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How do you handle a guest who brings a dog without telling you

pets

#21

I"m afraid that they can figure out that you didn’t recommend them, and they can come back thru client support if they fall on the right agent they can make you miserable.


#22

Also what would stop this person from just shutting down her account and setting up a new one with a new email, credit card and psuedo.


#23

I don’t know. I haven’t attempted it, some here have but they don’t seem anxious to share the “how to” information. That person is, of course, a new guest with no reviews and that might hurt them with some hosts. Airbnb is supposedly looking at creating a superguest program so maybe that will encourage people to behave and build a good reputation.

As I already said, that seems like a terrible and ultimately unworkable way to run a business.


#24

What a lot of trouble for accommodating pets! I have four dogs, which I feature in my listing, but I don’t allow my guests to bring pets, and I don’t allow my dogs in the guest space. Do you feel like you’re getting more guests by allowing dogs? What about the people you’re losing because of allergies? I show a photo of my dogs, but state that they are not allowed in the guest space. I do this to attract dog lovers, who are generally good guests. If they want to meet our dogs, they are welcomed to come in the yard where the dogs are. Some do, some don’t. It also discourages people who don’t like dogs from booking.


#25

I definitely get more booking a because I allow all pets, no breed or age or size restrictions. Heck, I even allow horses at my farm (I don’t allow the horses at my separate house listing as there is no facilities, save the half acre fenced yard). Anyone with severe enough allergies shouldn’t stay at any of my listings because where I live I have many animals and used to live at the single house listing with lots of animals. I will say that the problem people with their problem pets are problems not because of their pets. It may be extra work but I am an extreme animal person so seek to accommodate others who do the same. I still get quite a few bookings without pets as well at both locations so being pet friendly (again, with no restrictions) makes my offerings very valuable to some. I often get dog people going to sporting and working dog competitions within an hour of the house as well. They appreciate. It just pet friendly but pet experiences and pet knowledgeable. I also gain dog boarding or doggy Daycare or even some training clients during their stays. And families that are there for a month or so between houses or between military duty stations with pets love booking with me. It’s definitely not for everyone but I enjoy it and sometimes even prefer the pets to the people!


#26

So, I waited until they wrote the review and then waited a further 48 hours so it was past the deadline for them to edit their review and then sent a request for the pet fee. I used @KKC words and sent a request for the pet fee. Although I wasn’t happy with using the softly, softly approach, as they couldn’t have missed my pre-booking message and house rules about only pets only accepted by prior approval.

I hope you enjoyed your stay, I see you brought your dog. I’m sorry there was a misunderstanding about the pet fee policy, it’s normally due in advance. I’m submitting the request for the pet fee now.

Silence until I involved Airbnb after the 72 hour mark and then miraculously they paid! Now it’s time for me to write my review but I don’t want to do it immediately as that will make it very obvious what I was up to, as the review is not going to be nice. Please chime in on your thoughts on my review. I gave the house keeper the choice of me blocking Christmas night so she didn’t have to clean or I would give her a $50 bonus to clean Xmas Day. She said she could fit it in between her family functions.

  • Guests that broke a number of house rules, including bringing a dog without checking if this was ok and they had trouble respecting the check out time. The house keeper was very upset that on Christmas Day of all days our villa was left in such a state that it took her an hour longer that normal to clean.

#27

I’ve posted this mulitple times elsewhere but I think you missed it. When you submit a request via the resolution center it seems to be very hard to find. I know it’s not visible in the message thread or on the reservation anywhere. Airbnb does send an email with a link for it. I literally stood with a guest who was trying to find it anywhere on the app and we could not find it. I told him to check his email but he never got it paid before checking out. That’s how I learned just a smidge of patience with the process.

So now when I send any resolution request I explictly tell them to check their email for a link to the request. These guests may have been deceitful or negligent. But in our business I think it pays to take the high road when possible and assume the best, even if for no reason other than it makes us look like the good guy if an Airbnb CSR takes a look at the message thread.

As for the review I like fewer words and more directness a la Ken. Had trouble respecting the check out time = checked out late. As for the housekeeper being upset on Christmas, I don’t think guests care, especially not at your high season “luxury villa” rates. Being honest here (you’d expect nothing less from me, right?) you are managing investments. If this were your family home and you were an hour late sitting down to Christmas dinner because the guest left the guest room down the hall a mess on Christmas eve perhaps the feelings about it would be valid. I’m all for respecting and validating housekeepers but that’s your job as the manager, not the guest’s job. If I had a housekeeper they’d be getting a more substantial bonus on Christmas. I’d be remiss if I didn’t add that I still think it’s a mistake calling your listing a villa. :wink:


#28

Then you are really in a specialty niche. How wonderful. I love animals, too and would love to what you do!


#29

@beneluigi. Definitely. I just had a young couple that checked out of my spare bedroom listing at my farm this morning. Although they don’t even have a dog they were staying with me while visiting her dad who lives about 5-6 miles from me that has a German Shepherd and a Chihuahua. They are interested in becoming clients of mine based on their daughter’s glowing praises of me and my dogs and my home and my set up. It also helps when my dogs are well behaved and then people seek my help for training theirs as well! I already have several clients in their gated community and I enjoy serving those there. Win-win here!


#30

Thanks, when I post something on the forum asking for advice I do expect to get it, that’s why I do it. I did wonder whether it was worth mentioning the xmas day thing and I will now take it out. I have also added the bit that they will find my request for the pet fee in their email to my saved “dog accept” message. I had followed up with a message at the 48 hour mark on the platform asking him when he was going to pay as it was close to getting Air involved and he hadn’t answered.

I don’t read all threads on the forum, only the ones that interest me, so yes, I could easily have missed it.

As a guest I have never been sent a request for extra payment so don’t have the perspective of the other side. Being a guest is where I often find better ways of doing things. I find it amazing how after 4 years, so many guests, so many times I have stayed as a guest and the fact that I read so much about Airbnb I am still constantly learning new things. Which is why I shake my head at guests with 3 reviews who tell me they know how Airbnb works.

The internet is full of descriptions of what a villa in Australia means. As we have discussed before it’s very different from other countries and as I have few overseas guests I have never had a guest not understand that an Australian villa doesn’t come complete with an “Arturo” @Icklemiss.

Here is one of many descriptions from google on an Australian villa:

The difference between a townhouse and a villa is quite small. Townhouses tend to be 2-storey properties whereas a villa is always going to be a 1-storey property. If we go ahead and have a look at the villas here, we can see that they’re all one-storey. But, villas are similar to townhouses in that they are a part of an overall complex.


#31

OMG, yes!

I know. I’m going to PM you.


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