Post by High Priestess on Oct 6, 2015 14:21:34 GMT
Joan shared in October 2015
First bad experience
We Just started renting our guest cottage last month. The response has been great and we've met some wonderful people and are are really enjoying this. This last weekend we rented to a couple and their parents. Prior to their stay they asked about vegetarian restaurant suggestions which I provided them with. At 10:30 pm the night before their arrival the next day they messaged and said they just realized our guest cottage doesn't have a microwave and that his parents are strict vegetarians and don't eat out. I said our place isn't set up for dining - there's no microwave and no place to sit and eat (our listing and photos are very clear about this). I offered that they could cancel with no fees from me and offered to help them find a hotel where they could warm up food. They said they'd work it out. They checked out the next morning and when we went out to clean up, the entire place smelled so strongly of Indian food we had to wash everything right down to the mattress pad covers - including quilts and blankets that had food stains on them. I really don't know how I could have avoided this or if I can avoid it in the future. I don't want to be off putting by reminding each guest that we don't really expect people to be dining in our guest cottage. Has anyone ever had an experience like this? (I really feel that our place was not the best fit for them considering they don't eat in restaurants and that they needed something with a kitchen) Any suggestions or tips on how to handle things like this? I'm dreading writing a review for this guest as I don't want to offend him. Thanks in advance.
Queenie & Ted:
You should have cancelled them. They clearly wanted amenities that were not available in your listing. I'm sure airbnb would have sided with you.
For the future, as soon as you see a bad fit, let the booking go. Guests do not 'make do'. They make themselves at home so when your listing and their desires clash, your listing loses.
For their review, I would say something like " GuestX requires a kitchen. As my cottage does not have one, I was disappointed to find at checkout that they had prepared very pungent dishes that left odors and stains everywhere including the bedding."
Andrew:
Considering the heavy penalties that Airbnb imposes upon hosts who cancel, I can understand why one wouldn't do so in this situation. Airbnb may back you up and nullify the booking penalty-free if it's booked with incorrect information (such as the wrong number of guests), but if it's just something like the guest having high-maintenance food requirements, I think you're on your own.
First order of business: the listing should be updated to clarify that it is not suitable for self-catering. Although it doesn't have Kitchen checked as an amenity or portray one in the photos, the fact is that many guests who choose an Entire Home listing in a rural location assume (and not without reason) that they will be self-catering in some way. That doesn't mean you're obliged to provide a microwave or range (though it would be an excellent upgrade if you could). It does mean that guests bringing their own food into the property is an inevitability you'll have to be prepared for. Stains on the sheets are certainly undesirable. Your listing says you provide a refrigerator, so it would make sense to provide a table and chairs for people to eat the food they put in that refrigerator or bring home from takeout. Try to visualize the cabin from the perspective of a guest on a budget, who doesn't wish to eat every single meal at a restaurant, and work backward from there to figure out how you can make the property more suitable.
There will be limitations to what you can do - it's not like you can add extra wings to the cabin to make a designer kitchen. So be sure to include text in the listing that clearly communicates the limitations. If you need guests to be 100% reliant on restaurant meals, that should be spelled out in plain terms.
While the smell of takeout food sounds like an annoyance for you, it was probably on par with the guests' discomfort with eating lukewarm packaged food in their beds. If there wasn't a specific rule against eating/bringing food into the home, I wouldn't mention that in the review at all.
Kim:
I would mention they ate in the beds and stained the linen. That is not normal wear and tear. But on the other hand where do you expect guests to eat if there is not a table and chairs for them to use? And I agree, entire places people will assume they can cook for themselves, so you need to make that very clear they must eat out all meals and snacks, no food in the cabin if that is how you feel. I also discourage hosts to offer full refunds the night before check in. It makes it so much more difficult for us who actually use our refund policy when guests are used to getting their money back.
Caroline:
I agree with the comments by Andrew and Kim. The key point is that a guest renting an entire place would reasonably expect to prepare a simple meal and be able to sit down and enjoy it. As you have 2 bedrooms and don't let them separately I wonder if you would consider creating a kitchenette in that space and have a fold away second bed instead. If your market is mainly couples that is what I would do.
Jackie:
I don't let guests use my kitchen, but I do let them bring in take-aways and use the dining room and plates etc. I think you have to allow some eating area.
Joan:
Thank you for the feedback!
There really is nowhere to put a table & chairs - the place is simply too small. If we were to provide a fold away bed, the table & chairs would have to be taken out of the cottage in order to use the bed. All that being said, we really didn't intend for our rental to be used for dining. Based on your feedback, I think I need to strengthen by description and go beyond the wording that it doesn't have a kitchen or microwave. Maybe something like "Our guest cottage does not have a kitchen or microwave and is not set up for in house dining. We do have plenty of wonderful restaurants in the area and we're happy to share a list of our favorites with you!" I realize that this may deter some guests, but we're ok with that.
Thanks again for your feedback!!
Sheryl:
I read your listing and neither the house rules or any other text expressly prohibit eating in the space. The guests were wrong to make a mess of your linens. But your hosting provisions have to take guest needs into account. And guests eat!
I suggest a house rule prohibiting food in the bedrooms (see mine) and a set ot "tv trays" covered with plastic placemats. Guests can use them to have a light snack. If you also provide paper plates, plastic flatware and paper towels, they are less likely to make a mess than if they are sitting on the bed eating out of a takeout container with their fingers!
It is my impression that you really don't want anyone eating there at all. But most travelers snack or eat food from local eateries on the go. And some of that is bound to happen in your space.
If, on the other hand, you are firm in a "no eating" position, you must state this clearly in several places throughout your listing. It takes lots of reinforcement to convey information to guests.
Deborah:
One point that hasn't arisen here yet, is the issue of max # of guests, which as I look at your listing, connects to the issue you mention of lack of space for table and chairs. You say that the cottage is small, too small for table and chairs. Yet it is a 2 bedroom cottage with room for 4 guests. If this were my cottage, I would change it from a 2 bedroom cottage with no kitchen or table and chairs, with space for 4 guests, to a 1 bedroom cottage (perhaps with additional air mattress or sofabed) with a kitchen and dining table and chairs. I would make the 2nd bedroom into either a full kitchen, or a kitchenette, with a dining table and chairs. I would think this would be much more useful than a 2nd bedroom. I don't think it is convenient for guests to eat all meals out. Some meals perhaps, but not all, and definitely some type of table and chairs are needed. You can easily change a bedroom to a "kitchenette" by just putting a refrigerator, microwave, and toaster oven in there. If you can add a sink (not hard -- just run pipes around outside of cottage from the bathroom -- I do home repair work and have built small kitchens from scratch, changed a dining room to a kitchen, etc) that would be great. You don't need a stove but having that as well would be perfect.
Overall, I think your cottage would actually be more popular to guests and more profitable, if it had at least the kitchenette and dining area, as opposed to 2 bedrooms. Even if you changed it to 2 guests max instead of 4, I think you'd do better.
ALso, I think one takes fewer risks when having 2 guests as opposed to 4. I think the more people in the party, the more potential for messes and problems, particularly if they are crowding into a space that doesn't really suit them.
Joan:
Thanks for your comments and tips. We've thought about adding in a small kitchen area in one of the rooms, but we need to preserve sleeping space as we have lots of family come visit us in the summer and we need the beds. We close the cottage during the winter and may re-evaluate the configuration before we re-open next spring. I do agree that having 2 guests instead of 4 is less work (laundry wise especially).
Andrew:
I'd personally have the same inclination as Deborah. Mostly because my first criterion for my listings is - would I enjoy being a guest here myself?
Several times a year, I rent small cabins similar to yours for brief excursions in the countryside with a friend or two. Nothing posh, just a simple and affordable base for outdoor activities. Only problem with that is, you're never guaranteed nice weather here in Northern Europe, and every single time I've taken a trip into the countryside, I've gotten at least one full day of heavy rain. I never think much about this when booking, but it always turns out to be very important for the cottage to contain a pleasant space to hang out and while away the time during inclement weather and after sunset. It doesn't take much, really - a card table, some comfy chairs, and a heater are all you need in good company. But when the only space available to hang out is in bed - well, even for couples, that's only fun during a certain phase of the relationship.
Another thing is, relying on restaurants for all of one's meals is perfectly fine for guests with big budgets staying for just a night or two. But when you hit the slow season, it might hinder your ability to take longer bookings. (Though perhaps you're happy to be a high-season-only host - that works out perfectly well for lots of people!)
First bad experience
We Just started renting our guest cottage last month. The response has been great and we've met some wonderful people and are are really enjoying this. This last weekend we rented to a couple and their parents. Prior to their stay they asked about vegetarian restaurant suggestions which I provided them with. At 10:30 pm the night before their arrival the next day they messaged and said they just realized our guest cottage doesn't have a microwave and that his parents are strict vegetarians and don't eat out. I said our place isn't set up for dining - there's no microwave and no place to sit and eat (our listing and photos are very clear about this). I offered that they could cancel with no fees from me and offered to help them find a hotel where they could warm up food. They said they'd work it out. They checked out the next morning and when we went out to clean up, the entire place smelled so strongly of Indian food we had to wash everything right down to the mattress pad covers - including quilts and blankets that had food stains on them. I really don't know how I could have avoided this or if I can avoid it in the future. I don't want to be off putting by reminding each guest that we don't really expect people to be dining in our guest cottage. Has anyone ever had an experience like this? (I really feel that our place was not the best fit for them considering they don't eat in restaurants and that they needed something with a kitchen) Any suggestions or tips on how to handle things like this? I'm dreading writing a review for this guest as I don't want to offend him. Thanks in advance.
Queenie & Ted:
You should have cancelled them. They clearly wanted amenities that were not available in your listing. I'm sure airbnb would have sided with you.
For the future, as soon as you see a bad fit, let the booking go. Guests do not 'make do'. They make themselves at home so when your listing and their desires clash, your listing loses.
For their review, I would say something like " GuestX requires a kitchen. As my cottage does not have one, I was disappointed to find at checkout that they had prepared very pungent dishes that left odors and stains everywhere including the bedding."
Andrew:
Considering the heavy penalties that Airbnb imposes upon hosts who cancel, I can understand why one wouldn't do so in this situation. Airbnb may back you up and nullify the booking penalty-free if it's booked with incorrect information (such as the wrong number of guests), but if it's just something like the guest having high-maintenance food requirements, I think you're on your own.
First order of business: the listing should be updated to clarify that it is not suitable for self-catering. Although it doesn't have Kitchen checked as an amenity or portray one in the photos, the fact is that many guests who choose an Entire Home listing in a rural location assume (and not without reason) that they will be self-catering in some way. That doesn't mean you're obliged to provide a microwave or range (though it would be an excellent upgrade if you could). It does mean that guests bringing their own food into the property is an inevitability you'll have to be prepared for. Stains on the sheets are certainly undesirable. Your listing says you provide a refrigerator, so it would make sense to provide a table and chairs for people to eat the food they put in that refrigerator or bring home from takeout. Try to visualize the cabin from the perspective of a guest on a budget, who doesn't wish to eat every single meal at a restaurant, and work backward from there to figure out how you can make the property more suitable.
There will be limitations to what you can do - it's not like you can add extra wings to the cabin to make a designer kitchen. So be sure to include text in the listing that clearly communicates the limitations. If you need guests to be 100% reliant on restaurant meals, that should be spelled out in plain terms.
While the smell of takeout food sounds like an annoyance for you, it was probably on par with the guests' discomfort with eating lukewarm packaged food in their beds. If there wasn't a specific rule against eating/bringing food into the home, I wouldn't mention that in the review at all.
Kim:
I would mention they ate in the beds and stained the linen. That is not normal wear and tear. But on the other hand where do you expect guests to eat if there is not a table and chairs for them to use? And I agree, entire places people will assume they can cook for themselves, so you need to make that very clear they must eat out all meals and snacks, no food in the cabin if that is how you feel. I also discourage hosts to offer full refunds the night before check in. It makes it so much more difficult for us who actually use our refund policy when guests are used to getting their money back.
Caroline:
I agree with the comments by Andrew and Kim. The key point is that a guest renting an entire place would reasonably expect to prepare a simple meal and be able to sit down and enjoy it. As you have 2 bedrooms and don't let them separately I wonder if you would consider creating a kitchenette in that space and have a fold away second bed instead. If your market is mainly couples that is what I would do.
Jackie:
I don't let guests use my kitchen, but I do let them bring in take-aways and use the dining room and plates etc. I think you have to allow some eating area.
Joan:
Thank you for the feedback!
There really is nowhere to put a table & chairs - the place is simply too small. If we were to provide a fold away bed, the table & chairs would have to be taken out of the cottage in order to use the bed. All that being said, we really didn't intend for our rental to be used for dining. Based on your feedback, I think I need to strengthen by description and go beyond the wording that it doesn't have a kitchen or microwave. Maybe something like "Our guest cottage does not have a kitchen or microwave and is not set up for in house dining. We do have plenty of wonderful restaurants in the area and we're happy to share a list of our favorites with you!" I realize that this may deter some guests, but we're ok with that.
Thanks again for your feedback!!
Sheryl:
I read your listing and neither the house rules or any other text expressly prohibit eating in the space. The guests were wrong to make a mess of your linens. But your hosting provisions have to take guest needs into account. And guests eat!
I suggest a house rule prohibiting food in the bedrooms (see mine) and a set ot "tv trays" covered with plastic placemats. Guests can use them to have a light snack. If you also provide paper plates, plastic flatware and paper towels, they are less likely to make a mess than if they are sitting on the bed eating out of a takeout container with their fingers!It is my impression that you really don't want anyone eating there at all. But most travelers snack or eat food from local eateries on the go. And some of that is bound to happen in your space.
If, on the other hand, you are firm in a "no eating" position, you must state this clearly in several places throughout your listing. It takes lots of reinforcement to convey information to guests.
Deborah:
One point that hasn't arisen here yet, is the issue of max # of guests, which as I look at your listing, connects to the issue you mention of lack of space for table and chairs. You say that the cottage is small, too small for table and chairs. Yet it is a 2 bedroom cottage with room for 4 guests. If this were my cottage, I would change it from a 2 bedroom cottage with no kitchen or table and chairs, with space for 4 guests, to a 1 bedroom cottage (perhaps with additional air mattress or sofabed) with a kitchen and dining table and chairs. I would make the 2nd bedroom into either a full kitchen, or a kitchenette, with a dining table and chairs. I would think this would be much more useful than a 2nd bedroom. I don't think it is convenient for guests to eat all meals out. Some meals perhaps, but not all, and definitely some type of table and chairs are needed. You can easily change a bedroom to a "kitchenette" by just putting a refrigerator, microwave, and toaster oven in there. If you can add a sink (not hard -- just run pipes around outside of cottage from the bathroom -- I do home repair work and have built small kitchens from scratch, changed a dining room to a kitchen, etc) that would be great. You don't need a stove but having that as well would be perfect.
Overall, I think your cottage would actually be more popular to guests and more profitable, if it had at least the kitchenette and dining area, as opposed to 2 bedrooms. Even if you changed it to 2 guests max instead of 4, I think you'd do better.
ALso, I think one takes fewer risks when having 2 guests as opposed to 4. I think the more people in the party, the more potential for messes and problems, particularly if they are crowding into a space that doesn't really suit them.
Joan:
Thanks for your comments and tips. We've thought about adding in a small kitchen area in one of the rooms, but we need to preserve sleeping space as we have lots of family come visit us in the summer and we need the beds. We close the cottage during the winter and may re-evaluate the configuration before we re-open next spring. I do agree that having 2 guests instead of 4 is less work (laundry wise especially).
Andrew:
I'd personally have the same inclination as Deborah. Mostly because my first criterion for my listings is - would I enjoy being a guest here myself?
Several times a year, I rent small cabins similar to yours for brief excursions in the countryside with a friend or two. Nothing posh, just a simple and affordable base for outdoor activities. Only problem with that is, you're never guaranteed nice weather here in Northern Europe, and every single time I've taken a trip into the countryside, I've gotten at least one full day of heavy rain. I never think much about this when booking, but it always turns out to be very important for the cottage to contain a pleasant space to hang out and while away the time during inclement weather and after sunset. It doesn't take much, really - a card table, some comfy chairs, and a heater are all you need in good company. But when the only space available to hang out is in bed - well, even for couples, that's only fun during a certain phase of the relationship.
Another thing is, relying on restaurants for all of one's meals is perfectly fine for guests with big budgets staying for just a night or two. But when you hit the slow season, it might hinder your ability to take longer bookings. (Though perhaps you're happy to be a high-season-only host - that works out perfectly well for lots of people!)