Post by High Priestess on Dec 18, 2015 18:25:20 GMT
Ernest shared Dec 18 2015
Some people are incredibly selfish, dishonest and rude.
Here is a recent exchange I had with a guest who ended up canceling via Airbnb only after I sent an altered reservation to reflect the fact that she would have had two people in her party rather than the one that she booked for. Bear with me because the exchange is rather long:
Hi Ernie,
I'm looking to stay at your airbnb room over the weekend. May I ask if the private room has its own private bathroom? Or will we be sharing the bathroom with the rest of the residents?
Thank you!
Annette
Hi Annette,
This language is taken directly from the listing: "This listing is for a private room in a shared property. All listed rooms share a spacious, meticulously clean and luxurious bathroom.
Guests have access to the dining and living rooms in addition to the half bathroom located next to the kitchen."
Hope that helps,
Ernie Thayer
Guest then booked the room for one guest via instant book.
Hi Annette,
Just confirming that the reservation is for one person. Otherwise, we'll need to modify the booking.
Cheers, Ernie Thayer
Hi Annette,
We are looking forward to hosting you in our home! For the comfort and enjoyment of all guests (yourself included) and, so that there are absolutely no surprises, we ask that you read through the listing in its entirety (including the house rules, house manual and other things to note sections). We will presume that you and your guest (if applicable) have both read this prior to your arrival.
All information regarding permitted check-in times is available in the house rules. So that we can be prepared to greet you, please advise us of your anticipated time of arrival (such as 4-5pm or 5-6pm). If you don't let us know of your anticipated time of arrival at least 24 hours in advance, we cannot guarantee that we will be available to receive you at your preferred time, however, we will do our absolute best to accommodate you. Please be mindful of the fees associated with early/late check-ins which are strictly enforced and check the itinerary sent to you, via Airbnb, upon confirmation of your booking for the address of the property. Directions to the property from SFO are also listed on the itinerary.
Additionally, we offer drop-off and pick-up from the airport for a modest fee. Please refer to the house rules for more details. We also offer luggage storage before check-in and after check-out for a modest fee. Please refer to the hues rules for more details.
Free, unrestricted parking is available throughout the neighborhood on Uranus, Saturn, Lower Terrace, and 17th Streets to name a few. Roosevelt Way has free parking limited to 2 hours Monday - Friday. Be sure to observe the street cleaning days, which will be clearly marked on the street signs.
My son, Josh, assists with the management of the property. He should be your primary contact and will likely be the one to greet you upon arrival. If you have any other questions not addressed in the house rules and manual, please contact him via Airbnb messaging as he also has access to this message thread. In cases of emergency, you may reach him via mobile phone at (xxx-xxxx). Please keep all non-emergency communications here in the Airbnb messaging such that these messages are available for easy reference.
One last thing: the doorbell works even though it cannot be heard outside: it need be rung only once to alert us of your arrival. It is a large property; it may take a few moments for us to reach the front door. Your patience is appreciated.
Cheers,
Ernie Thayer
No reply from guest until less than 24 hours before her check-in.
Hi Ernie,
Thank you for your messages. Unfortunately, we will have to cancel our booking. Our dog's pet sitter cancelled on us last minute and I understand that your listing is not pet friendly.
I'm aware of your cancellation policy but any amount of partial refund would be much appreciated. I'm very sorry for the inconvenience caused. Please let me know what you can do.
Look forward to hearing from you,
Annette
Hi Ernest,
I was really looking forward to spending the weekend on your property. It is so unfortunate how this had to turn out!
Annette
Hi Annette,
I'm sorry to hear that. Hope to see you next time.
Cheers,
Ernie Thayer
Hi Ernest,
Thanks for getting back to me so quickly. And yes, I do hope to see you
next time!
Would you be willing to issue a partial refund? It is an unfortunate
emergency and I would have committed to my reservation if it was a pet
friendly listing.
Thanks,
Annette
Hi Annette,
We feel it is best to honor the terms of the agreement. I'm sure you do as well.
Cheers,
Ernie Thayer
Hi Ernie,
I understand that. I have had similar experiences in the past and the property owners were understanding of the circumstances. In light of our agreement, I will be sure to write an objective review about your kind communications since my reservation.
Annette
Hi Ernie,
Under these urgent circumstances, I cannot leave my dog at home unattended. In the past, I've had previous hosts have been more understanding. It would have been nice and an incentive to return if you could understand that even a partial refund would mean a lot, considering I am a graduate student coming to SF for research.
If you disagree, then I can write an objective review for you in light of
our terms.
Thank you,
Annette
Hi Annette,
Although I sympathize with your dilemma, I don't feel it equitable or reasonable for me to waive the terms to which both parties agreed. This is so particularly in light of the fact that your "urgent circumstances" were foreseeable and as such were a risk that you accepted. I did not accept such a risk.
Prior to booking you were on notice of and fully aware of the cancellation policy. Now you are, for a third time, asking me to bear the burden of your "urgent circumstances," rather than accepting responsibility yourself.
Moreover, you have used language that can reasonably be inferred to malign my character such as "I've had previous hosts have been more understanding." What one can take from such a statement is that because I have decided to honor the terms of our contract, you are inferring that I am being unreasonable or unfair. This is offensive, rude and uncalled for.
You then resort to extortion by stating that if I do not issue you a partial refund then you will write a review that somehow disparages my my character and/or my business. Extortion of this type is in direct violation of Airbnb policy quoted here: "Guests are not allowed to threaten to use reviews or ratings in an attempt to force a host to provide refunds, additional compensation, or a reciprocal positive review." Therefore, if you leave a review I will have it removed.
Lastly, I would like to point out that until you threatened me and insulted my character, I was nothing but polite and professional with you in all of our communications, responding thoroughly and quickly. The same cannot be said of you. You ignored my two messages, not having the basic courtesy of even a brief response. It seems by outward appearances that you tried to take advantage of me by booking the room for only one person when, by the language you used in your message, you indicated that there would be two people, which would have been an additional $60 booking fee.
Cheers,
Ernie Thayer
It was at this time that I sent the altered reservation request because the guest had not cancelled the reservation and I believed she had intended there to have been two guests in her party as the language she used, "we," and "our," gave this impression.
Some people I tell you! It looks as though she uses her last minute cancellation by the dog sitter regularly when she says, "I have had similar experiences in the past and the property owners were understanding of the circumstances." Well, I am understanding and sympathetic if, in fact, the dog sitter did cancel but that does not mean that I should bear the financial burden of her circumstances. She could have boarded the dog, she could have chosen a listing in SF that permitted pets or one that had a different cancellation policy. She did not choose these options.
Clare
Yes, sounds like a scam set up to me.
QUeenie and Ted
My dog sitter is unavailable" is not an urgent situation! When I travel, I make arrangements for our dogs the same way I would for young children - have a plan A, B and C.
You were very patient with her/them.
And thanks for sticking to your cancellation policy! It really irritates me when hosts choose Moderate or Strict policies but are Flexible when a refund is requested.
Ernest
As a lawyer, I firmly believe in clear and properly enforced terms. They make society easier to navigate for all.
Ernest
I find it amusing that she has only one review despite the fact that "In the past, I've had previous hosts have been more understanding." Apparently she's only kept one booking and cancelled several!
Rhonda
Giggles at Ernest, 'As a lawyer', you are just finding out that 'Some people are incredibly selfish, dishonest, and rude'? Say it isn't so.
Donna
Thanks for sharing this Ernest. I want to say I really appreciate your contributions here.
Ernest
You're welcome and thank you! I'm happy to share and also learn. I will sorely miss these forums when we are stripped of them by big brother.
Michele
Yes. Thank you Ernest for sharing.
Bekah and Brian
Man, that was one ballsy rude guest. I'm so glad you stuck to your policy. Good on you.
Ernest
Do you find my replies to her rude in any way? I strive to retain my composure by not returning rude messages despite my desire to cuss her out. It is always an exercise in patience, I tell you.
Ed & Hugh
We have this language in our listing and communicate it to all guests. That way, if they have to cancel, I refer them to their insurance company. If they chose not to buy insurance after having it recommended, it then becomes a bit awkward on their part for them to ask us to accept a loss, that they were unwilling to insure against: "Airbnb recommends that all guests purchase traveler's insurance. Please contact your traveler's insurance underwriter for reimbursement of cancellation fees or other losses."
Deborah
I dont' think you were rude, Ernest. She needed to be put in her place in some way, as her sense of entitlement is so offensive. Yet if it were me, I would not have written such a long response to her last note which begins "under these urgent circumstances."
I know how you probably felt, as I have had to deal with exceptionally entitled people/renters as well -- and my first impulse was to want to analyze the situation with them and point out where they had gone wrong in their view or where they had misunderstood me. After a few years of doing this, I finally realized that I was "talking to the wind", in a sense, because I wasn't being heard. My words were being wasted. I was also setting myself up for further frustration when I tried so hard to explain myself to someone, and clarify, I realized, because I was putting more energy into what amounted to a black hole. Everything I was saying, to some people like this, they were blowing off, and sometimes the refusal to listen was quite aggressive.
Consequently what I do now is I figure out a short and sweet version of what needs to be communicated, and then I deliver it to them while trying not to reveal any anger or frustration that I feel.
So for Annette, I might have said,
"I am sorry you had to cancel. I hope you will be understanding and honor the cancellation policy that you agreed to when booking. In the past, all my guests who have had to cancel have been understanding about this. All these previous guests have understood that even a partial refund would be inappropriate to request. Best wishes with your research!
Warm holiday greetings, Ernie Thayer."
Turnabout is often a good way of getting back at rude nonsense.
Some people are incredibly selfish, dishonest and rude.
Here is a recent exchange I had with a guest who ended up canceling via Airbnb only after I sent an altered reservation to reflect the fact that she would have had two people in her party rather than the one that she booked for. Bear with me because the exchange is rather long:
Hi Ernie,
I'm looking to stay at your airbnb room over the weekend. May I ask if the private room has its own private bathroom? Or will we be sharing the bathroom with the rest of the residents?
Thank you!
Annette
Hi Annette,
This language is taken directly from the listing: "This listing is for a private room in a shared property. All listed rooms share a spacious, meticulously clean and luxurious bathroom.
Guests have access to the dining and living rooms in addition to the half bathroom located next to the kitchen."
Hope that helps,
Ernie Thayer
Guest then booked the room for one guest via instant book.
Hi Annette,
Just confirming that the reservation is for one person. Otherwise, we'll need to modify the booking.
Cheers, Ernie Thayer
Hi Annette,
We are looking forward to hosting you in our home! For the comfort and enjoyment of all guests (yourself included) and, so that there are absolutely no surprises, we ask that you read through the listing in its entirety (including the house rules, house manual and other things to note sections). We will presume that you and your guest (if applicable) have both read this prior to your arrival.
All information regarding permitted check-in times is available in the house rules. So that we can be prepared to greet you, please advise us of your anticipated time of arrival (such as 4-5pm or 5-6pm). If you don't let us know of your anticipated time of arrival at least 24 hours in advance, we cannot guarantee that we will be available to receive you at your preferred time, however, we will do our absolute best to accommodate you. Please be mindful of the fees associated with early/late check-ins which are strictly enforced and check the itinerary sent to you, via Airbnb, upon confirmation of your booking for the address of the property. Directions to the property from SFO are also listed on the itinerary.
Additionally, we offer drop-off and pick-up from the airport for a modest fee. Please refer to the house rules for more details. We also offer luggage storage before check-in and after check-out for a modest fee. Please refer to the hues rules for more details.
Free, unrestricted parking is available throughout the neighborhood on Uranus, Saturn, Lower Terrace, and 17th Streets to name a few. Roosevelt Way has free parking limited to 2 hours Monday - Friday. Be sure to observe the street cleaning days, which will be clearly marked on the street signs.
My son, Josh, assists with the management of the property. He should be your primary contact and will likely be the one to greet you upon arrival. If you have any other questions not addressed in the house rules and manual, please contact him via Airbnb messaging as he also has access to this message thread. In cases of emergency, you may reach him via mobile phone at (xxx-xxxx). Please keep all non-emergency communications here in the Airbnb messaging such that these messages are available for easy reference.
One last thing: the doorbell works even though it cannot be heard outside: it need be rung only once to alert us of your arrival. It is a large property; it may take a few moments for us to reach the front door. Your patience is appreciated.
Cheers,
Ernie Thayer
No reply from guest until less than 24 hours before her check-in.
Hi Ernie,
Thank you for your messages. Unfortunately, we will have to cancel our booking. Our dog's pet sitter cancelled on us last minute and I understand that your listing is not pet friendly.
I'm aware of your cancellation policy but any amount of partial refund would be much appreciated. I'm very sorry for the inconvenience caused. Please let me know what you can do.
Look forward to hearing from you,
Annette
Hi Ernest,
I was really looking forward to spending the weekend on your property. It is so unfortunate how this had to turn out!
Annette
Hi Annette,
I'm sorry to hear that. Hope to see you next time.
Cheers,
Ernie Thayer
Hi Ernest,
Thanks for getting back to me so quickly. And yes, I do hope to see you
next time!
Would you be willing to issue a partial refund? It is an unfortunate
emergency and I would have committed to my reservation if it was a pet
friendly listing.
Thanks,
Annette
Hi Annette,
We feel it is best to honor the terms of the agreement. I'm sure you do as well.
Cheers,
Ernie Thayer
Hi Ernie,
I understand that. I have had similar experiences in the past and the property owners were understanding of the circumstances. In light of our agreement, I will be sure to write an objective review about your kind communications since my reservation.
Annette
Hi Ernie,
Under these urgent circumstances, I cannot leave my dog at home unattended. In the past, I've had previous hosts have been more understanding. It would have been nice and an incentive to return if you could understand that even a partial refund would mean a lot, considering I am a graduate student coming to SF for research.
If you disagree, then I can write an objective review for you in light of
our terms.
Thank you,
Annette
Hi Annette,
Although I sympathize with your dilemma, I don't feel it equitable or reasonable for me to waive the terms to which both parties agreed. This is so particularly in light of the fact that your "urgent circumstances" were foreseeable and as such were a risk that you accepted. I did not accept such a risk.
Prior to booking you were on notice of and fully aware of the cancellation policy. Now you are, for a third time, asking me to bear the burden of your "urgent circumstances," rather than accepting responsibility yourself.
Moreover, you have used language that can reasonably be inferred to malign my character such as "I've had previous hosts have been more understanding." What one can take from such a statement is that because I have decided to honor the terms of our contract, you are inferring that I am being unreasonable or unfair. This is offensive, rude and uncalled for.
You then resort to extortion by stating that if I do not issue you a partial refund then you will write a review that somehow disparages my my character and/or my business. Extortion of this type is in direct violation of Airbnb policy quoted here: "Guests are not allowed to threaten to use reviews or ratings in an attempt to force a host to provide refunds, additional compensation, or a reciprocal positive review." Therefore, if you leave a review I will have it removed.
Lastly, I would like to point out that until you threatened me and insulted my character, I was nothing but polite and professional with you in all of our communications, responding thoroughly and quickly. The same cannot be said of you. You ignored my two messages, not having the basic courtesy of even a brief response. It seems by outward appearances that you tried to take advantage of me by booking the room for only one person when, by the language you used in your message, you indicated that there would be two people, which would have been an additional $60 booking fee.
Cheers,
Ernie Thayer
It was at this time that I sent the altered reservation request because the guest had not cancelled the reservation and I believed she had intended there to have been two guests in her party as the language she used, "we," and "our," gave this impression.
Some people I tell you! It looks as though she uses her last minute cancellation by the dog sitter regularly when she says, "I have had similar experiences in the past and the property owners were understanding of the circumstances." Well, I am understanding and sympathetic if, in fact, the dog sitter did cancel but that does not mean that I should bear the financial burden of her circumstances. She could have boarded the dog, she could have chosen a listing in SF that permitted pets or one that had a different cancellation policy. She did not choose these options.
Clare
Yes, sounds like a scam set up to me.
QUeenie and Ted
My dog sitter is unavailable" is not an urgent situation! When I travel, I make arrangements for our dogs the same way I would for young children - have a plan A, B and C.
You were very patient with her/them.
And thanks for sticking to your cancellation policy! It really irritates me when hosts choose Moderate or Strict policies but are Flexible when a refund is requested.
Ernest
As a lawyer, I firmly believe in clear and properly enforced terms. They make society easier to navigate for all.
Ernest
I find it amusing that she has only one review despite the fact that "In the past, I've had previous hosts have been more understanding." Apparently she's only kept one booking and cancelled several!
Rhonda
Giggles at Ernest, 'As a lawyer', you are just finding out that 'Some people are incredibly selfish, dishonest, and rude'? Say it isn't so.
Donna
Thanks for sharing this Ernest. I want to say I really appreciate your contributions here.
Ernest
You're welcome and thank you! I'm happy to share and also learn. I will sorely miss these forums when we are stripped of them by big brother.
Michele
Yes. Thank you Ernest for sharing.
Bekah and Brian
Man, that was one ballsy rude guest. I'm so glad you stuck to your policy. Good on you.
Ernest
Do you find my replies to her rude in any way? I strive to retain my composure by not returning rude messages despite my desire to cuss her out. It is always an exercise in patience, I tell you.
Ed & Hugh
We have this language in our listing and communicate it to all guests. That way, if they have to cancel, I refer them to their insurance company. If they chose not to buy insurance after having it recommended, it then becomes a bit awkward on their part for them to ask us to accept a loss, that they were unwilling to insure against: "Airbnb recommends that all guests purchase traveler's insurance. Please contact your traveler's insurance underwriter for reimbursement of cancellation fees or other losses."
Deborah
I dont' think you were rude, Ernest. She needed to be put in her place in some way, as her sense of entitlement is so offensive. Yet if it were me, I would not have written such a long response to her last note which begins "under these urgent circumstances."
I know how you probably felt, as I have had to deal with exceptionally entitled people/renters as well -- and my first impulse was to want to analyze the situation with them and point out where they had gone wrong in their view or where they had misunderstood me. After a few years of doing this, I finally realized that I was "talking to the wind", in a sense, because I wasn't being heard. My words were being wasted. I was also setting myself up for further frustration when I tried so hard to explain myself to someone, and clarify, I realized, because I was putting more energy into what amounted to a black hole. Everything I was saying, to some people like this, they were blowing off, and sometimes the refusal to listen was quite aggressive.
Consequently what I do now is I figure out a short and sweet version of what needs to be communicated, and then I deliver it to them while trying not to reveal any anger or frustration that I feel.
So for Annette, I might have said,
"I am sorry you had to cancel. I hope you will be understanding and honor the cancellation policy that you agreed to when booking. In the past, all my guests who have had to cancel have been understanding about this. All these previous guests have understood that even a partial refund would be inappropriate to request. Best wishes with your research!
Warm holiday greetings, Ernie Thayer."
Turnabout is often a good way of getting back at rude nonsense.