Active discussions

Meet the Other Phone. A phone that grows with your child.

Meet the Other Phone.
A phone that grows with your child.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

AirBnB guest - think this is really cheeky?

40 replies

HotCoffee22 · 04/11/2022 10:45

I appreciate this is insignificant in the grand-scheme but here to have a quick rant nonetheless.

Run a small Airbnb space, static caravan style. Had a guest negotiate a lower price because they wanted a longer stay, 5 nights. We usually have 2-4 night bookings.

Guest spent two nights with us, didn’t hear anything from them. Then cancelled saying they wanted to leave and cited a few reasons that we could have easily addressed - they said the space was insufficiently heated, then said they had bought a heater themselves and also used our heater, I offered to provide a second heater from me (but third in the space) we use the space ourselves - it does get cold owing to its nature but soon heats us using an oil filled radiator. They also said the bed was two small and they’d had to borrow bedding to use the sofa bed too - we have plenty of spare bedding as often get guests staying as friends rather than a couple - all they needed to do was ask and it’s actually stored in the space so they could have helped themselves.

We usually get along with our guests really well, make them aware we’re available (the house is about 400m away) but try and give them their privacy as the space is private and we know that’s why alot of people visit - to relax in privacy. So am really surprised they didn’t feel we were approachable. We’ve had some guests for dinner, usually workmen, who stay pretty frequently.

Just annoyed they’ve negotiated a lower rate, taken advantage of it, then abruptly cancelled. The cancellation policy is flexible so they were able to cancel with one days notice. I turned down someone who books with us regularly to honour this booking, it would have been more profitable for me as they just pay the usual rate.

OP posts:
Movinghouseatlast · 04/11/2022 10:49

It's the flexible cancellation that is the problem. If they can, they will. I'm on a number of Air BnB host Facebook groups and this issue comes up a lot.

SavoirFlair · 04/11/2022 10:49

I turned down someone who books with us regularly to honour this booking, it would have been more profitable for me as they just pay the usual rate.

can you please explain why you turned someone down who would be

• more profitable
• known to you so safer bet

to take this booking??!

presumably it’s because 5 days at lower rate pays more than 2-3 days at normal rate?

in which case YABU for chasing a small amount more from an unknown person, consider it lesson learned.

Original poster
HotCoffee22 · 04/11/2022 10:55

Movinghouseatlast · 04/11/2022 10:49

It's the flexible cancellation that is the problem. If they can, they will. I'm on a number of Air BnB host Facebook groups and this issue comes up a lot.

Really? My DH wondered if that was always their plan. I should also add she said she didn’t raise these issues as she “didn’t want to bother us” despite having messaged extensively before she booked and on the run up to her arrival (all of which I’m absolutely fine with).

I have changed to a 5 day cancellation policy now.

OP posts:
Original poster
HotCoffee22 · 04/11/2022 10:56

SavoirFlair · 04/11/2022 10:49

I turned down someone who books with us regularly to honour this booking, it would have been more profitable for me as they just pay the usual rate.

can you please explain why you turned someone down who would be

• more profitable
• known to you so safer bet

to take this booking??!

presumably it’s because 5 days at lower rate pays more than 2-3 days at normal rate?

in which case YABU for chasing a small amount more from an unknown person, consider it lesson learned.

Because this person had already booked first. But I could have cancelled had I been minded too. The regular person books Mon-Friday but pays at a higher rate so it would have been more profitable.

OP posts:
Craftybodger · 04/11/2022 10:59

The problem is your cancellation policy. Could it be changed to, bookings are final and non-refundable 24 hours before arrival?

jiggleypuff · 04/11/2022 10:59

YANBU, twats like this just push up prices for the rest of us.

How much of a discount did they get per day? I'd date to think they never had any intention of staying 5 days and said that to get a per day discount.

BingBangBollocks · 04/11/2022 10:59

Well they knew what they were doing , im with your DH

Original poster
HotCoffee22 · 04/11/2022 11:00

Craftybodger · 04/11/2022 10:59

The problem is your cancellation policy. Could it be changed to, bookings are final and non-refundable 24 hours before arrival?

Yes I’ve changed it now. I didn’t realise (which I accept is my error and nobody else’s) that someone could cancel mid-stay.

OP posts:
Craftybodger · 04/11/2022 11:01

Lesson learnt, the hard way. Hopefully better guests in future!

Itisbetter · 04/11/2022 11:01

You need to run it with your business head on, not your “be kind” head. You should have cancelled when your regular wanted to book. More money, more reliable, AND now he has had to try somewhere else he may like better. You made a poor business decision but can learn from it.

Original poster
HotCoffee22 · 04/11/2022 11:06

jiggleypuff · 04/11/2022 10:59

YANBU, twats like this just push up prices for the rest of us.

How much of a discount did they get per day? I'd date to think they never had any intention of staying 5 days and said that to get a per day discount.

It was around 22% over the whole stay. It was just a “this is our budget, can you accommodate” and we agreed knowing that bookings are less frequent this time of year and to be accommodating - we’re generally pretty easy going. Admittedly we didn’t know the regular was going to ask to book, but when he did, I could have swapped them out.

OP posts:
Original poster
HotCoffee22 · 04/11/2022 11:06

Itisbetter · 04/11/2022 11:01

You need to run it with your business head on, not your “be kind” head. You should have cancelled when your regular wanted to book. More money, more reliable, AND now he has had to try somewhere else he may like better. You made a poor business decision but can learn from it.

Absolutely! DH especially is pretty soft. Hence we have people round for tea!

OP posts:
jetadore · 04/11/2022 11:12

If you’re genuinely struggling with this kind of shit not sure you should be running a business. Also how/why can they cancel after checking in? They can leave but no refunds surely?

Original poster
HotCoffee22 · 04/11/2022 11:16

jetadore · 04/11/2022 11:12

If you’re genuinely struggling with this kind of shit not sure you should be running a business. Also how/why can they cancel after checking in? They can leave but no refunds surely?

I didn’t say I was struggling, I’ve accepted my own error. I’ve not had to file for bankruptcy 😂and acknowledged it’s of little consequence. Just inviting casual discussion on a discussion board….

OP posts:
Original poster
HotCoffee22 · 04/11/2022 11:17

jetadore · 04/11/2022 11:12

If you’re genuinely struggling with this kind of shit not sure you should be running a business. Also how/why can they cancel after checking in? They can leave but no refunds surely?

And how they cancelled is with Airbnb - I am constrained by the framework they provide. I have changed those options now, but seems it’s pretty standard.

OP posts:
Itisbetter · 04/11/2022 11:45

If you’re genuinely struggling with this kind of shit not sure you should be running a business. nobody starts in business with all the skills they need. If we all gave up at the first not so great decision nobody would be in business.

I think changing your cancellation options is a good call @HotCoffee22 but it’s also easier to set out a criteria for when you will cancel and who you prioritise. You can always ignore it on the day but you’ve thought about it beforehand. Cock ups and poor decisions often sharpen up a process and make you stronger and more efficient.

Hana89 · 04/11/2022 11:47

I don't know OP. It doesn't sound like a very comfortable space for them personally (I'm sure others love it but you can't please everyone) so I don't blame them for not wanting to stay the whole time. They used a perfectly legitimate cancellation policy too, and paid a rate that you'd agreed to in advance, so I'm not really sure it is fair for you to be cross about it.

mondaytosunday · 04/11/2022 11:49

Even if you had a 24 hour cancellation policy surely this wouldn't apply when they were actually already there? If they decide to leave early gif whatever reason, that's their issue. Being too cold is not reasonable as you could have fixed that (and the bedding). So it was their choice. I don't understand why they got any money back at all.

Original poster
HotCoffee22 · 04/11/2022 11:51

Hana89 · 04/11/2022 11:47

I don't know OP. It doesn't sound like a very comfortable space for them personally (I'm sure others love it but you can't please everyone) so I don't blame them for not wanting to stay the whole time. They used a perfectly legitimate cancellation policy too, and paid a rate that you'd agreed to in advance, so I'm not really sure it is fair for you to be cross about it.

I take your point but there was never any suggestion it was misadvertised. The size of the bed is set out in the description as is the heating that’s available. They didn’t cancel on the basis it wasn’t what they expected but that they changed their mind having got here.

OP posts:
Notacompetitiveundereater · 04/11/2022 11:51

I’m also on the fence. Why should they have to come and ask you, why is the additional bedding and heatin not provided or even a note saying it’s available on request?

Original poster
HotCoffee22 · 04/11/2022 11:51

mondaytosunday · 04/11/2022 11:49

Even if you had a 24 hour cancellation policy surely this wouldn't apply when they were actually already there? If they decide to leave early gif whatever reason, that's their issue. Being too cold is not reasonable as you could have fixed that (and the bedding). So it was their choice. I don't understand why they got any money back at all.

I didn’t think so either - I thought it applied prior to the stay commencing, but apparently not!

OP posts:
Original poster
HotCoffee22 · 04/11/2022 11:56

Notacompetitiveundereater · 04/11/2022 11:51

I’m also on the fence. Why should they have to come and ask you, why is the additional bedding and heatin not provided or even a note saying it’s available on request?

The bedding is in as storage locker close by - the description says the sofa bed can be utilised. Guests usually let me know or ask where it is. If I left it out the space would be unnecessarily cluttered and it would mean washing two sets of bedding each and every time which is just a waste. Nobody else has had any difficulty in either asking me to make two beds up
(I usually ask unless they’ve made it clear they’re a couple) or asking during their stay.

We use the space and think the heating is sufficient, hence we don’t put the extra heater in there as standard. The offer to provide an extra one was to try and be accommodating. You get all sorts of feedback - someone said they wanted a rug with grip for their dog, another a drying rack, we can’t anticipate the needs of everyone so go by what we think is logical. But accommodate requests where we
can.

OP posts:
Rwandaiszero · 04/11/2022 11:57

I run one too, most people are brilliant. I always ask them to talk to me if they have any questions or problems, I make it clear I will try my utmost to help and I also live next door .

In all our hosting we've only had one set of guests like yours, proper CF. 99% of guests are great. I feel your irritation though OP.

Can I ask wish FB page people use for Airbnb hosts to chat on?

2bazookas · 04/11/2022 12:11

From host experience:

Any potential-booking who immediately challenges and tries to re-negotiate the host's advertised terms, is waving a big red flag.

Just decline the booking.

Original poster
HotCoffee22 · 04/11/2022 12:14

2bazookas · 04/11/2022 12:11

From host experience:

Any potential-booking who immediately challenges and tries to re-negotiate the host's advertised terms, is waving a big red flag.

Just decline the booking.

Thank you - definitely a lesson learnt.

OP posts:
Swipe left for the next trending thread