Post by High Priestess on Oct 6, 2015 6:04:19 GMT
Nancy asked on Oct 3 2015
temperture in the house
Does anyone have any recommendations on temperature settings in house. I live in Mill Valley and its Indian Summer. I have a 65 to 70 year old woman complaining about the heater not on all night. Too me this is expensive and ahuge waste of energy. I gave her a heater for her room and she wants the whole house upto 72 degrees. I dont want to do this! Im reasonable but this isnt a nursing home
Any suggestions. She is complaining about everything and staying 3 weeks and Im afraid to come home. She lives in san diego so i dont get it.thanks.
Tom:
Yikes! Those guests from Southern California!! Just kidding.
I had a guest from Asia that wanted the flat heated to 90 F. I giggled and said it would break my heater and take a week to reach that temperature (I have radiant heat). I brought down some throw blankets and told my guests to throw them in the dryer for a few minutes. Everything worked out. I even mentioned where the fancy stores were to buy sweaters and coats. Yes, they went shopping and came back really happy! I teased them that all their friends back home are going to be so jealous because you have a chance to wear a coat. We all had a laugh and I snapped a few group pictures of them.
I would raise it to 72 F and hope the complaining stopped. If not, I would ask myself 1 question, “How badly do I need the extra income?” If no, sit down with her and explain that it isn’t working out and you will help find her a new place. If yes, imagine a big treat to reward yourself for putting on a brave face! Good luck.
Nancy:
thank you tim very much for help
Keith:
My house is 70 during the day and 67 at night. I have down comforters on the beds. So far no complaints about temp.
But you should sit her down... If she's complaining about everything you need to set boundaries and explain the difference between airbnb and hotels and between shared listings Vs private accommodations. If she wants to enjoy the cost savings and hospitality of a shared listing she has to understand that she can't have everything the way she wants.
If she's unhappy you can work with her and airbnb to relocate her. Don't cancel... Talk to airbnb on the phone and explain the situation and make it clear the guest is inconsolable and needs to be relocated.
Nancy:
excellent advise. i like how you worded it precisely. this helped me alot.
Alison:
Give her a hot water bottle or two. Those things are great!
Peter:
Nancy, it sounds like your Guest is renting a room in your home. In that case, if you provided a heater for her room that heats it up to the temperature she likes, and the rest of the house is at a reasonably comfortable temperature for average people, I don't think it's reasonable for her to insist that you heat up the rest of the house to her required temperature. Imagine if a hotel guest asked the hotel to heat up the entire hotel to please one guest's demand. It seems to me that you have done what is reasonably and contractually required. You may wish to offer to heat up the rest of the house to her requirements for an additional fee to cover the extra energy costs.
Tom:
Very good points Peter.
Nancy:
thank you. she just slammed the door and walked out and said im not honest. under what circumstances can I request that AIRBNB block her review. I have ne ver had someone so angry in 3 years of hosting and it is truely my treasure chest.
Keith:
if you have her re-homed she wont get to review you--at least that's my understanding. You should immediately CALL CX ON THE PHONE and talk with someone about this situation. Make it clear that if they insist you let this person stay that they remove any negative review.. This person is clearly not suitable for AirBnB style travel.
Tom:
Ditto, find her another place. Get her to leave and refund the days she didn’t use. It is just not worth the headache.
Peter:
I've not heard of a case where Airbnb will do that, unfortunately. However, you will get a chance to respond to a negative review, which I certainly hope you will do. You may want to begin by documenting these incidences and your efforts in meeting her demands in a reasonable way. You may also want to describe these in your review about her as a red flag for other Hosts. It's unfortunate, but every Host needs to expect a nightmare Guest experience. I wouldn't lose much sleep over this, Nancy. This happens to all of us. What is surprising would be if you never encounter a problem Guest. One bad review will eventually dissolve away among the many positive ones you will get, and have gotten.
Peter:
PS I just realized that she has a 3 week booking. If she has just recently checked in, then I would agree with Tom and Keith about relocation. If she has only a few days before checking out, that may be another matter.
Nancy:
She did leave and slam the door and email the following-I have had to impose myself on her because you will not live up to your agreement to provide a clean room with heat and hospitality.....I have a $200 head to toe house cleaner and am the most down to earth kind appreciative person. I also took photos. If i refund her the remainder does this prevent her from a review? ....weird how its so upsetting to me. Is it because its so unkind and untrue???
Nancy:
Thanks Keith. I called airbnb 3 times during the course of her stay (which i dont like to do!!!) and ive been advised for a case manager who i understand hasnt reached me yet and most undoubtedly has bigger issues to solve. ;-(
Keith:
Keep calling this involves an ongoing booking and should have priority this guest is a problem and you need them removed.
I do believe they can't leave a review if they cancel or you have them re homed.
Nancy:
thank you Keith. I am so devoted to doing an amazing job so this has taken me for a serious loop. Im grateful for your response and recommendations. I dont like to bother anyone. I will keep trying...warmly. Nancy
Keith:
You can't win 'em all. In my many years I've had to contact CX about guests only twice. I consider myself lucky. you just have to deal with this one and move on.
Tom:
What a beautiful home you have! And your rates are so affordable!! I wouldn’t worry about the review she may or may not leave you. Personally, I’d not refund the cleaning fee but refund the days she didn’t stay according to your cancellation policy.
With over 150 reviews and what I assume to be all positive, I would not worry about it all all. You can, like Peter said, leave a response. However, think about the response. Be polite, be professional, and be to the point and state your reasons.
Really, my advice is not to give this another thought. Pour yourself a nice glass of wine and celebrate that she is out of your home.
Alison:
I might be inclined to just set the heater at 72.
Keith:
why does one guest get preference over anyone else in the house. over other guests.. over the host. offering a space heater for the bedroom is more than enough. one cant book a shared home listing and expect all those in the home to conform to their personal wishes. if they expect such compromise it would seem reasonable they would compromise as well. all this does is encourage this guest to cause the next host problems.
Tom:
I would have as well but since she was staying for 3 weeks; I think it was best for her to find another place. She sounded kind of pushy and cranky. No sense to suffer for so long a period. I know you are expecting me to say this Keith so I will come out and say it....”Nancy, I notice you have instant booking turned on. Did she book through instant booking?”
Alison:
Sure Keithif there are other guests in the house that is something to consider(are there), but if not I would just turn the hear down when she's gone. Guest gets preference over host because they are the guests, within reason. She also sounds a little nuts. Sometimes it's better to flex a little than draw a line in the sand I've found. Could be a long 3 weeks.
Keith:
Within reason. There's no reasonableness from this guest and it just trains the guest to complain to hosts until they get what they want.
Tom:
Nancy, this is why you should write a review and warn other hosts.
Alison:
Not really Keith. Did this guest have reviews Nancy? I would assume she has some good ones or you wouldn't book a3 week visit.
Nancy:
alison what do you mean. she left. she is an attorney and theatening me. intuitively her daughter is having a baby and would rather stay there. my house is 4years old and spotless with 2 cleaners a week and me daily.
Alison:
What kind of reviews did she have? Or was this her first Airbnb experience?
Nancy:
she has 3 and they are okay. "nice person". my view is a negative review is not viable a viable option. I will talk to case manager and see if Keith is right but its costing over $600 .
Keith:
Why is a negative review not an option. If she behaved this way with other hosts who said she's a "nice person" any of then could have saved you this pain. Why would you do the same to their next host.
Alison:
Right. "Threatened me with a lawsuit and left because I wouldn't set heat to 72" would do.
Nancy:
alison, thank you. i want to meet all of you! lmk when!
Nancy:
no i just turned instant booking on one room last nite. all these insights are tremendously helpful...i dont like negative reviews at all. it hurts business especially with winter approaching.
temperture in the house
Does anyone have any recommendations on temperature settings in house. I live in Mill Valley and its Indian Summer. I have a 65 to 70 year old woman complaining about the heater not on all night. Too me this is expensive and ahuge waste of energy. I gave her a heater for her room and she wants the whole house upto 72 degrees. I dont want to do this! Im reasonable but this isnt a nursing home
Any suggestions. She is complaining about everything and staying 3 weeks and Im afraid to come home. She lives in san diego so i dont get it.thanks.
Tom:
Yikes! Those guests from Southern California!! Just kidding.
I had a guest from Asia that wanted the flat heated to 90 F. I giggled and said it would break my heater and take a week to reach that temperature (I have radiant heat). I brought down some throw blankets and told my guests to throw them in the dryer for a few minutes. Everything worked out. I even mentioned where the fancy stores were to buy sweaters and coats. Yes, they went shopping and came back really happy! I teased them that all their friends back home are going to be so jealous because you have a chance to wear a coat. We all had a laugh and I snapped a few group pictures of them.I would raise it to 72 F and hope the complaining stopped. If not, I would ask myself 1 question, “How badly do I need the extra income?” If no, sit down with her and explain that it isn’t working out and you will help find her a new place. If yes, imagine a big treat to reward yourself for putting on a brave face! Good luck.
Nancy:
thank you tim very much for help
Keith:
My house is 70 during the day and 67 at night. I have down comforters on the beds. So far no complaints about temp.
But you should sit her down... If she's complaining about everything you need to set boundaries and explain the difference between airbnb and hotels and between shared listings Vs private accommodations. If she wants to enjoy the cost savings and hospitality of a shared listing she has to understand that she can't have everything the way she wants.
If she's unhappy you can work with her and airbnb to relocate her. Don't cancel... Talk to airbnb on the phone and explain the situation and make it clear the guest is inconsolable and needs to be relocated.
Nancy:
excellent advise. i like how you worded it precisely. this helped me alot.
Alison:
Give her a hot water bottle or two. Those things are great!
Peter:
Nancy, it sounds like your Guest is renting a room in your home. In that case, if you provided a heater for her room that heats it up to the temperature she likes, and the rest of the house is at a reasonably comfortable temperature for average people, I don't think it's reasonable for her to insist that you heat up the rest of the house to her required temperature. Imagine if a hotel guest asked the hotel to heat up the entire hotel to please one guest's demand. It seems to me that you have done what is reasonably and contractually required. You may wish to offer to heat up the rest of the house to her requirements for an additional fee to cover the extra energy costs.
Tom:
Very good points Peter.
Nancy:
thank you. she just slammed the door and walked out and said im not honest. under what circumstances can I request that AIRBNB block her review. I have ne ver had someone so angry in 3 years of hosting and it is truely my treasure chest.
Keith:
if you have her re-homed she wont get to review you--at least that's my understanding. You should immediately CALL CX ON THE PHONE and talk with someone about this situation. Make it clear that if they insist you let this person stay that they remove any negative review.. This person is clearly not suitable for AirBnB style travel.
Tom:
Ditto, find her another place. Get her to leave and refund the days she didn’t use. It is just not worth the headache.
Peter:
I've not heard of a case where Airbnb will do that, unfortunately. However, you will get a chance to respond to a negative review, which I certainly hope you will do. You may want to begin by documenting these incidences and your efforts in meeting her demands in a reasonable way. You may also want to describe these in your review about her as a red flag for other Hosts. It's unfortunate, but every Host needs to expect a nightmare Guest experience. I wouldn't lose much sleep over this, Nancy. This happens to all of us. What is surprising would be if you never encounter a problem Guest. One bad review will eventually dissolve away among the many positive ones you will get, and have gotten.
Peter:
PS I just realized that she has a 3 week booking. If she has just recently checked in, then I would agree with Tom and Keith about relocation. If she has only a few days before checking out, that may be another matter.
Nancy:
She did leave and slam the door and email the following-I have had to impose myself on her because you will not live up to your agreement to provide a clean room with heat and hospitality.....I have a $200 head to toe house cleaner and am the most down to earth kind appreciative person. I also took photos. If i refund her the remainder does this prevent her from a review? ....weird how its so upsetting to me. Is it because its so unkind and untrue???
Nancy:
Thanks Keith. I called airbnb 3 times during the course of her stay (which i dont like to do!!!) and ive been advised for a case manager who i understand hasnt reached me yet and most undoubtedly has bigger issues to solve. ;-(
Keith:
Keep calling this involves an ongoing booking and should have priority this guest is a problem and you need them removed.
I do believe they can't leave a review if they cancel or you have them re homed.
Nancy:
thank you Keith. I am so devoted to doing an amazing job so this has taken me for a serious loop. Im grateful for your response and recommendations. I dont like to bother anyone. I will keep trying...warmly. Nancy
Keith:
You can't win 'em all. In my many years I've had to contact CX about guests only twice. I consider myself lucky. you just have to deal with this one and move on.
Tom:
What a beautiful home you have! And your rates are so affordable!! I wouldn’t worry about the review she may or may not leave you. Personally, I’d not refund the cleaning fee but refund the days she didn’t stay according to your cancellation policy.
With over 150 reviews and what I assume to be all positive, I would not worry about it all all. You can, like Peter said, leave a response. However, think about the response. Be polite, be professional, and be to the point and state your reasons.
Really, my advice is not to give this another thought. Pour yourself a nice glass of wine and celebrate that she is out of your home.
Alison:
I might be inclined to just set the heater at 72.
Keith:
why does one guest get preference over anyone else in the house. over other guests.. over the host. offering a space heater for the bedroom is more than enough. one cant book a shared home listing and expect all those in the home to conform to their personal wishes. if they expect such compromise it would seem reasonable they would compromise as well. all this does is encourage this guest to cause the next host problems.
Tom:
I would have as well but since she was staying for 3 weeks; I think it was best for her to find another place. She sounded kind of pushy and cranky. No sense to suffer for so long a period. I know you are expecting me to say this Keith so I will come out and say it....”Nancy, I notice you have instant booking turned on. Did she book through instant booking?”
Alison:
Sure Keithif there are other guests in the house that is something to consider(are there), but if not I would just turn the hear down when she's gone. Guest gets preference over host because they are the guests, within reason. She also sounds a little nuts. Sometimes it's better to flex a little than draw a line in the sand I've found. Could be a long 3 weeks.
Keith:
Within reason. There's no reasonableness from this guest and it just trains the guest to complain to hosts until they get what they want.
Tom:
Nancy, this is why you should write a review and warn other hosts.
Alison:
Not really Keith. Did this guest have reviews Nancy? I would assume she has some good ones or you wouldn't book a3 week visit.
Nancy:
alison what do you mean. she left. she is an attorney and theatening me. intuitively her daughter is having a baby and would rather stay there. my house is 4years old and spotless with 2 cleaners a week and me daily.
Alison:
What kind of reviews did she have? Or was this her first Airbnb experience?
Nancy:
she has 3 and they are okay. "nice person". my view is a negative review is not viable a viable option. I will talk to case manager and see if Keith is right but its costing over $600 .
Keith:
Why is a negative review not an option. If she behaved this way with other hosts who said she's a "nice person" any of then could have saved you this pain. Why would you do the same to their next host.
Alison:
Right. "Threatened me with a lawsuit and left because I wouldn't set heat to 72" would do.
Nancy:
alison, thank you. i want to meet all of you! lmk when!
Nancy:
no i just turned instant booking on one room last nite. all these insights are tremendously helpful...i dont like negative reviews at all. it hurts business especially with winter approaching.