Airbnb host, was I wrong?

[newmomaboutthreads]

I had a guest stay at my airbnb. He was a bit difficult but one area of contention. Was I wrong?
He WhatsApp'd messaged me (which I hate as he should be using airbnb platform unless it's an emergency but anyway) to say there are not enough mugs and glasses as there are 6 of them. The apartment does sleep 6, in 3 double beds. I asked him what was there and he replied only 5 wine glasses and 4 mugs. I apologised and said some must have been broken and I will get some to him asap in the morning. (He messaged at midnight)
I went out and bought replacements, rung the door bell a few times, there was no answer, so I used my key to put in the missing mugs and glasses.
I then get phone calls and messages later that night furious that I entered my airbnb apartment when he was not in to replace the missing items.
Things like this have happened in the past and guests have never had an issue.
Was I wrong?

I wonder how he thought you were going to give them to him?

As an Airbnb superhost I'd always do a crockery/glass check by putting everything through the dishwasher prior to new guest arrival anyway. The glasses or mugs put away could be dirty.

Should anything be noted missing I'd replace from additional pieces in my store cupboard.

If guests message with additional requirements I'd leave any items outside the door and message them via Airbnb app to confirm.

In five years of doing this I've never used the emergency key.

@MorticiaSand see that's the issue, your attention to detail, which will wind your guests up no end.

It was

1 wine glass

2 mugs

Of which should never have happened because there should be plenty of spares.

And an

Unsolicited visit without agreement.

Probably why I never had an issue and why you think guests that are perfectly reasonable are being unreasonable

Honestly, as a guest and a host, I strongly advise that you pay much more attention to detail.

Do let me know your properties, so I can avoid? I suspect that like OPs they are not 4.9 or above.

I don't really think you did anything wrong, but I guess going by the responses here don't do it again.

Also to everyone on here I do not recommend you stay in Air bnbs in Cuba! Fab places but not what any of ye would agree with

Although having read your thread properly, tricky if nowhere to leave them.

I do think it was poor that there wasn’t enough glasses & mugs per occupancy.

I don’t think you did anything wrong putting them inside. It wouldn’t have bothered me.

Just your opinion then, based on one HL you no longer own. We run lots of holiday rentals and have seen all sorts, good and bad, over the years. Only on mumsnet could a missing mug be the crime of the century.

A missing wine glass
Two missing mugs
An intrusion into a place that is rented...

Not really "a missing mug"

You’re not a hotel and no one is expecting someone to let themselves into the air bnb during their stay. In hotels people know cleaners go in so may use a safe, keep valuables on them or use the ‘do not disturb’ sign to keep people out. YABU you should of waited until they were in to take the items round

“My review rating is 4.85 after 300+ bookings so I never even considered I was doing anything wrong.”

Does that mean you regularly let yourself in to the air bnb when you have guests?

OP how much were you charging the 6 people for the exclusive use of your place?

yes i would expect everything to be in place before I arrived and you shouldn’t have entered the property

Neither would bother me but I think you always have to err on the side of ‘this could potentially irritate someone’.

Why is that relevant? She will be charging the market rate.

however yes, she should provide the glasware and crockery sufficient for the guests, and the issue is clearly not simply some breakages, she’s lying, as providing one glass per person is not ok. It’s far from ok.

The guest is BU for messaging you at midnight like it's some sort of emergency. I swear a lot of people don't see airbnb/hotel/customer service etc. staff as human beings, but as robots who exist just to serve them.

But you are BU for entering the property, although I see where you where coming from, you just wanted to sort out the issue instead of having to come back again.

He sounds dramatic, I can't imagine getting that upset over glasses and mugs.

I don't do Airbnb any more though, it's such a trash fire in so many ways.

Seriously? I’d be furious if I booked an air b n b advertised for 6 berth and found I had so little in terms of supplies.

I wouldn’t have been comfortable with this. I would’ve left the glasses in a safe space and dropped him a message or gone back another time.

That said I’d also have made sure there were enough glasses in the first place.

This.

Stingy crockery, true. But if you report something, and therefore presumably expect it to be fixed, it probably shouldn't be a surprise when the person in question fixes it.

I do think some advance warning "thanks for letting me know. I will replace tomorrow and I'll be round at 12 to drop them off. I have a key so I can pop them in the kitchen if you're not in - let me know if that's a problem."

Then they have the info at least.

He's an arsehole, it is your property and you were entitled to let yourself in seeing as he asked to be provided with these items...what did he expect you do, magically transport them through a locked door. He's blatantly an idiot and best forgotten about.

The reasonable expectation is to contact the guest and ask when would be a convenient time to drop the replacements off.

Isn't the point of leaving a message that you don't necessarily expect the recipient to deal with it immediately? If they needed it sorting out quickly they would have phoned.

Why does that make him a nutter? He's not expecting her to remedy the problem at midnight, and there's no suggestion he expected her to respond.

I have a holiday let too. Those items should have been there as standard, your cleaner needs to be on it. I had a guest last week message to say the cafetière had broken. I offered to drop one round so they could continue to enjoy coffee, suggested a time & asked if they were going to be out, would they mind if I just popped it inside the door. This is just common courtesy. I never go in without the guests permission.

This wasn't just one missing wine glass, though, was it? Why wouldn't you ask the host to supply what you have paid for? Would you seriously have spent the entire holiday sharing four mugs out round six people without asking for at least a couple more?

You sound a very unprofessional and clueless landlord. This is why the regulations governing the running of air Bnbs need to be tightened up. Sorry but it's folk like you that give holiday let's a bad name.