Post by High Priestess on May 30, 2016 0:22:53 GMT
Joyce shared on HOsting 911 Jan 2015
www.airbnb.com/groups/content/content-101817
I just need to vent...
I am really upset with a guest who finally left at 7:00 pm when checkout was 11:00 am! But that is not the worst of it. My home had recently been remodeled so recently that the new photos from the professional photographer have not been posted yet to reflect the changes. I am fairly new to Airbnb but have been renting out my home for quite some time now.
The issue is that even though I live in Colorado where marijuana is legal, I do not allow it in my home. Nor do I allow smoking.
Today when my current guest was to check out she asked if she could stay a little longer as her flight was later in the day. My first mistake was to say yes. As this is a separate residence I texted her at 2:00 to ask when she was leaving, her response was a few hours. OK, my fault for agreeing to this so now it's 6:00 and they are still there! Now I am getting mad, I text her again and ask her what time they are leaving and she says another couple of hours! I tell her that I will be there at 7:30 to lock the doors and get the keys! I know it's my fault but I am really mad at this point. At 6:55pm, I get a message that something was wrong with her boyfriend and they had to leave and my keys are on the table. I immediately go over there and the house clearly had been doused with air freshner. Then I find out why, they have been smoking cigarettes and pot in my home. I am so disappointed and mad! My home looks like they had a party in it and it smells so awful. Every linen and towel was shoved in the washer. One placemat had been washed and dried ruining it. Just weird.
I don't understand people! You are staying in someone else's home and you behave like thst? I gave them the rules in writing and went over them in person - why would they ignore the rules?
I am just so angry, I don't know how I will be able to write a coherent review. I don't want her doing this to anyone else's home.
So frustrating!
13 comments•2 likes
Following
Liked
Deborah
Nic and Rach
Deborah
Deboraha year ago
I hear you!! Whenever this happens to a host, it is a terrible feeling and there is a sense of betrayal. We naturally expect that when we are nice to people and gracious, welcoming, inviting them into our home, that they will respond in kind. However there are a good number of people who unfortunately lack respect and will just do what they want, and ignore our rules. I am sure there are a myriad of ways that they justify this, including denial...and I am sure that every one of those guests who behave disrespectfully, would say that they are respectful people! Well, what we say to them goes in one ear and out the other and we rightly feel violated.
Do write an honest review reflecting the guests' disrespect and that they smoked in a no-smoking home, and hopefully this will make it difficult to impossible for them to find future accomodations on Airbnb. This can work. I have a friend who is an Airbnb host, and she recently got an inquiry from a guest who had one review and only one review. It was a terrible review, including that he smoked in a non-smoking place. I helped my friend out with declining him. What she wrote was, "Given the substance of the single review that you have, I doubt that you will be successful finding accomodations anywhere." He wrote back, saying, "Well, they are lying. But, can you give me some advise?." Nope.
Reply Like 1 reply
Deborah
Deboraha year ago
So...moral of the story...you had a bad experience which can't be undone, but it is quite possible that YOU have the power to prevent this guest from disrespecting/harming anyone else. Some guests have no long term view. They do what they want, and don't realize that by doing so they might be guaranteeing themselves no future on Airbnb. Some will say, oh they can just set up another account -- but with required verified ID being in the future for all users, this will be harder for them to do.
Leah
Leaha year ago
I would try to claim a portion from their security deposit not only for house rules broken but ruined linens or anything else trashed that has to be well cleaned. I am not sure how much airbnb will allow, give them a call, but for guidance too, especially as guests have to approve the charge. If they dispute it, then definitely get airbnb involved. Air out as much as you can, use baking soda on carpets or furniture before vacuuming, even bowls of vinegar help absorb the odor. It will take a few days of clearing the stench.
Reply Liked 2 likes
Leah
Leaha year ago
Give yourself some time before you write a review to cool off a bit too.
Reply Like 1 like
Danny
Dannya year ago
Great learning experience, when they asked to stay late you didn't set any limits, why are you angry? If you don't allow smoking, what are the punishments advised upfront? I doubt that AirBnb will give you any of the security deposit unless there is actual damage to your possessions as opposed to your sensibilities.
So many hosts are upset when guests don't treat your home as you do. You need to keep in mind that once money changes hands, they are not the "old fashioned" type of guest.
Reply Like 1 reply•1 like
Kate
Katea year ago
It sounds harsh Danny when you say it like that but so true. Its a business. They are paying for a service. I started having problems because I didnt set strong enough boundaries. I am hardening up. Some people think they can do what they like and perhaps this is what they do at home so they cannot see what the problem is. I am going to be one tough cookie soon as this rate lol
Joyce
Joycea year ago
Thank you ladies! I am going to use your suggestions Leah. Deborah you made me feel better already!
I do intend to write a very honest review as I would not want her to ever treat anyone else's home like this again! I just need to cool down first.
Reply Liked 1 reply•1 like
Gretchen
Gretchena year ago
Just make sure to stick to the facts. If you write an emotional review you sound like the crazy one.
Joyce
Joycea year ago
Danny, I accept my own responsibility in this situation. That's why I said it was my own fault that they were there so late. I just needed to vent. How can I punish them after the fact, other than writing the truth in a review so she doesn't do this to any of you in the future.
Reply Like
Gretchen
Gretchena year ago
Holy crap Joyce, I just kicked out a group of 21-year-olds, for having a party and smoking pot in the house. They are super pissed. My first mistake was renting to 21-year-olds. Also in Colorado.
Reply Liked 2 likes
Leah
Leaha year ago
I had a guest use so much Axe cologne, I could smell it outside. My nose was scent raped. It took days to air out too.
Reply Liked 1 reply•4 likes
Joyce
Joycea year ago
Horrible, Leah! That is an odor like no other.
Joyce
Joycea year ago
I am so sorry to hear that you had such a terrible experience too Gretchen! just told my husband that we should impose an age requirement! I do not understand such utter disrespect. I am so clear about my rules. They are on line, I go over them with them in person in addition to handing them over in writing. I really hate the legalization of marijuana here now. People think it gives them the right to go wild!
Reply Like 3 replies
Leah
Leaha year ago
I have never had someone smoking pot in my place, that I smelled or noticed afterwards, but I wonder, since CA has the medical marijuana law, if someone could claim that it was permissible as medicine vs an illegal drug. Hmmm. Something to ponder
Joyce
Joycea year ago
It is a dilemma, I simply do not allow any drug usage, I cite Federal Law since technically it is still against federal regulations. However, I probably would never know if they consumed edibles or vaped. We have so many out of state visitors coming to Co. just to use, we have to be extra vigilant if we don't want it in our home.
Gretchen
Gretchena year ago
Honestly, we don't mind them smoking pot outside. With all the new pot tourism it's a given that some of our renters will smoke pot, we just want them to do it outside. I didn't throw them out for smoking pot, I threw them out for smoking pot INSIDE. Mostly guests have been fantastic, even if they do light up on the patio. And the smell does dissipate quickly enough from outside that the house doesn't smell.
Deborah
Deboraha year ago
As I see it, the legalization of marijuana shouldn't be seen as giving people any additional "rights"to smoke indoors -- tobacco is quite legal,and in spite of that, most of us don't allow people smoking tobacco cigarettes in our homes.
I wonder if maybe for those of you hosting in Colorado and any other states where marijuana is legal, it might be a good idea for you to state explictly in your house rules that regardless of the legality of marijuana in your state, it is PROHIBITED to smoke it in your home, just like tobacco is legal but you prohibit cigarette smoking in your home. You might even state that aside from the problems with the smell and the butts, that smoking anything indoors poses a fire hazard and your insurance company prohibits it. (You could state that even if that isn't really true about your insurance company...just would help support your position...)
Reply Like 7 replies•2 likes
Gretchen
Gretchena year ago
Our rental agreement reads as follows: "Smoking is allowed outside only. A $300 fee will be charged for elimination of any smoking odors or litter indoors or out. Please dispose of all smoking trash in the dumpster in the alley, not in the trash cans inside the house. We are very proud of Colorado’s progressive stance on marijuana and ask that you follow all laws concerning the possession and consumption of marijuana and dispose of any leftovers in legal ways and according to this agreement. It is legal to smoke marijuana outside while on our property and you do have our permission."
Julie (and Brian)
Julie (and Brian)a year ago
Our house rules state something along the lines of "We don't care if or what you smoke - it must be done outside on the patio. Look for our ashtrays." We honestly have not had a problem. I live in Colorado as well & have met some amazing 'pot tourists' this year!
Salvia
Salviaa year ago
I find Your House rule Crystal clear, Gretchen (and J&B). There is no excuse whatsoever to disrespect it. Period. Guests should be lucky and thankful to have the opportunity to smoke whatever outside. And even taken as Medicine you can do so outside!
Deborah
Deboraha year ago
That is a good statement in your rental agreement, Gretchen. As I wrote in your post above, I would put make it OUTSIDE ONLY (in capitals) in the statement just to help in those cases where guests' reading comprehension is sub-par...
Julie and Eric
Julie and Erica year ago
Gretchen- curious if you've had to collect on the security deposit for smoking indoors, and if so, were you successful?
Gretchen
Gretchena year ago
Not from an Airbnb guest yet but I have with guests from other sites. Homeaway actually puts the deposit into your bank account and you get to decide whether or not to return it so it's much easier through them. I have learned a lot about how to do it through Airbnb as our most recent tenants were tossed out for smoking in the house last night (vaping pot but whatever, it's all the same to me). Airbnb just needs you to document the cost of mitigating the smell and to have a witness such as cleaners come to the house to act as witnesses. It's hard to prove smells but they will take a bill for renting an ozone generator and cleaning staff's statement as proof.
Julie and Eric
Julie and Erica year ago
That's what I figured - thanks for confirming!
Rick
Ricka year ago
My first response to a guest asking for a late checkout is: "you want to stay until when?"---then, after their response , the negotiation starts---- " you want to stay until 4??"--- "well I can give you until 2" (already 3 hrs later than my check out )----- & then stand your ground!!! You don't have to roll over & play dead every time a guest asks for something!!
Reply Like 1 reply
Kate
Katea year ago
I wonder where we stand legally if the original contract through Airbnb is to leave our home by a certain checkout time and then we let them stay for hours after this. What if they caused damage after the checkout time? Maybe makes no difference but just a thought.
Olivia/Bob
Olivia/Boba year ago
I always ask my guests when they are leaving. If they are leaving for the airport after the checkout time, I ask them to pack their bags in the morning, put them in a corner, go out and come back later to pick up the bags. This way the apartment can be cleaned while they are away or if another guest is coming. They are all very grateful for this and there has never been a problem, even when other guests arrive before they come back. But you have to establish everything ahead of time. Exactly what time they are coming back to pick up their bags. They should be out of the place before checkout time.
Reply Like 1 reply
Joyce
Joycea year ago
Yes, I learned that lesson the hard way but on the bright I learned! That is the exact arrangement I just made with my next guest arriving shortly.
Susan
Susana year ago
withhold the cleaning fee, contact airbnb immediately to report; leave a negative review; don't be "nice" next time
Reply Like 1 reply
Joyce
Joycea year ago
Susan, I realized just because I wouldn't behave that way doesn't ensure that someone else won't. So good lesson learned and truthful feedback will be left.
Deborah
www.airbnb.com/groups/content/content-101817
I just need to vent...
I am really upset with a guest who finally left at 7:00 pm when checkout was 11:00 am! But that is not the worst of it. My home had recently been remodeled so recently that the new photos from the professional photographer have not been posted yet to reflect the changes. I am fairly new to Airbnb but have been renting out my home for quite some time now.
The issue is that even though I live in Colorado where marijuana is legal, I do not allow it in my home. Nor do I allow smoking.
Today when my current guest was to check out she asked if she could stay a little longer as her flight was later in the day. My first mistake was to say yes. As this is a separate residence I texted her at 2:00 to ask when she was leaving, her response was a few hours. OK, my fault for agreeing to this so now it's 6:00 and they are still there! Now I am getting mad, I text her again and ask her what time they are leaving and she says another couple of hours! I tell her that I will be there at 7:30 to lock the doors and get the keys! I know it's my fault but I am really mad at this point. At 6:55pm, I get a message that something was wrong with her boyfriend and they had to leave and my keys are on the table. I immediately go over there and the house clearly had been doused with air freshner. Then I find out why, they have been smoking cigarettes and pot in my home. I am so disappointed and mad! My home looks like they had a party in it and it smells so awful. Every linen and towel was shoved in the washer. One placemat had been washed and dried ruining it. Just weird.
I don't understand people! You are staying in someone else's home and you behave like thst? I gave them the rules in writing and went over them in person - why would they ignore the rules?
I am just so angry, I don't know how I will be able to write a coherent review. I don't want her doing this to anyone else's home.
So frustrating!
13 comments•2 likes
Following
Liked
Deborah
Nic and Rach
Deborah
Deboraha year ago
I hear you!! Whenever this happens to a host, it is a terrible feeling and there is a sense of betrayal. We naturally expect that when we are nice to people and gracious, welcoming, inviting them into our home, that they will respond in kind. However there are a good number of people who unfortunately lack respect and will just do what they want, and ignore our rules. I am sure there are a myriad of ways that they justify this, including denial...and I am sure that every one of those guests who behave disrespectfully, would say that they are respectful people! Well, what we say to them goes in one ear and out the other and we rightly feel violated.
Do write an honest review reflecting the guests' disrespect and that they smoked in a no-smoking home, and hopefully this will make it difficult to impossible for them to find future accomodations on Airbnb. This can work. I have a friend who is an Airbnb host, and she recently got an inquiry from a guest who had one review and only one review. It was a terrible review, including that he smoked in a non-smoking place. I helped my friend out with declining him. What she wrote was, "Given the substance of the single review that you have, I doubt that you will be successful finding accomodations anywhere." He wrote back, saying, "Well, they are lying. But, can you give me some advise?." Nope.
Reply Like 1 reply
Deborah
Deboraha year ago
So...moral of the story...you had a bad experience which can't be undone, but it is quite possible that YOU have the power to prevent this guest from disrespecting/harming anyone else. Some guests have no long term view. They do what they want, and don't realize that by doing so they might be guaranteeing themselves no future on Airbnb. Some will say, oh they can just set up another account -- but with required verified ID being in the future for all users, this will be harder for them to do.
Leah
Leaha year ago
I would try to claim a portion from their security deposit not only for house rules broken but ruined linens or anything else trashed that has to be well cleaned. I am not sure how much airbnb will allow, give them a call, but for guidance too, especially as guests have to approve the charge. If they dispute it, then definitely get airbnb involved. Air out as much as you can, use baking soda on carpets or furniture before vacuuming, even bowls of vinegar help absorb the odor. It will take a few days of clearing the stench.
Reply Liked 2 likes
Leah
Leaha year ago
Give yourself some time before you write a review to cool off a bit too.
Reply Like 1 like
Danny
Dannya year ago
Great learning experience, when they asked to stay late you didn't set any limits, why are you angry? If you don't allow smoking, what are the punishments advised upfront? I doubt that AirBnb will give you any of the security deposit unless there is actual damage to your possessions as opposed to your sensibilities.
So many hosts are upset when guests don't treat your home as you do. You need to keep in mind that once money changes hands, they are not the "old fashioned" type of guest.
Reply Like 1 reply•1 like
Kate
Katea year ago
It sounds harsh Danny when you say it like that but so true. Its a business. They are paying for a service. I started having problems because I didnt set strong enough boundaries. I am hardening up. Some people think they can do what they like and perhaps this is what they do at home so they cannot see what the problem is. I am going to be one tough cookie soon as this rate lol
Joyce
Joycea year ago
Thank you ladies! I am going to use your suggestions Leah. Deborah you made me feel better already!
I do intend to write a very honest review as I would not want her to ever treat anyone else's home like this again! I just need to cool down first.
Reply Liked 1 reply•1 like
Gretchen
Gretchena year ago
Just make sure to stick to the facts. If you write an emotional review you sound like the crazy one.
Joyce
Joycea year ago
Danny, I accept my own responsibility in this situation. That's why I said it was my own fault that they were there so late. I just needed to vent. How can I punish them after the fact, other than writing the truth in a review so she doesn't do this to any of you in the future.
Reply Like
Gretchen
Gretchena year ago
Holy crap Joyce, I just kicked out a group of 21-year-olds, for having a party and smoking pot in the house. They are super pissed. My first mistake was renting to 21-year-olds. Also in Colorado.
Reply Liked 2 likes
Leah
Leaha year ago
I had a guest use so much Axe cologne, I could smell it outside. My nose was scent raped. It took days to air out too.
Reply Liked 1 reply•4 likes
Joyce
Joycea year ago
Horrible, Leah! That is an odor like no other.
Joyce
Joycea year ago
I am so sorry to hear that you had such a terrible experience too Gretchen! just told my husband that we should impose an age requirement! I do not understand such utter disrespect. I am so clear about my rules. They are on line, I go over them with them in person in addition to handing them over in writing. I really hate the legalization of marijuana here now. People think it gives them the right to go wild!
Reply Like 3 replies
Leah
Leaha year ago
I have never had someone smoking pot in my place, that I smelled or noticed afterwards, but I wonder, since CA has the medical marijuana law, if someone could claim that it was permissible as medicine vs an illegal drug. Hmmm. Something to ponder
Joyce
Joycea year ago
It is a dilemma, I simply do not allow any drug usage, I cite Federal Law since technically it is still against federal regulations. However, I probably would never know if they consumed edibles or vaped. We have so many out of state visitors coming to Co. just to use, we have to be extra vigilant if we don't want it in our home.
Gretchen
Gretchena year ago
Honestly, we don't mind them smoking pot outside. With all the new pot tourism it's a given that some of our renters will smoke pot, we just want them to do it outside. I didn't throw them out for smoking pot, I threw them out for smoking pot INSIDE. Mostly guests have been fantastic, even if they do light up on the patio. And the smell does dissipate quickly enough from outside that the house doesn't smell.
Deborah
Deboraha year ago
As I see it, the legalization of marijuana shouldn't be seen as giving people any additional "rights"to smoke indoors -- tobacco is quite legal,and in spite of that, most of us don't allow people smoking tobacco cigarettes in our homes.
I wonder if maybe for those of you hosting in Colorado and any other states where marijuana is legal, it might be a good idea for you to state explictly in your house rules that regardless of the legality of marijuana in your state, it is PROHIBITED to smoke it in your home, just like tobacco is legal but you prohibit cigarette smoking in your home. You might even state that aside from the problems with the smell and the butts, that smoking anything indoors poses a fire hazard and your insurance company prohibits it. (You could state that even if that isn't really true about your insurance company...just would help support your position...)
Reply Like 7 replies•2 likes
Gretchen
Gretchena year ago
Our rental agreement reads as follows: "Smoking is allowed outside only. A $300 fee will be charged for elimination of any smoking odors or litter indoors or out. Please dispose of all smoking trash in the dumpster in the alley, not in the trash cans inside the house. We are very proud of Colorado’s progressive stance on marijuana and ask that you follow all laws concerning the possession and consumption of marijuana and dispose of any leftovers in legal ways and according to this agreement. It is legal to smoke marijuana outside while on our property and you do have our permission."
Julie (and Brian)
Julie (and Brian)a year ago
Our house rules state something along the lines of "We don't care if or what you smoke - it must be done outside on the patio. Look for our ashtrays." We honestly have not had a problem. I live in Colorado as well & have met some amazing 'pot tourists' this year!
Salvia
Salviaa year ago
I find Your House rule Crystal clear, Gretchen (and J&B). There is no excuse whatsoever to disrespect it. Period. Guests should be lucky and thankful to have the opportunity to smoke whatever outside. And even taken as Medicine you can do so outside!
Deborah
Deboraha year ago
That is a good statement in your rental agreement, Gretchen. As I wrote in your post above, I would put make it OUTSIDE ONLY (in capitals) in the statement just to help in those cases where guests' reading comprehension is sub-par...
Julie and Eric
Julie and Erica year ago
Gretchen- curious if you've had to collect on the security deposit for smoking indoors, and if so, were you successful?
Gretchen
Gretchena year ago
Not from an Airbnb guest yet but I have with guests from other sites. Homeaway actually puts the deposit into your bank account and you get to decide whether or not to return it so it's much easier through them. I have learned a lot about how to do it through Airbnb as our most recent tenants were tossed out for smoking in the house last night (vaping pot but whatever, it's all the same to me). Airbnb just needs you to document the cost of mitigating the smell and to have a witness such as cleaners come to the house to act as witnesses. It's hard to prove smells but they will take a bill for renting an ozone generator and cleaning staff's statement as proof.
Julie and Eric
Julie and Erica year ago
That's what I figured - thanks for confirming!
Rick
Ricka year ago
My first response to a guest asking for a late checkout is: "you want to stay until when?"---then, after their response , the negotiation starts---- " you want to stay until 4??"--- "well I can give you until 2" (already 3 hrs later than my check out )----- & then stand your ground!!! You don't have to roll over & play dead every time a guest asks for something!!
Reply Like 1 reply
Kate
Katea year ago
I wonder where we stand legally if the original contract through Airbnb is to leave our home by a certain checkout time and then we let them stay for hours after this. What if they caused damage after the checkout time? Maybe makes no difference but just a thought.
Olivia/Bob
Olivia/Boba year ago
I always ask my guests when they are leaving. If they are leaving for the airport after the checkout time, I ask them to pack their bags in the morning, put them in a corner, go out and come back later to pick up the bags. This way the apartment can be cleaned while they are away or if another guest is coming. They are all very grateful for this and there has never been a problem, even when other guests arrive before they come back. But you have to establish everything ahead of time. Exactly what time they are coming back to pick up their bags. They should be out of the place before checkout time.
Reply Like 1 reply
Joyce
Joycea year ago
Yes, I learned that lesson the hard way but on the bright I learned! That is the exact arrangement I just made with my next guest arriving shortly.
Susan
Susana year ago
withhold the cleaning fee, contact airbnb immediately to report; leave a negative review; don't be "nice" next time
Reply Like 1 reply
Joyce
Joycea year ago
Susan, I realized just because I wouldn't behave that way doesn't ensure that someone else won't. So good lesson learned and truthful feedback will be left.
Deborah