Post by High Priestess on Oct 13, 2015 21:53:02 GMT
Dhaval and Namrata shared on Oct 13 2015
High Maintenance Guests
I had a guy who booked my listing and wanted to cancel it after 15 mins. When I told him he wouldn't be eligible for a refund because of the cancellation policy he seemed fine and came to stay with us anyway. When he checked in I was showing him around the kitchen and I mentioned we provide some breakfast goodies like juice/smoothies, some fruits and bagels. He didn't seem satisfied with that (even though we don't have breakfast mentioned in our listing) and went ahead to ask me if we also provide eggs or something heavier. Now in order to be nice and hope to satisfy him I got the sesame bagels he requested. He even ate them every morning and evening. The same guy seemed to have a problem that we have two bathrooms which are shared with at most 2 people in the 2nd bedroom even though it is clearly mentioned in the listing. Also, the day of his check in I made sure that both bathrooms were clean. I even cleaned them through their stay since both set of guests were staying for 2 days and it was a weekend.
During the stay I made sure to ask him if he needed anything else or if there was any thing I could do to make his stay more comfortable and he was totally fine and always replied that he was good with a smile. Now when he sent his review, he dinged me on location, value, cleanliness and overall experience. I seriously don't get how you can get any cheaper than USD 54 for a weekend in a big city like Toronto. Plus I offered him his favourite kind of bagels and some fruits as an extra perk. Based on his replies that he was comfortable I thought he was good but I guess he was just putting on a fake smile everyday. Even in his feedback he doesn't mention anything why he felt cleanliness and value did not meet his standards.
I wish there was a way to rate guests based on high maintenance. I have had a few other high maintenance guests before too. One was a model so I am not going to accept models anymore. Another was a couple with a small dog who booked at the last minute and I let them in even when my listing doesn't allow pets but we were ok with a dog since we have one already in the house. Another couple was too nosy and wanted to know how much everything cost us from our house to our utility bills etc.
Salvia (salvia)
Due to his failed attempt to cancel he probably felt that his trip was spoiled no matter what you did. Perception of value and cleanliness is highly individual and not based on "logic" I understand your frustration, this behaviour happens a lot...
Dhaval and Namrata:
Thanks Salvia. I wonder if there is something I can do to alert other hosts about such guests. It seems like when it comes to screening guests Airbnb isn't as transparent perhaps because they always want to maximize bookings and they would rather hide the cleanliness, house rules ratings we give these guests?
Another thing I forgot to mention that I even let him check in at 11 am, although check in is 3 pm. It's definitely not worth going through all this trouble for such guests.
Jamie:
Lower your cancelation policy. Mine is flexible. Especially if the want to change it after 15 minutes. It was not like the hour before they arrive. Keeps life a little stress free and happy.
Dhaval and Namrata:
I don't want to keep it flexible since that means you could put in the effort to clean the room and customize to the guests stay but there is no pay off in the end. I actually changed my policy from moderate to strict when this happened.
Scott & Sherryn:
keep your strict cancellation policy, but give the refund after 15 minutes. A strict policy then leaves it up to your discretion, just be sure to get them to cancel not you. Stop letting them treat you like a doormat.
Dhaval and Namrata
Thanks for the advice! How do I refund them if I don't cancel the booking? Does Airbnb handle it?
Frank
Sorry to have to say this but if you are going to be so uncooperative with your cancellation policy you are setting yourself up for more situations like this. You have effectively created a negative impression before your guests arrive. I have over 20 years experience in the hotel business and I can assure you that there is not a good hotel in the world that would not cancel a booking after 15 minutes. I am also amazed that you will not accept any more models because you deemed one "high maintenance". Do you ask their profession before you accept their booking? Remember who the customer is would be my advice.
Zacharias:
Lesson learned. You give some people an inch and they take a yard. Next time just repeat the rules as you told them to us...you dont offer breakfast. If he was going to give you a ding on your review there was no sense in going out of your way. Those people are lost causes no matter how hard you attempt to please them. It has nothing to do with you.
Mig (mig)
I agree with Zacharias, you have made a rod for your own back. There is no point in having rules if you are just going to capitulate at the slightest request. There is an excellent article about Door Mat hosts and how to avoid becoming one in the new host group. Head over there and read it is my advice to you.
globalhosting.freeforums.net/thread/39/doormat-syndrome-post-andrew
High Maintenance Guests
I had a guy who booked my listing and wanted to cancel it after 15 mins. When I told him he wouldn't be eligible for a refund because of the cancellation policy he seemed fine and came to stay with us anyway. When he checked in I was showing him around the kitchen and I mentioned we provide some breakfast goodies like juice/smoothies, some fruits and bagels. He didn't seem satisfied with that (even though we don't have breakfast mentioned in our listing) and went ahead to ask me if we also provide eggs or something heavier. Now in order to be nice and hope to satisfy him I got the sesame bagels he requested. He even ate them every morning and evening. The same guy seemed to have a problem that we have two bathrooms which are shared with at most 2 people in the 2nd bedroom even though it is clearly mentioned in the listing. Also, the day of his check in I made sure that both bathrooms were clean. I even cleaned them through their stay since both set of guests were staying for 2 days and it was a weekend.
During the stay I made sure to ask him if he needed anything else or if there was any thing I could do to make his stay more comfortable and he was totally fine and always replied that he was good with a smile. Now when he sent his review, he dinged me on location, value, cleanliness and overall experience. I seriously don't get how you can get any cheaper than USD 54 for a weekend in a big city like Toronto. Plus I offered him his favourite kind of bagels and some fruits as an extra perk. Based on his replies that he was comfortable I thought he was good but I guess he was just putting on a fake smile everyday. Even in his feedback he doesn't mention anything why he felt cleanliness and value did not meet his standards.
I wish there was a way to rate guests based on high maintenance. I have had a few other high maintenance guests before too. One was a model so I am not going to accept models anymore. Another was a couple with a small dog who booked at the last minute and I let them in even when my listing doesn't allow pets but we were ok with a dog since we have one already in the house. Another couple was too nosy and wanted to know how much everything cost us from our house to our utility bills etc.
Salvia (salvia)
Due to his failed attempt to cancel he probably felt that his trip was spoiled no matter what you did. Perception of value and cleanliness is highly individual and not based on "logic" I understand your frustration, this behaviour happens a lot...
Dhaval and Namrata:
Thanks Salvia. I wonder if there is something I can do to alert other hosts about such guests. It seems like when it comes to screening guests Airbnb isn't as transparent perhaps because they always want to maximize bookings and they would rather hide the cleanliness, house rules ratings we give these guests?
Another thing I forgot to mention that I even let him check in at 11 am, although check in is 3 pm. It's definitely not worth going through all this trouble for such guests.
Jamie:
Lower your cancelation policy. Mine is flexible. Especially if the want to change it after 15 minutes. It was not like the hour before they arrive. Keeps life a little stress free and happy.
Dhaval and Namrata:
I don't want to keep it flexible since that means you could put in the effort to clean the room and customize to the guests stay but there is no pay off in the end. I actually changed my policy from moderate to strict when this happened.
Scott & Sherryn:
keep your strict cancellation policy, but give the refund after 15 minutes. A strict policy then leaves it up to your discretion, just be sure to get them to cancel not you. Stop letting them treat you like a doormat.
Dhaval and Namrata
Thanks for the advice! How do I refund them if I don't cancel the booking? Does Airbnb handle it?
Frank
Sorry to have to say this but if you are going to be so uncooperative with your cancellation policy you are setting yourself up for more situations like this. You have effectively created a negative impression before your guests arrive. I have over 20 years experience in the hotel business and I can assure you that there is not a good hotel in the world that would not cancel a booking after 15 minutes. I am also amazed that you will not accept any more models because you deemed one "high maintenance". Do you ask their profession before you accept their booking? Remember who the customer is would be my advice.
Zacharias:
Lesson learned. You give some people an inch and they take a yard. Next time just repeat the rules as you told them to us...you dont offer breakfast. If he was going to give you a ding on your review there was no sense in going out of your way. Those people are lost causes no matter how hard you attempt to please them. It has nothing to do with you.
Mig (mig)
I agree with Zacharias, you have made a rod for your own back. There is no point in having rules if you are just going to capitulate at the slightest request. There is an excellent article about Door Mat hosts and how to avoid becoming one in the new host group. Head over there and read it is my advice to you.
globalhosting.freeforums.net/thread/39/doormat-syndrome-post-andrew