I always follow up any reservation with telling the guest what they have actually made a reservation for, e.a. a room with a shared bathroom. I learned this invaluable tip on this forum and it’s really useful: It causes some hassle, but it also saves me some trouble.
The last one that caused me hassle was a lady enquiring about one of our rooms with shared bathroom. She wanted one night in probably the most important week of the Latin-American year, easter:
She: “Are you in the tourist zone? And is it a private bathroom?”
Me: (Just read the
listing and look at the map.) ![:innocent: :innocent:](https://airhostsforum.com/images/emoji/twitter/innocent.png?v=12)
![:innocent: :innocent:](https://airhostsforum.com/images/emoji/twitter/innocent.png?v=12)
“We are super central in the tourist zone, in probably the best possible location. The room you enquired for shares a bathroom with one other room, we do however have the (X) room with a private bathroom. Follow this link (link)”
Three days later she reserves the room with shared bathroom.
Me: “You have made a reservation for 1 night for 1 person in the (Y) room with shared bathroom from…”
She: “I want the room with private bathroom!!!”
At this moment, after she shouted (!!!), I already didn’t want her as a guest anymore unless it was worth the money, so I upped the price to $US 90 for the (X) room with private bathroom. We realistically hope to get US$ 70 for that night, but $US 90 for a room that our last guest called a 5-star hotel isn’t exaggerating either.
Me: “Hi, you have reserved a room with shared bathroom, but would prefer a room with a private bathroom. This is no problem. You can cancel this reservation for free and make a reservation for the (X) room with private bathroom through this link (link).”
I know that I can do a change of reservation, we do it a lot, but as stated above, at this point I didn’t want her as a guest anymore.
She: “And how much would the other room cost me?”
Me: “To know the exact price, you will have to enter the following link (link) and put the required dates in the system. We use a dynamic pricing system that continuingly adjusts price to demand, and also AirBnB adds a percentage to the total that is unknown to us.”
I guess that at this moment she FINALLY opened the link.
She: “It says that it’s US$90!!! That’s an outrageous price!!! I don’t want the room anymore and I want my money back!! Thank you… but US$ 90 is exaggerating! I want to know when you will return my deposit.”
Me: “According to our cancelation policy you can still cancel for free. Shortly after AirBnB will return the amount paid. You will have to cancel, as AirBnB doesn’t permit us cancelling without punishing us for it. Thank you for understanding.”
Lots of hassle but in the end I think we dodged a bullet. Who starts screaming at you for a reservation they made themselves after being informed really well about our listings?