So, I’ve actually been too embarrassed to even write this, but I’m going to share it anyway because I think it’s important.
I’ve been high and dry for months with my listing for a while now. Luckily, I have a full time job, so I don’t depend on this income, but it does come in handy.
For those that don’t know me, mine is a shared home listing, guests have the upstairs bedroom and non-attached bathroom exclusively, and we share living and kitchen area on bottom floor, where my bedroom/bathroom is located.
I live in an area of NY that is heavily dependent on the summer tourist season. My rates range from $65-$85.night.
I’m in my 3rd year of hosting. Wait, maybe it’s my 4th. Anyway.
So, like I said, my listing was high and dry starting in the Fall of 2016, when I usually normally get a somewhat steady stream of guests from other countries. I of course, blamed it on the politics
I don’t like to rent during the winter as it’s iffy here with blizzards and I really don’t want to add keeping the place shoveled out at a moments notice for a guests need on to my already full schedule. Me, I’m used to traipsing through the snow but with guests, there is always a different standard.
Finally, in late April, I started getting a request or two for May and June. Some I declined because you know…stupid people ask stupid questions when they ask for a booking and you just don’t think it’s gonna be a good thing. For a while, I was declining more than I was accepting.
So, I started to play around with the smart pricing recommendations, and every once in a while, would change my price for a random few nights during the week to the ‘tip’ given by ABB, or just a few bucks above.
So, when “Suzie” requested a one night stay on a Wednesday night in the middle of May, for a listed price of $63, I said yes. The booking request came in one week prior to arrival date. She had one good review and 4 verifications.
Her initial booking request included details on 3 things they had planned to do and see (almost as if they read my guidebook and/or listing).
I was at work when I got the request, and the online app doesn’t always work well on my phone, and while her profile photo looked grainy and blurry to me…I attributed that to my poor overworked eyes and cracked phone screen.
So, I did my usual thing of reminding them of check-in/check out times, and the importance of coordinating check in time due to my busy calendar, when I accepted their offer. Also sent email via ABB system 4 days prior to check in, 2 days prior to check in, and 1 day prior to check in, and yet again at 630am on day of check in asking them to let me know probable arrival time.
Crickets.
So, my plan on their check in date was to call ABB once I got to work and figure out what exactly my schedule was going to be like that day, and see if I could change things around to be able to leave early for my rules which include a check in time of 3pm-8pm.
The you know what was hitting the fan the moment I walked into the office at 745am, so I just didn’t have time to contact ABB, and before I knew it, it was 830am and I got an email via ABB messaging system from guest responding to my emails, saying they were on their way and would arrive approx 930am.
So, at first I’m like…WTF? Stated check in time is 3pm, WTF. But I’m literally at work with a landline to one ear and my cell phone to another dealing with patients and their issues and doctor offices, with a total of 7 patients to somehow see in an 8 hour work day with an estimated traveling time of 70 mins for the day (i’m a home care nurse)…
So I was like, OK… I sent an IM to a friend, asked her to get the keys and leave in a place the guests could find them…deciding to allow the early check in as there was no way in the world I was going to be able to leave work early to meet the 3pm check in time anyway.
At about 245pm I rec’d an email via ABB from guest that my home was nice and charming and they took a nap as they woke up early to drive here, but that when they woke up from the nap, they turned on the diffuser, and the boyfriend had an allergic reaction to the oil diffuser (this is left in the bedroom with plain water in it, essential oil bottle next to it, instructions on exactly how to use it if they want to). They wanted to cancel their reservation.
I’m at my wits end by this point because I’m crazy busy and this is just pissing me off to a place of incomprehension. So I told them to contact ABB, giving them a screenshot of the number to call, and for them to advise ABB of the situation and that I would be willing to give a refund.
I get a call and email from ABB, sent a quick response back via email to them, saying yes, go ahead and refund their damn 60 bucks or whatever.
I get home…my keys are NOT in the place they are supposed to be (instructions I gave not only in an email, but also had my friend leave a note on the door), in fact, my keys are missing completely. NOTE: No, I’m not getting one of those ugly keypad doorlocks for the 3K I make per year, nor can I use the internet kind of door locks as cell service is sketchy, and if the internet is down, it would just be a disaster. )
Go upstairs…condom on floor of bedroom, pillow case and sheets stained with I don’t even know what kind of makeup nonsense that is, two rooms that are clearly marked “no guest access’ with doors left ajar (they were not ajar when I left that morning), towels left haphazardly, every light on in the most of the rooms, space heater in bedroom still running so it was like a sauna (also there is a note attached to space heater…'unplug when you leave the house”, basically, it was like walking into a crime scene, I know it doesn’t sound like much from what I’ve written, but I’m telling you, I felt violated.
I sent an email to them via ABB re: keys missing. 3 hours…no response from ‘guests’. Contacted ABB, advised them of missing keys, they contacted guest who found a hotel room 15 miles away. Guest sent an email after ABB contacted them saying they would return the keys “tomorrow late afternoon/early evening”.
I contacted ABB and explained the state the house was left in, the overall lack of communication, that they had the keys to my home, that I’m normally not a nervous nellie, but something was just not feeling right about this whole thing.
ABB offered to pay for me to have a locksmith come to my home immediately to change the locks. I happened to have an old set of hardware and a friend who was willing to come over and change it for me though so I declined the offer.
The guest did finally return the keys at approx 530 pm the next day, ( i went for a walk, they were there when I came back).
ABB contacted me numerous times via telephone and email asking if I felt safe, on numerous days, and they said they would leave the ticket open for a few weeks if I wanted to have the locks changed with no expense to me.
So, obviously, couple morals to this story eh?
But I guess the thing that impressed me the most was the follow up from ABB.
So, I know there will be a few who will chastise me for allowing the early check in, or whatever…go ahead, I’m not going to pay much attention to you though.
But for anyone else out there…my advice is to contact ABB immediately, be sincere, and know that there are actually times that ABB looks out for their hosts. Even their hosts who make them very little money.