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AIBU?

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Original poster

Upset by a negative Airbnb review. Should I do anything?

291 replies

Daddyjammy · 06/09/2021 14:15

AIBU to be upset by the bad review we've just been given as guests? Worried it will impact on being able to rent other places.

Our family's always had great reviews from our hosts in the past and we try to be as considerate as possible, so this has quite upset me.

We had a lovely stay (won't mention where but in the UK) and left a glowing review of the place, which, to be fair was pretty immaculate when we arrived.

Checkout was supposed to be 10.00 which is at least an hour earlier than we've ever had before and we did try to get up and out in time but with two teenage kids we had managed to get all of our stuff out of the house and by the car by 10.40 and I was just doing final checks, cleaning kitchen and hoovering when the cleaner arrived. She was very curt with me as I was still on the drive but she was able to park on the road just 5 yards away then virtually threw me out of the house before i could even grab the (tied up) rubbish bags to put in the bin and recycling. We had hoovered the night before, cleared away all of our breakfast and generally tidied but apparently didn't put everything back in its right place, "moved artwork" (absolutely no idea what this could be) and left so much dog hair on the sofa it took an extra hour to clean (the dog, which we had checked was ok in advance, was banned from the sofa when we were there but may have got up there when we were out but we certainly didn't notice much hair).

Turns out the cleaner was the owner's mum so I'm guessing I caused offence by mentioning that she was "brusque" with us and maybe they're upset that we broke a dessert bowl, although I left a tenner to cover for this and offered more if I hadn't left enough, or that we accidentally used their Netflix account rather than our own (is that really bad form?).

Genuinely not sure if we sound like really bad guests and need to up our game or if we've come across a particularly picky host who expects too much from guests paying over £1,000 for a week with one bedroom and a sofa bed in a (quite nice) little house.

OP posts:
Greengate66 · 06/09/2021 16:55

I think you sound like pretty good guests. I let out my home on Airbnb occasionally, I wouldn't expect guests to clean and Hoover before leaving as they are on holiday and I want them to have a nice time. I'm happy for them to use my Netflix for the same reason, doesn't cause me any problems. I don't usually have tight hand overs, so don't care what time they leave.

Kinneddar · 06/09/2021 16:55

I regularly use Air BnBs with 2 teenagers and we somehow always manage to vacate at the time specified - usually 1000 - AND leave it tidy too.

From what you've said, the owners were within their rights to give the review they did

Payproblems · 06/09/2021 16:56

Ps we've stayed in a few places over covid and I'd love to know what the higher level of cleaning is.
Each place we have taken our own wipes to do floors, (filthy) door handles (filthy) and things like the TV remote.. Clearly never ever touched.. Handles of kettles... Taps.. All filthy.

Payproblems · 06/09/2021 16:57

No... Things happen people are late sometimes.. They weren't still in bed with the cleaner actually set back waiting it was just a few moments... And op had cleared up.

It was a small mis step. I can't imagine a hotel doing this.

Kanaloa · 06/09/2021 17:00

I can't imagine a hotel doing this.

Many hotels will charge you if you are late to check out. Lots will also require a security deposit which they’ll keep if you break items.

SSmith55 · 06/09/2021 17:01

I thought the point of a holiday was that the money you pay goes towards a cleaner, so you don't have to do it yourself?

RazorSharp · 06/09/2021 17:01

@Payproblems

No... Things happen people are late sometimes.. They weren't still in bed with the cleaner actually set back waiting it was just a few moments... And op had cleared up.

It was a small mis step. I can't imagine a hotel doing this.

But they had no reason for lateness, other than "we've got teenagers", which is not a reason.
Hopeisallineed · 06/09/2021 17:02

‘The reason that we are sometimes late…’ does make it sound like you do it quite often and that’s not really on. People have other jobs and works to go to so if you are an hour late that could impact on the cleaners next job…

Explosivefarts · 06/09/2021 17:04

It’s on you I’m afraid I’m have three kids under 5 and would still be out at the time asked. It’s no excuse.

Lweji · 06/09/2021 17:05

40 min is not a misstep.
The cleaner probably took less than that at the house, and she wasn't to know you had your stuff in the car by 10:00 (it doesn't ring very true to me that you actually spent over 40 min hoovering and cleaning).
If she had shown up earlier, she'd probably been waiting for you a long time. She had already given 40 min allowance, probably 30 min to leave plus 10 to be able to park on the drive.
On top of that you actually complained about her!

Stovetopespresso · 06/09/2021 17:07

@Kanaloa

I can't imagine a hotel doing this.

Many hotels will charge you if you are late to check out. Lots will also require a security deposit which they’ll keep if you break items.

omg really? that's awful! though I guess on some hotels people are real CFs. honestly reading their reply to op would put me off staying
SSmith55 · 06/09/2021 17:09

If they were leaving as the cleaner was arriving, it seems too fussy to complain when charging £1000 for a week.

What's the point in paying a cleaner if the 'guests' are expected to do it?

AirBnb started off as people renting their spare room, but now seems to be greedy professional landlords who buy property to make lots of money.

Abhannmor · 06/09/2021 17:09

@Payproblems

No... Things happen people are late sometimes.. They weren't still in bed with the cleaner actually set back waiting it was just a few moments... And op had cleared up.

It was a small mis step. I can't imagine a hotel doing this.

Yes I agree. You'd think in the present circumstances they'd be glad enough to get any guests - especially at that shocking price.
SirChenjins · 06/09/2021 17:09

40 minutes is not a misstep Grin 5-10 minutes is a misstep, having to be turfed out (ie not actual leaving) 40 minutes past your check out time could be a massive ballache for the cleaner who has probably got a few other things to do that day - and suggests you really haven’t got yourself organised.

Lweji · 06/09/2021 17:10

In my experience, if people want a later check out at a hotel, they should ask the hotel, which may be able to allow, or not, depending on how full they are and when they expect the next guests. The cleaners also have schedules. 40 min for a hotel cleaner might not make a big difference, as they will probably finish the floor and then go back to the room (as long as it's just one room). But 40 min for cleaners who have to go between houses, or may have other appointments, can be a nuisance.

FuzzyClutter · 06/09/2021 17:10

The lateness leaving is what would have really pissed them off. I manage a couple of Airbnbs, check out is 10am, cleaners arrive at 10.15 to give them a bit of grace and guests have always left by then. 10.40 is taking the piss.

Lweji · 06/09/2021 17:11

You'd think in the present circumstances they'd be glad enough to get any guests - especially at that shocking price.

Not according to the news. Brits have been having their holidays in the UK, with the inevitable price hikes.

RazorSharp · 06/09/2021 17:12

@Abhannmor seriously? I've just booked a last minute stay in Devon the options seriously limited. Far from being lucky to get guests, staycations are fully booked.

Bluntness100 · 06/09/2021 17:14

Yeah this isn’t ok. You abide by the contract. If you didn’t wish to be out by ten you pay for extra time. You knew the rules. You leave it as per agreement, and on time, a hotel would have charged you.

Trying to play up it was expensive for you all, you chose it, no one forced you to stay there and I’m sorry I don’t believe you used their Netflix by accident, and insulting the cleaner isn’t ok either.

It doesn’t matter how you behaved before. This time you didn’t behave well.

OrangeBlossomsinthesun · 06/09/2021 17:15

I've only rented air bnb in Spain (where I live) but I never do more than clean the dishes, quick wipe of the basin and bath and sweep the floor. I'm already paying a cleaning fee as part of the booking.

WeGoHigh · 06/09/2021 17:17

I used to clean holiday cottages and I honestly don’t think guests realise just quite how difficult it made it for us when they were even ten minutes late leaving a property. I was often on a tight schedule and when someone was late leaving it had a huge knock on effect. The amount of times I had to sit around in my car waiting for people to leave will have added up to hours and hours of unpaid time. I’m not surprised she was brusque at 40 mins.

SirSidneyRuffDiamond · 06/09/2021 17:17

Were you allowed to leave the dog in the accommodation when you went out? I stay in lots of holiday cottages and also dog friendly hotels and the T&Cs have always been clear that this is not allowed.

Anyway yes 40 minutes late is unacceptable - our last 4 holidays during Covid times have all been 0900 checkouts so 1000 was lenient anyway.

The Netflix use is pretty cheeky too.

Xmasfairy86 · 06/09/2021 17:27

We had a 9am checkout from our cottage last week. There was 9 of us, 5 of those between 9-17.
We were on the road by 8am.

MiniTheMinx · 06/09/2021 17:27

£1000 for the week and expected to hoover and clean. Nope. No thanks. I don't know what the etiquette is for this Airbnb thing, I've never stayed in one. I don't think you sound like bad guests. A bowl???? woohoo.
As far as I can see the late checkout is the only issue. Everywhere has a checkout time. Its pretty easy to get that right.

Geamhradh · 06/09/2021 17:29

@Payproblems

No... Things happen people are late sometimes.. They weren't still in bed with the cleaner actually set back waiting it was just a few moments... And op had cleared up.

It was a small mis step. I can't imagine a hotel doing this.

Hotels tend to be far more rigid about check out time. And it's really only been in the last few years that if you're lucky they'll let you stay till 11 or midday. And it's great when they do. But those times you sit in a hotel reception waiting, because the room's not ready? That's because of people like the OP.