Tonights guests asked several days ago if they could arrive early. I explained that 4 is the earliest check in we can do, especially when we have guest the night before. I confirmed yesterday they would be arriving at 4 and just confirmed again they would be arriving at 4. She said "yes 4" -then suddenly they show up a FEW MINUTES later, a half hour early! WHAT. URRRGH
Celeste, something similar happened to me where the lady's flight was 3 hrs early--how does that even happen?! And she asked could she come then OR roost outside with her suitcases for 3 hours!! It made smoke come out of my ears--but then I thought of charging $25 for it, so I did an alteration & everyone was happy! But I certainly didn't want her roosting!!
Post by High Priestess on Oct 31, 2015 20:38:23 GMT
CC, I never heard of a flight being 3 hours early. That is a first.
And you just know if you let the guest come 3 hours early and sit outside the whole time, she will be uncomfortable out there, and could become bitter if she sees that you are actually home during the time you are making her "roost" outdoors. This could easily result in low star ratings for her experience of arrival.
It sounds like you resolved it by letting her come in early, with an additional fee -- I think that is a good compromise --
And I never would have thought about it had it not been for groups! I would have told her to go roost at Starbucks or the mall, but I guess it is hard without a car. But as Juliet always says, you really do need a car in Memphis.
The only reason we still weren't scrambling to have it ready was because the previous guests did not shower, which usually never happens. And I had JUST sat down and was REALLY looking forward to having a MOMENT before checking in these guests. What if we had been walking around the yard naked or something? That was our time, our little bit of time, which I even explained that we needed. We are going to invest in a gate for the top of the driveway.
Opposite problem. Last minute, one night reservation one day ahead of time. I have a "Moderate" cancellation policy. Although she booked for one, it was clear from her messages that her son was with her. It is a twin room, so I offered to make up the trundle for the son, no extra price (Which is my standard). Scheduled a 5:30 pm arrival. At 5:30 she IM's she is running about 3 hours late. Fine, I say, I will stay in for the evening. Around 8:30, she is no closer to my place and wants to cancel and get a partial refund.
I have said no because: short notice, extra prep (pulling the trundle out and making it up), no opportunity for a Saturday night booking, and check in time hours behind us.
She is all put out because she "lost" money. What about my time and effort?
It will be interesting to see if she tries to get AirBnB to "resolve" her issue. I am sure I will be prompted for a review on her. What is a good way to signal her unreasonable expectations?
Post by High Priestess on Nov 15, 2015 20:46:41 GMT
It's actually Airbnb policy that reviews aren't allowed to be written if the guest doesn't actually stay at your place. I had that happen recently -- a bad situation, where the guest was supposed to arrive at 1am (okay, I am fine with that, she can let herself in and come in quietly) but she took a wrong turn on a freeway and never arrived, had to stay at an "expensive hotel" she whined (as if that were my fault). She wrote a scathing review of me because I didnt' offer to give her a refund, the next day, the day AFTER she had booked to start her reservation. I contacted Airbnb to complain about a scathing very-low-stars review being written for me, by someone who never actually stayed at my place, and Airbnb removed her review and her star ratings, saying guests can't leave a review if they don't actually stay. I would think the same goes for a host, host can't leave review if guest doesn't stay. I actually have written a couple reviews for guests who didnt' ever actually show up, but who also didn't cancel, just as a kindness to thank them for booking really, saying that they sounded delightful and I would have liked to meet them. But technically I should not be doing that and if the guest didn't want my review, they could call Airbnb and have it removed.