Mary and Pete were first time users of Airbnb. They planned to arrive early evening but then turned up on my doorstep unannounced 15 mins before 3pm when I had to go to school to collect a group of 7 kids for a trip (no email, text or message from them). We have a lockbox with keys, so flexibility and "modification" is not an issue to check-in between 3-10pm if I’m not around. This system has worked extremely well for the past 3+yrs! However, I was there (about to leave) and of course I wanted to show them around. (You’re welcome. And yes, I was late for those 7 kids).
I found their private feedback to me particularly interesting (written by husband Pete)... None of these concerns were mentioned to me during their trip when I was on hand. AND they never returned my keys on departure (them only realizing once at the airport. I had to get new keys cut for new guests arriving same day).
And, there's more!
“There was no television in the room” … mentioned twice. Nowhere does it say in my listing that there is a TV in the room. There is one in the living room that people are welcome to use. You’re in the beautiful city of Vancouver… may I ask why you need a TV?! Unlimited wifi in the house is provided for all your device needs.
Yes, check out is at 11am. As per our listing. You had returning flights close to midnight that day and you asked for a late check out the day before leaving?! We had guests arriving at 3pm and had to clean and prep the room. So in this instance, late checkout wasn’t an option. But had you asked with some notice, then of course we could have worked something out.
I offered to call you a taxi and we mutually agreed time of 11.10am, bearing in mind check out is 11am. As per our listing. You were then not ready to leave as you were still packing, so I had to call and rebook your taxi close to 11.30am. I even helped weigh your suitcases to make sure you were not over the limit. (You're welcome!).
Accuracy, Check-in, Communication, Value and Location 2-3 stars?! You got a beautiful private room for a fraction of the price of the price of a hotel. YOU chose the location and a private room. Why didn’t you pay for a place downtown?
I gave you some great suggestions of places to eat in this wonderful city of Vancouver, none of which you expressed you liked, and you ended up both nights at the local pub eating pizza and burgers. I’m scratching my head here… help me out!
I’ve had wonderful, amazing and amicable guests with great reviews in the past 3+yrs of hosting, and loved every minute of it. Situations like this are going to happen, I realize that. Just as well my kids weren't home otherwise I'm sure that would have been something else to complain about!
Sounds like you need to book a hotel next time with TV and order-in pizza.
For the record, Mary was a delight to talk to, and Pete was extremely miserable and rude to both myself and his wife.