Post by High Priestess on Sept 25, 2015 22:20:43 GMT
Avoiding high maintenance guests and host burn out?
Kathleen shared on New Hosts Forum 5 months ago
www.airbnb.com/groups/content/content-173696
Avoiding high maintenance guests and host burn out?
Does anyone have suggestions for avoiding high maintenance guests and therefore host burn out? Most of the guests I've had have been great but every summer there have been a few that make me so relieved when it's over. I have a rustic cabin in the woods but I've had a few guests who seem to be expecting a luxury resort type experience. Conversely there have also been guests who seem to think that because it's a cabin they don't need to follow the rules or they leave a mess.
I can't get a sense of what they are going to be like until they've made the reservation and we are communicating and even then you don't really know what they will be like. I have instant book turned on because the season is very short here but am considering turning it off from now on. Any thoughts?
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Ernest
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Queenie & Ted
You can turn IB off so that you can interact with potential guests before they book. You can also require Verification and/or Reviewed Guests only - with or w/o IB.
As for the mess, you should increase your security deposit to cover the potential damage a guest can do. The money is not held by Airbnb but can be withdrawn from the guests account if a host makes a substantiated claim. So be sure to take photos of the mess before cleaning.
Your rules ask for the names of anyone staying there. You need to get all of the names in advance of arrival. You should also add a rule that no visitors are allowed on the property - that would make parties with strangers a violation of your rules.
You have great reviews so you know what you're doing! Don't let the occasional bad guest overpower all the positive experiences you've had.
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Kathleen
Kathleen5 months ago
Thanks for the suggestions! Yes, I think I need to develop a thicker skin and realize occasional bad guests are just part of the job.
Ryanne and Jay
Ryanne and Jay5 months ago
we never even turned instant book on because we wanted to have conversations with guests to set up expectations. there is only so much you can do to explain what your place is, by showing photos and writing text. some people don't read the listings or the rules (do they even look at the photos??). a recent guest thought that since we said we were near a lake, that we in fact had a private lake on our property and was disappointed. no where in my listing do we say we have a lake on our property, nor do we show any photos of a lake. you can only do your best. your place is super cute btw.
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Kathleen
Kathleen5 months ago
How do you set up expectations? Do you send a letter outlining rules?
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Ryanne and Jay
Ryanne and Jay5 months ago
we just ask how many people are coming, do they have dogs, how we expect dogs to behave (please no muddy dogs in the house, no dogs on the furniture etc). tell people that if they are a groups of 6 people, please don't have a party and please respect our neighbors etc etc. i think having a simple conversation can set the tone pretty easily.
Queenie & Ted
Queenie & Ted5 months ago
We send this message to every inquiry/booking, with some tweaking if they are not new to airbnb:
Barb
Barb5 months ago
Thank you Queenie and Ted. I'm going to refer to this for writing up something similar for screening new guests.
Kathleen
Kathleen5 months ago
Thanks Ryanne and Jay, your place is gorgeous!
Kay5 months ago
I could never do instant booking. I want to scope people out as much as possible & get a sense of them in message exchanges. Great suggestions above!
Kathleen shared on New Hosts Forum 5 months ago
www.airbnb.com/groups/content/content-173696
Avoiding high maintenance guests and host burn out?
Does anyone have suggestions for avoiding high maintenance guests and therefore host burn out? Most of the guests I've had have been great but every summer there have been a few that make me so relieved when it's over. I have a rustic cabin in the woods but I've had a few guests who seem to be expecting a luxury resort type experience. Conversely there have also been guests who seem to think that because it's a cabin they don't need to follow the rules or they leave a mess.
I can't get a sense of what they are going to be like until they've made the reservation and we are communicating and even then you don't really know what they will be like. I have instant book turned on because the season is very short here but am considering turning it off from now on. Any thoughts?
5 comments•2 likes
Follow
Like
Ernest
Kelly
Delete
Hide
Queenie & Ted
You can turn IB off so that you can interact with potential guests before they book. You can also require Verification and/or Reviewed Guests only - with or w/o IB.
As for the mess, you should increase your security deposit to cover the potential damage a guest can do. The money is not held by Airbnb but can be withdrawn from the guests account if a host makes a substantiated claim. So be sure to take photos of the mess before cleaning.
Your rules ask for the names of anyone staying there. You need to get all of the names in advance of arrival. You should also add a rule that no visitors are allowed on the property - that would make parties with strangers a violation of your rules.
You have great reviews so you know what you're doing! Don't let the occasional bad guest overpower all the positive experiences you've had.
Reply Like 1 reply•3 likes Delete
Kathleen
Kathleen5 months ago
Thanks for the suggestions! Yes, I think I need to develop a thicker skin and realize occasional bad guests are just part of the job.
Ryanne and Jay
Ryanne and Jay5 months ago
we never even turned instant book on because we wanted to have conversations with guests to set up expectations. there is only so much you can do to explain what your place is, by showing photos and writing text. some people don't read the listings or the rules (do they even look at the photos??). a recent guest thought that since we said we were near a lake, that we in fact had a private lake on our property and was disappointed. no where in my listing do we say we have a lake on our property, nor do we show any photos of a lake. you can only do your best. your place is super cute btw.
Reply Like 2 likes Delete
Kathleen
Kathleen5 months ago
How do you set up expectations? Do you send a letter outlining rules?
Reply Like 3 replies•1 like Delete
Ryanne and Jay
Ryanne and Jay5 months ago
we just ask how many people are coming, do they have dogs, how we expect dogs to behave (please no muddy dogs in the house, no dogs on the furniture etc). tell people that if they are a groups of 6 people, please don't have a party and please respect our neighbors etc etc. i think having a simple conversation can set the tone pretty easily.
Queenie & Ted
Queenie & Ted5 months ago
We send this message to every inquiry/booking, with some tweaking if they are not new to airbnb:
Hi ! We'll be delighted to host you and your husband/wife/friend but I want to make sure you have read my listing descriptions and house rules, the maximum of people that can stay, the amenities we offered, our cancellation policy and our location. I see that you are new to Airbnb and do not have a completed profile. I am happy to help you through the process but will need you to answer some questions for me. We ask the following questions to make sure that this is what you are looking for and the right fit for your needs.
• What is the purpose of your trip? What brings you to our area?
• What will you be doing during the day?
• Have you stayed in a Airbnb rental before (and if they can provide references from other stays)
• What are the full names of the adults (over age 21) staying in the room? Please tell me a bit about them.
• Do you have any allergies?
• Where do you live now/what do you do?
• How can we find you online? You will need to be "Verified" through Airbnb before you can book with us. If this is your first Airbnb stay and you have no reviews, we may ask you for identification upon your arrival Reminders from our Listing:
• This is a private home. The listing is for one Queen bedroom and sole use of the bathroom in the hallway across from the bedroom. You have full access to the first floor common areas. Other bedrooms are off-limits.
• You need a car to get around. There is no public transportation.
• We have 2 small dogs that live inside and are permitted in all common areas – not upstairs where the bedrooms are.
• No smoking allowed inside or outside.
• Only pre-listed guests are allowed to stay in the listing.
• No visitors allowed
• No guest pets or animals allowed Please let me know if you have other questions. If you want to proceed then we will be more than happy to pre- approve and/or accept your request to book based on the Airbnb and host requirements. We are looking forward to hearing from you.
• What is the purpose of your trip? What brings you to our area?
• What will you be doing during the day?
• Have you stayed in a Airbnb rental before (and if they can provide references from other stays)
• What are the full names of the adults (over age 21) staying in the room? Please tell me a bit about them.
• Do you have any allergies?
• Where do you live now/what do you do?
• How can we find you online? You will need to be "Verified" through Airbnb before you can book with us. If this is your first Airbnb stay and you have no reviews, we may ask you for identification upon your arrival Reminders from our Listing:
• This is a private home. The listing is for one Queen bedroom and sole use of the bathroom in the hallway across from the bedroom. You have full access to the first floor common areas. Other bedrooms are off-limits.
• You need a car to get around. There is no public transportation.
• We have 2 small dogs that live inside and are permitted in all common areas – not upstairs where the bedrooms are.
• No smoking allowed inside or outside.
• Only pre-listed guests are allowed to stay in the listing.
• No visitors allowed
• No guest pets or animals allowed Please let me know if you have other questions. If you want to proceed then we will be more than happy to pre- approve and/or accept your request to book based on the Airbnb and host requirements. We are looking forward to hearing from you.
Barb
Barb5 months ago
Thank you Queenie and Ted. I'm going to refer to this for writing up something similar for screening new guests.
Kathleen
Kathleen5 months ago
Thanks Ryanne and Jay, your place is gorgeous!
Kay5 months ago
I could never do instant booking. I want to scope people out as much as possible & get a sense of them in message exchanges. Great suggestions above!