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Post by High Priestess on Aug 16, 2017 2:09:15 GMT
I recently gave this response to a host who wondered what's the point of having house rules...
There are many reasons why it's important to have a solid set of at least a few main rules.
(1) It's only fair that people be informed about the terms of a contract in advance of signing or paying. Guests need to know what they are getting into and what to expect -and whether a listing is even appropriate for them. The fact that some guests dont' read the info you provide does not mean you can or should throw up your hands and throw open your door and let mayhem go on in your abode. It means there are challenges but you can develop strategies to cope with those. This isn't an all or nothing proposition. Having House rules and communicating them effectively is an art form.
(2) Do you want to lose money? Guests do depend on hosts to be clear about what they are offering -- and they can demand (and receive) a full refund if you either say you'll offer something and dont', or if you don't communicate your house rules in advance and then announce various rules/restrictions that they can't agree to on arrival or during their stay. Thus, it's foolish to depend on "common sense" or expecting people will know things w/o being told -- that's called an expectation of mind reading and it's not a useful communication style.
(3) Airbnb will back you up on rules you've clearly stated, but perhaps not, otherwise. Your house rules are your protection. If you have to take action against a guest who's violated your house rules, it's very hard to do that if you have no house rules or haven't written them down. Regardless whether or not the guest read them, if they book your place, they have checked a box saying they read your rules, and so they are held responsible to that by Airbnb.
(4) If a guest does something that is prohibited in the house rules, it is far easier to get them to stop doing that, if there's a rule prohibiting it, than if you have no rule about it, and the guest feels like you are "just making it up as you go along" and arbitrarily picking on them about something that they feel is reasonable. It's also legally and contractually more challenging to ask someone to stop doing something that the "contract" (including house rules ) does not prohibit.
(5) There are many ways to get guests to read and/or follow the house rules, other than just having written them, hoping guests read them, and getting angry when they don't.
(a) I recommend that in your VERY FIRST communication with every prospective guest, you tell them to read your house rules if they have not done so already, and let you know if they have questions. You might want to "test" to see if they did that by putting a secret word or phrase in the rules, such as "cauliflower" and if they can tell you the secret word it means they read the stuff. If not, you tell them to go back and read again and don't let them book until they pass the reading comprehension test.
(b) I recommend stating in the message thread, any rules that are very important and./or which guests have recently failed to follow. YOu highlight these with tthe guest and ask them to acknowledge that they understand it -- eg, "no early check ins under any circumstances -- please don't ask" if you have had several problems w/ guests asking for early check in. Or "absolutely no smoking or vaping of any substance anywhere on the property including the porches, yards, anywhere within the property boundary lines."
(c) print out and post house rules on a wall in your house.
(d) ask guests to re-read the house rules when they arrive. SEveral times guests say in advance that they have read all the rules, but then on Monday I'm pointing out a violation of one rule, on Tuesday of another rule, on Wednesday yet a third rule...until I say hey, you obviously are not clear on the house rules, in which it is clearly stated that it's your responsibility to be aware of and follow throughout your stay, so please re-read them. I don't want to have to talk to you one more time. ANd that usually cures it.
Yes guests may be a bit more put off by a host who has a longer or more stricter sounding list of rules than those who dont', but I'll wager that hosts who have fewer rules or sound more laid back, are likely to have more problems dealing w/ guests re rule violations, than those hosts who;ve made everything crystal clear in advance.
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Post by rhonda on Aug 19, 2017 10:27:02 GMT
Aloha Deborah,
Thanks for this bit of suggestion.
Tonight I have put in place sending an email that I hadn't heard back from them since my email of acknowledgement. Please re-read it and answer as I have requested.
I just had two couples arrive today.
One couple sitting on the side of my road in front of the gates, no clue of the location of the box, the code, or how to park.
Got them settled, and I could hear the gentleman yelling out his bedroom window to the next guests "She's here, wait a minute."
Little missy was attempting to push the automatic gate open (not gonna happen), Mr Doesn't know how to drive a car decided to block all cars in, I told him I had to leave, so he pulled onto the front lawn. Given more directions, he pulled onto the back lawn which I was able to catch before he backed into the pillars and onto the back lawn. First question upon arrival into the home: "Is the whole kitchen free to use, and how late is the grocer open?"
I never wanted to be petty enough to cancel a reservation as the house rules state they are to inform me of their time of arrival, which Airbnb has agreed with is stated and truly an option; but 3 1/2 years later, over 2000 guests, I am totally over their lame excuses being clueless.
First older gentleman stated he didn't have internet access. Well he only booked 3 days ago using the internet, and I responded immediately.
Second one will probably accuse me of feeling discriminated against with my 'Poker Face' greeting in my attempt to save the flippin house. I did notice the rental car had a complete tail light missing, and they stated they had just arrived on island.
I can't imagine a rental car agency renting a car in such an illegal state, and figure he must have pulled that little doozy within 30 miles.
First time he parked, I stood there protecting the pillars, and requesting enough space for me to unload 10 50 lb bags of coffee fertilizer into that side of the garage. When I arrived home later, he had backed into the bucket of snorkel gear so nobody would be able to walk in front of his car.
They also made sure to lock the door, after I specifically told them to leave it unlocked, we were all home.
Little did I know, they were in their room and could have overheard me telling the other guests how else to enter the house if they returned home from dinner to find the door locked.
I almost have the patience of a Saint, but I sure wonder what the heck this learning lesson is all about for me.
Anyway, we'll see how that goes as I will keep track of who doesn't respond, and send a follow-up with I will be forced not honor their reservation since house rules were repeatedly ignored prior to arrival. GRRRRR
But I wanted to thank you for that last tidbit that I tweaked.
We'll see how that evolves.
Enjoy a fantabulous weekend!
As always,
With much aloha
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Post by rhonda on Aug 24, 2017 6:06:19 GMT
Aloha Deborah,
I thought you might get a giggle out of this one:
“The home is gorgeous, with impeccable views of the sunset. We didn't get to use the pool since we were rushing over to a family event in Kona, but it looked very clean and welcoming. Even has an outdoor shower to wash off. The room itself was nice and clean, pillows were soft and plush. House rules and check in may be a little intimidating, but the host is very welcoming once you meet her. We woke up to fresh coffee and delicious banana nut bread in the morning. Perfect way to end our stay in Kona. I'd recommend a stay in this home, you can't beat that amazing view from the balcony.”
Lauren’s private feedback for you:
“Thank you for being such a great host, our stay was great.”
Communication feedback:
““Host had lengthy, intimidating house rules and directions to follow. It threw me off a bit. I understand that her home is gorgeous, and not all guest may have common courtesy, but I felt like I was treated like a teen with all of those house rules.””
Always gotta find some complaint.
Will be interesting to see Airbnb's response to this one.
Got a big 4 star for her personal feelings when everything else was perfect.
God Save The Hosts!!!
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Post by High Priestess on Aug 24, 2017 15:27:07 GMT
I dont 'think I'll ever understand why people book at places where they have an aversion to the house rules. Just book elsewhere! Also...why do people take these rules so personally, as if we wrote all these things only for THEM!?!? For most guests, if they are a reasonable person, it's likely that they would be following 90% or more of the house rules without even trying (eg, don't throw out trash in the recycling bin..dont' leave dishes in the sink when you leave the kitchen...dont' smoke in my nonsmoking home...).
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Post by rhonda on Aug 30, 2017 5:58:27 GMT
Here's an FYI from today's frustration of another wasted day. One night stand IB from Feb. Wrote guest last night I still hadn't heard ETA. 7 am informs me they will check in AT 4 pm, not the 'anytime after 4 pm'. I bust ass for Missy to show up promptly at 4, she writes at 1:30 they are on way to beach so won't be here at 4 pm. I immediately write Missy she'll be driving past my house; I've got her room ready, but not the entire house, stop by, and check-in." (so I can do what the hell I needed to do without anymore worry of time frame). "NO....we're 1/2 way to beach, would take 1/2 hour to return, Missy will text me when they are driving to the home." I call airbnb madder than a wet hornet, still suffering from another fiasco yesterday that I'm still pissed off about and removed ALL food from main kitchen first thing this morning. During phone call to Airbnb, Missy writes they'll be here in an hour. House Rules?  Here's the answer, first they said on the phone I could cancel with 'no penalty', but like 99% of the hosts, I'm doing this for the $$, not lookin for BFFs, and was told if I do not provide the service, I cannot charge for the service. So I figure I'll explode on them, and take the flippin $82. "Hello Rhonda, I hope this message finds you well and you are having a great day! This is Blair your Case Manager, we spoke on the phone moments ago in regards to House Rules. Now you state in your House Rules at the time that "I request that guests inform me of their estimated time of arrival." So your guest did follow that rule by telling you their best estimate. For them to have broken house rules, you would need to have in your House Rules that guest and host must agree to a window of time to check in at. Though if either party does not meet that, you may face penalties by breaking your own house rule too. But as I suggested, possibly turning off instant book will weed out the kind of guests you've stated that have caused you trouble in the past. Also, as we discussed, here are some resources about some of the things we went over: Instant Book www.airbnb.com/help/article/484/Host Penalties www.airbnb.com/help/article/990/I hope this information has been helpful. If you have any further questions, please let me know. We also have a 24-hour international support number +1-415-800-5959 that you can call at any time. I hope you have a wonderful day! Kind regards, Blair www.airbnb.com/helpErgo, a host can 'request' anything, but apparently requesting, aka, asking, is not good enough. Just another Airbnb DoorMat Who better figure out a new gig, as I will NOT continue do this 365/24/7 totally at the mercy of whoever booked and how they want to run the show. The Dumbing Down in our world just totally astounds me with their rudeness, inconsideration, and daily BS. I wonder what drugs I was on to think this would be a great idea. Screw the Aloha Spirit, banana bread, coffee, tea, bread products (which yesterday's guests ate for dinner). As stated in the listing "I'm renting rooms, not a Bed and Breakfast, Condo, and guests are to provide their own food." Two can play this game, they book the cheapest accommodations, they may as well receive what they pay for like in any other business. Dang, this whole scenario is getting worse and worse the longer Airbnb stays in business. |
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Post by Mabel on Sept 1, 2017 1:27:56 GMT
Aloha Ronda,
What was the outcome when the guest finally arrived? Did you explode on them? I'm wondering if you have since changed your rules to guests being required to select a two hour check-in window or something like that? I think that saying "any time after..." implants an idea in the guest's mind that it's ok to be vague, and change their minds after having contacted you. I think that maybe with a more strict window, maybe even accompanied with a disclaimer about cancellation or forfeiting the first night (I used to have this), they might take the window of time more seriously, thus planning their arrangements more carefully to begin with.
As far as the door-mat feeling, i totally understand how the frustration and dissolution can mount over time doing this and one of the ways I deal with this is to strategize every possible way to keep the upper hand, putting into place measures, limits, blocks on access, that make it very hard for guests to override my rules. For instance, because I no longer allow cooking, I allow very limited access to the kitchen, permitting use of it for morning breakfast ONLY, and having everything they need for making coffee, tea etc in their room including those little boxes of organic milk that don't require refrigeration (so they don't have to use the kitchen for that in the evenings). This is a tiny place i'm sharing year around so having it running like a galley is crucial for sanity. Maybe there is a some sort of hard-to-access container to keep in the fridge for your banana bread, that you can open only late at night or in the morning. For me personally, my guests never take food they are not supposed to anymore, and if one of them ever does, I don't mind because so many of my guests don't even use the breakfast items, so in the end it all more than evens out for me.
Another assurance that I implement in order to prevent the common tendency of guests to skip the information on arrival procedures, times, etc, is to withhold the exact address until I am convinced they've read and understood the information in whole. I can check this by running a polite question by them like.. "and please confirm that you've read and understand the arrival procedures so I can give you my exact address. ie; do you know which side of the building to enter?" There will usually be a pause while they scramble to do the reading they were supposed to do six weeks ago, but I'll wait patiently. The reason I have to do this is to prevent harm to my bnb business by allowing uninformed guests to show up at very wrong times or very wrong places and loiter around or approach neighbors for help. I have found these kinds of measures to have made a huge difference in the livability of doing this work. It's almost like night and day, from how hosting used to be for me, and all the years of stress. I also almost never hesitate to have airbnb cancel a guest who is demonstrating a lack of cooperation before they even get here. Especially in the case of a short one to three night stay. I am fine with foregoing the money in order to not subject myself to negativity. These are just examples of what I personally do, and I am surely not presuming that your situation is in any way similar, but I'm sharing this in case you can get to thinking of some ideas for creative ways to put new systems in place that can ameliorate your frustration.
To share one more strategy with you, I have a system for reviewing and handling what I consider unfair reviews, which gives me a little more ability to expose an unfair guest to other hosts even after the double blind review system. If i suspect that a host was unhappy at all, I will start the review off with some positive comments, followed by a friendly explanation about my side of whatever it was that I notice they might complain about (a very clear explanation). Then at the end of the review I put a little asterisk disclaimer, directing the reader that for an idea of this guest's reviewing style, please click on my photo to read what they wrote on my profile. That gives me a chance to bring attention to where I state my full case in response to their review. Now everyone can see clearly both people's sides. The last guests I used this with were a couple who spoke very little English, read none of the material, directions, or arrival notes, and neglected to communicate with me at all during the 8 weeks prior to booking, EVEN TO GET THE ADDRESS, which is a stated requirement of mine, then blamed me for their not "knowing how to get there". Although they left a one-line comment about the nice neighborhood (and thats all), they gave me a ONE-STAR rating across the board (even for cleanliness! Dear God). Because of my brilliant system, I was able to address the complete unfairness of this quite well and in detail in my response to their review for future hosts to consider. I had gone above and beyond as I do with all my guests, and am unwilling to allow the unfair and irresponsible behavior of guests to cause potential harm to my business, unchecked (even though airbnb is fully willing). For me, these little measures help to ensure that.
The very last thing I'll mention is that I seldom have an emotional reaction anymore to being de-prioritized by Airbnb themselves as I seem to have arrived at the constant awareness that it is only business, and none of it is personal. At least not to me. I don't even see myself playing any part of any role to them other than as income revenue. I don't expect different. Especially for any reasons such as "super host" status or any such silliness. I think that's realistic pretty much, and so for me there's really no door-mat reaction, anymore as there might have been in the past. It's all strategy.
Hope any of this helps.
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Post by rhonda on Sept 1, 2017 3:34:50 GMT
Aloha Grace,
Thanks for the suggestions!
Yep, I went off on them, it became immediate obvious they were not familiar with any of the listing, couldn't locate the gate pad, blocked me in the garage when there's 4 empty spaces.
Of course I apologized, explained my frustration that I had so many things I needed to do away from the home and felt this behavior was totally disrespectful.
As the Universe unfolds, they left without me laying eyes on them again.
A customer service rep had advised me awhile ago about adding such disclaimer.
I realize the hardship it would be on a guest to cancel with what they, as well as myself would consider such a silly technicality; so will probably just continue to deal with it as is.
A perfect example is today's check-in.
Stated they would arrive 7 pm.
I have been waiting 2 months for an item to arrive today and be on the shelves. Thus I'm thinking, I blew it, as it's an item in high demand during our coffee season.
Guest just wrote at 3:15, they will be here at 4 pm instead. Goodie for me that they changed the time, so I shall have the time to drive into town and pick it up this evening.
So, that works both ways in some cases.
Update on that guest: Texted me they had arrived, I asked them if they found the gate pad, can not...."where to we park?" Once again, I came out in time to see the woman attempting to force the gate open with her hands. I clap and yell "STOP!"
Forced her to locate the key pad which was quite difficult, then she had to get her cell phone out to read the code.
They are told to look at the listing picture #2 which clearly has the gate pole circled with proper parking displayed.
Thus, had I been gone, not sure what the condition of the gate would be, as they were totally clueless of my description of the solar lights, red reflectors posted on the pole, and probably would have screamed 'unable to enter property."
It's all a matter of timing, by the time I have the rooms and house ready by 4 pm, 1/2 the town is closed down.
I do Instant Bookings, so Airbnb provides the address. I have to have the gate code listed that they are also know informed upon booking, per Airbnb rules.
I did have a guest arrive, I went into town, came home to find the gate askew, room empty, and 5 messages from Airbnb stating the guest was denied access.
That went over like a lead balloon, as the message feed showed they had arrived, and were able to gain access to move their junk out. That was a mystery. I don't know why they left, don't care, but the fact remained that the gate code was documented, and they had already used it, so no refund.
Perhaps my only option is to just block more days out in order to do what I've gotta do.
I've turned the stove off at the main breaker, as it is stated what kitchen usage is limited to, and I refuse to run the dishwasher 3 times per day and at night because they all fill the dishwasher with one pan (none are dishwasher friendly), and I end up playing maid all day in order to provide a clean kitchen in the morning, as well as cleaning up all their spills and messes in my attempt to Tropical Pest Control on a daily basis.
My guests are total slobs, so I couldn't even imagine a baby coffee pot in their rooms.
As the Universe unfolds, I had two last minute IB yesterday, which I figured was a day off for me and was participating in a workshop online.
Both couples were totally awesome, good conversation and times were enjoyed by all.
I had been checking out Zillow that morning to throw in the towel; but I got what I needed....a breath of fresh air where 4 actual guests were able to act accordingly.
Regarding reviews:
I haven't sent this yet, but it was a host who booked using two different reservations, so I have the opportunity to vent a tad about her character.
Whatcha think?
As I stated in my review of Maria during her first night reservation, she was a delight to host, is a host herself, and quite acquainted with how Airbnb works.
Although her Public Review was wonderful, internally, she had grumbled to Airbnb and selected lower ratings for my listing. Accuracy......"A note about shared bathroom would be helpful." Well, that's on page one of the listing, and my reviews show there has been no problem. She did not have to share the bathroom her first night. She also gave me a lower rating for Value. I actually upgraded her to the ocean view room in order to be able to accommodate her two night stay at no additional charge. It was a last minute work related trip I was kind enough to accommodate, free upgrade, and once she receives reimbursement from her employer, the whole adventure was free. Quite disheartening to a host, as she stated she was well rested, enjoyed fresh baked goodies, etc., yet to find she had internally provided not so lovely stats to my listing knowing this is my business and sole source of income. I would still recommend Marie as a guest; but it's clear she was more focused on her last minute need to find accommodations, failing to peruse the first page of the listing stating shared bath; and ended up in a 'free' room with ocean view which apparently was not good enough. Oh Well.
Someone had suggested I tie balloons on their door or something to enable them to find their correct room, I keep looking for letters, numbers, something not too tacky to place on their doors, figured I'd look for a helium balloon machine and make pretty with name printed on it, or email "your room has the blue balloon" or whatever.......and then there ya go......another guest with a problem that began prior to the entering property.
I'm hoping I saved the gate.
Here was another funny, the first time Airbnb'ers this week who decided to have breakfast products for dinner; did give me a nice and relevant book upon check-out. I had seen him perusing my entry library, so he must've been deciding if it was appropriate.
Anyway, he had informed me I had the bathroom door knob on backwards and it wouldn't lock.
That was a 'my bad', which I fixed immediately.
4 guests had arrived late in the evening all at the same time. One immediately goes into bathroom, and somehow locked the door preventing entry upon his being done and closing the door. In my hurry of taking the whole doorknob off, I messed up. So, once again, had I not been home, 4 people without bathroom usage.
Another guest had written a private feedback regarding it would be nice to have a lock on the bathroom door. I figured he was too dumb to figure it out as they are from Australia, and different than the usual, so I made door hangers STOP and KNOCK.....since guests also refuse to "leave the bathroom door open, so others will know it's available."
Everyway I turn, they can't get it straight.
Now I can hear new guests on upper deck on phone without closing the screen doors, which is also stated guests are to do to keep the geckos and bugs out.
I wrote back to Airbnb asking what verbiage a host must use in house rules, since 'requesting or asking' is apparently not a rule......does it mean it has to be stated "Guests Must......"?
And either way, according to the case manager, if they break any house rules, host has to cancel, and forfeit future days stay even though they are not following "House Rules" required to read and agree to prior to booking.
Sounds like the bottom line is 'Let the Games Begin!" Guests can do as they like.
What a mess.
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Post by Mabel on Sept 1, 2017 4:07:13 GMT
its interesting that that has not been my experience, the one where I have to cancel a guest for not following rules, and then get penalized. I have always been able to have Airbnb to either cancel it themselves, or get the guest to cancel it, so I don't have to. Apparently subject to which agent you get on the phone.
I have instant book too, but I dont have my address number listed with the street name. I had it removed some years ago by an airbnb agent, explaining local security risks as the reason. Maybe they no longer allow that option. Either way, whenever someone instant books my place, they only get the street name, not the building number.
As for language used to assert rules, I always use "guests are required...". I used to use "i ask that guests...." or "house requests" instead of house rules. I figure the more certain the terms, the more binding they are.
I guess I am fortunate that my guests are never slobs. They are always very careful and courteous with the coffee makings, dishes etc. Perhaps because its a small place with me right next door, and also of course because the rules and info are so exhaustive. I was just told today though by the guest staying here at the moment, that her son told her that this is the best kind of place for her and her husband to choose, because the thorough rules and policies mean it's safe, clean and reliable. The place he wanted his mom in. I hear this all the time. It totally turns off the fly-by-night flakes and completely reassures the rest.
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