So, 260+ comments down the road, 82% of them 5*, Superhost and hosting on Air since 2013. In all these years had only TWO comments below 4*: one from a very nice Indonesian lady who went on and on about how great everything was and how happy she was about her stay, and then gave us three stars. Still puzzled, but not too much, as her comments were so positive.
The other 3 star comment REALLY angered me. This guest booked for 6 nights, and from the first minute I knew he was going to be difficult. Why? Because instead of his name he used his Airbnb listing’s name. So I wrote asking for his name and address…he never replied to this. Then he writes saying his plane lands early, so can he check in as soon as he gets there. My check in time is 16:00, check out 12:00, which is absolutely necessary because during the full season we’re booked solid. By chance the previous guests are leaving very early and my cleaning lady says it’s ok for her, so I tell him no problem. Next mail (still no name or address) he asks if he can also check out late, as his plane leaves at 22:00. I see the next couple of days are not booked, so I tell him OK, if there is no last minute reservation.
I didn’t become a Superhost by chance: we (my cleaning lady, the friend who takes care of check in and of looking after our guests when they’re there and myself) bend over backwards to make our visitors’ stay as pleasant as possible. I send them at least two messages during their stay to make sure they’re comfortable, and my friend Lia is the most extraordinary PR one could imagine and is fantastically popular with our guests. This guy walks in, walks out, says hello, never answers my mails asking if he’s enjoying his stay or needs something. Not very nice to Lia, but, OK, sometimes people don’t want any interaction and that’s perfectly fine.
The day he’s supposed to leave, he gets the Airbnb mail asking him to rate his stay. Which he does (but he’s still in the apartment). Since I always rate immediately, I give him my usual nice comment, although I strongly suspect his won’t be so nice. So, Mr. A**hole gives me 3*…and complains about the size of the apartment (there are 25 pictures taken from every angle, a detailed description, a floor plan and a mention of the exact size, i.e 15sq.m!) - saying the description is “misleading” - and about the price, saying it’s too expensive!
I’m so angry I see red: send him immediately a message saying we had a last minute booking and he must leave within the next half hour. Since everything went through the Air messaging system, he’s out 20 minutes later…and must have spent the rest of the day wandering around with his luggage. Which, if I judge by his comments (that he didn’t have enough place for all his suitcases) must have been pretty bulky! I still can’t get over his rudeness and stupidity!
I also wrote him that I was a bit surprised that he hadn’t bothered to read the description which mentions several times the size of the place, that the price is justified by the fact that this studio has so much demand and that I hoped for his sake that his Airbnb guests were fairer and nicer than he was!
A couple of years ago another host also gave me a hard time, complaining about what I later found out were imaginary noises (no one mentioned them before or after him): I was still new to the game, he asked for a partial refund and I gave it to him, and his review was …so-so. I later realized it was pure blackmail, and I certainly wouldn’t let it happen now.
And yesterday…3rd unpleasant experience with hosts! They’re landing at 21:00, so I give them the usual choice: either send them our friendly taxi driver with the keys, which costs them nothing but the taxi flat rate. Or use the keybox. Being Dutch (stingy) they chose to take the bus and use the keybox. Thereafter ensues a 4 hour exchange of emails to send them detailed instructions, including pictures of the place where the keybox is, pictures of the keybox (it looks like a huge padlock), Google instructions to walk the 3 minutes from the bus stop. The code…the small black lever to release the padlock door…more pictures of the door of the building. Instructions on how to use every key.
My phone rings at 23:00 (just to make all this clear: I live in Switzerland and my 5 apartments are in Greece…). The lady, almost in tears “We’re here, but there are no keys in the box…”. I almost faint: lost keys, someone must have stolen them…find Lia to get her to come to give them her keys…Panic. After frantic phone calls, Lia on her way form her house (a good 20 minutes away) my husband asks, repeatedly: “Are you sure they opened the right box?” “Oh please! She says they’re at the right address, and there is no other box”. “Yes there is” says he, wise man. “The old rusty mailbox”. I look at him pityingly “Pleeeeease…they couldn’t be THAT stupid! I sent them a picture of the keybox!”. He says “Call them, you never know”.
Next conversation “Dear Mrs. Guest, which box did you look into?” “The black box, next to the door”.
At that moment, I wish I was there in Athens and I could punch her and her husband.
“Mrs. Guest, I sent you a picture of the box: it’s grey and it has rotating numbers on it.” "Huh, no, this one is black, no numbers."
Finally managed to walk them 2 meters further, find the keybox, open it and make it to the apartment. Feeling wretched, annoyed and sad that there is so much stupidity in the world. My husband says people NEVER read instructions. He’s right, but then what can one do? And I’m sure I’ll be getting a comment about that in their review.
I hate hosts as guests!