an Airbab member who advertised there booking in time as flexible. We arrived at 3pm after telling them this to be told they would not be home until 7pm. They said we should of let them know at time of booking. We were not able to plan ahead our arrival time exactly. We had to find somewhere else rathef than be out in the cold as we are disabled should we get a refund? I bend over backwards for my guests. Want to avoid leaving negative feedback
11 comments
Follow
Like
Leanne
Leannea year ago
As a host you have to make check in any time that's suits the guest not the host 7 pm is to late and I would be finding somewhere else for the night as well. We try to be more helpful to the guests. There are the ones paying The hosts should have made arrangements for you it's not hard
Reply Like
Salvia
Salviaa year ago
Aargh! To find yourself in front of locked doors is HORRIBLE - especially when travelling and in a foreign country! Follow Check-in time is highly important for guests and hosts and BOTH parties should do their utmost (!) to ensure this. Was there any other information / specification given on the listing description or in the communication with your host regarding check-in time apart from the "flexible" indication? Did you agree MUTUALLY on a certain time window? If so and if that is not respected by the host I would ask for certain amount of refund for this awful 4-hour-inconvenience.
I offer flexible Check-in as well but that does not mean that people can come whenever they want because I don't allow Self check-in and I am working and need to get organized to welcome them. To avoid that guests take the "flexible" indication as a 24/7 opportunity to check-in I made it imperative to AGREE with me on a "flexible" check-in time. This is stated in my listing and I state and confirm arrival time (window) repeatedly via platform communication and SMS.
Reply Like 2 likes
Salvia
Salviaa year ago
@leanne: a lot of hosts can not provide the "any time" option which is one of the big differences to a hotel.... Forums are full of reports of problems with that. Therefore clear communication and keeping in touch with host / guest before (and while arriving!) is really important when Self-check in is not offered as a standard.
Reply Like 2 likes
Leanne
Leannea year ago
Yes communication is so important and no host should expect a guest wait till 7 pm before they can get in Its up to the host to inform them about check in and be flexible. Perhaps I'm to flexible if we are not available to great my guests due to work or I'm away I contact the guests telling them where they can find a key and make them selfs at home It would be different if I was letting out just a room in my house not my holiday unit
Reply Like 5 replies
Christina
Christinaa year ago
I think the main point here is did the guest tell the host an approximate time, or at least that they anticipated checking in before 7 p.m. There would have to be some discussion for the host to be partly accountable. I work so my check-in time is 6 p.m., yet I can be felxible. If a guest tells me that they will be earlier, I will leave the key and tell them where it is. For example, I have guests arriving today (they just landed), but my other guests have not checked out yet (this is a 6 a.m. arrival). I had my daughters let them into the main house to leave their luggage and give them keys and told them that they could come back in the afternoon. Being flexible does not mean that the guest can show up whenever without any prior discussion. I can't really give advice on this particular situation because I don't know all the details, specifically what was discussed between the host and guest.
Rick
Ricka year ago
I agree with Christina! One of the first things I ask my guests is an "estimated arrival time" AND I provide my phone number so they can call or text when they get close...I only provide lock box information if they are arriving at some weird late time---otherwise I like to meet them in person & welcome them into the space...If they do NOT advise me...well, tough luck...Please don't call & say "we are waiting outside" on the day of arrival! If you didn't let me know or didn't call, I'm possibly out at the store, shopping, or in the middle of something else & you will have to wait! We all have lives & they don't revolve around the guests timetables (unless, of course, we have agreed upon a specific time!)....I got tired of being used by inconsiderate guests! no more!
Nicole
Nicolea year ago
I believe it is the hosts responsibility not the guests to confirm a check in time, especially if the hosts list flexible check in and then are not flexible on the day of arrival. 7pm is a really late check in. I always ask my guests for an ETA prior to their arrival.
Christina
Christinaa year ago
I believe it is the responsibility of both the host and the guest because we are not hotels and unless you have a keyless entry, the host cannot possibly be there 24/7. There is nothing that says flexible in my listing. I have a time of 6 p.m. and ask guests when they book when they plan to arrive so I can make sure they can get in if their time does not work for me. A guest has to give some time frame, and should update the host as the date gets closer. That's also why I ask for flight information to check delays. For guests who drive, I know delays happen, but a good guest should send updates. Last night's guests expected to arrive at 6 p.m., but didn't until 8 p.m. They did update me, and I appreciated it. For some hosts, like me, we are sharing our homes, not running a hotel with a 24/7 front desk and courtesy and communication is the responsibility of both parties. Liek I said, I don't know what happened between this guest and host, but if the guest was aware of the 7 p.m. check-in, there should have been discussion about an approximate ETA and the option of leaving a key or getting another person to greet them.
Leanne
Leannea year ago
I guess location is a big issue here to I'm in a very safe location with everyone helping each other. My unit is on the same property as we live and we always make contact with the guests if we are not there to meet them personally We make sure they can get in when they want to after 2pm. With the ferry (coming to Tasmania) some guests don't arrive until 9pm but all guests inform us about late arrivals if a guest arrives earlier than 2 we will ring as soon as the cleaning is done or they are welcomed anytime earlier if we had no one the night before. We do try to be flexible
Gordon
Gordona year ago
I recently took a trip to NYC. The host wasn't in (at the arranged time) and I was left for over an hour (on my birthday) in the rain. I ended up checking in to a hotel.
I wasn't happy.
Reply Like 1 reply
Christina
Christinaa year ago
That's not cool since you pre-arranged the time. Was there some unforeseen problem that caused the delay?
Nic and Rach
Nic and Racha year ago
That's a tough one, you should have called Airbnb about your situation that you were at the property of the host and that host is not available to let me in or check you in until 7pm and you wanted to get a full refund and would prefer to stay in a place where it is convenient to check in - which I think 3pm is reasonable enough and I hope that Airbnb will be on your side on this one about the refund. And I also believe it is a lack of communication for both sides but I think you have the edge to get a refund just because you were there at the specific check in time 2-3PM check in and you are the guest at this point. Let us know the outcome. Take care and you still have to enjoy your vacation and do't let it spoit you.
Reply Like 2 replies
Christina
Christinaa year ago
3 p.m. is reasonable for some hosts but not all. Most huh osteoporosis have a checkout at 11 a.m. nut mine is not til 3 p.m. so my guests get that luxury. If I have no other guests arriving that day, I will even let them stay later. I will let guests check in before 6 p.m. IF it is arranged before because I have to make arrangements to do this since I am at work until 4 p.m. there is no ideal check in and check out times for all hosts. What seems to be missing here is COMMUNICATION!
Christina
Christinaa year ago
*Most hosts (not huh osteoporosis). Darn predictive text!
Rebecca
Rebeccaa year ago
I'm with Christina and Rick on this one. I think if a guest doesn't inform the host of their approximate arrival time then it's hardly fair to expect the host to just sit in and wait all day/evening/night for whenever the guest decides they'd like to turn up. We are not hotels! On the other hand it's tough to be left out in the cold for so long.
I do feel like there's some information missing here though, Lisa, to be honest. You say that you 'were not able to plan ahead our arrival time exactly'. Did you tell the hosts this? Did they ask you for an approximate time? You say you 'arrived at 3pm after telling them this '. When exactly did you tell them that you were arriving at 3pm? If it was at 2.00pm on the day, then I have some sympathy with the host. Sorry if I'm sounding like a lawyer! I just think we don't have all the facts.
Reply Like
Susan
Susana year ago
We have "flexible" checkin on our listing but it doesn't mean "whenever you feel like it" for either of us (guest or host). I'm very communicative prior to arrival as to timing so I can be there and ready for them. So far, everyone has been very responsive. Traffic happens, late flights explode schedules, plans change, I get it. But I also get common courtesy and common sense....there's no front desk here and if my guest hasn't been clear about arrival time within reason or kept me updated on changes, sorry, they're going to wait on me.
Reply Like 2 likes
Sky
Skya year ago
Look. Flexible means they will work with you not read your mind or get everything you want when you want it. U also put flexible but if a guest shows up to my place without
Reply Like
Sky
Skya year ago
Setting it up without me first that's the risk they take. No refund. What do you expect for people to just be at your beck and call 24/7?. I had a guess a few months ago reserve for 1Sep a Mon I think was driving from the easy coast to Texas. Next thing you know I get a call saying, I'm outside in fro t your door (2 days before his expected arrival). I'm like, are you kidding me? He asked if I got his text that day...No! Tur s out he decided to drive earlier but did by notify me. Said he texted that am while driving g b he next hit the Send button. Now I took him in, thank goodness I didn't have someone m the room so I was able to house him and the room was clean. Who drives from N.Varm sndm
Reply Like 2 replies
Sky
Skya year ago
Correction. Who drives from N. Carolina to Tx and doesn't call the host yo ask to check in ear
Susan
Susana year ago
That's a good one! Puts the FLEX in flexible for sure! I'm thinking noon instead of four....two days? Uh, no.
Robert and Stefania
Robert and Stefaniaa year ago
I am disabled as well and before booking I agree the check in time with the host and I explain that I can't stay out in the street waiting for my health condition. Since this is very important I organize this before booking. I have guests that book my place and AFTER booking want early check in when I wrote in my listing this is not possible. You should always agree a check in time with the host
Reply Like 1 like
Deborah