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What is your experience about making recommendations to guests for shuttle/taxi service, parking, an other things?
I recently recommended a shuttle service to a guest (I’m not affiliated with the shuttle company, don’t get any commissions or anything, but lots of people ask me about this and they have given good service to other guests so I recommended them as a courtesy). It was super busy holiday weekend and the driver got stuck in traffic and couldn’t get to the airport to pick them up. This then became my problem, since I had recommended that guy to them. They had to take a taxi at a price higher than the shuttle.
For other guests, I also recently recommended a public parking lot and told them an estimate of the usual price for a 1 week stay if you reserve in advance. I guess that was going too far I shouldn’t have mentioned the price. They waited until 1 day before arriving super high season summer weekend on a Saturday and only wanted 2 days not 6 - result the price per day was double what I had said earlier. Again this became my problem.
Would love your feedback recommendations and experience on this!
I don’t recommend transport, but have a transport section in my Airbnb guide that outlines transport options. So for example I say there is an airport bus to the city centre, or an airport taxi service that takes from half an hour to reach me, depending on traffic.
I don’t see how a shuttle service not turning up became your problem.
Well, they arrived at the airport the shuttle service I recommended called them and told them he couldn’t make it was stuck in traffic. They then called me saying that the shuttle service I recommended couldn’t come and get them. And they would have to take a taxi which was 10-15 euros more than reserving a shuttle in advance.
I took this call as (1) implying I was somehow to blame for recommending an untrustworthy service (2) finding them another transport solution was partly on me.
I should maybe just get a thicker skin and say “Oh, so sorry that happened I guess you’ll have to take a taxi”.
Yes you should @Jenna There was no reason for the guest to contact you when it didn’t turn up. They should have just jumped in a taxi. Why do you feel finding alternative transport was on you.
As I said in my earlier post. Don’t recommend transport simply state options available.
It’s hard not to feel like everything is on the host, I need to take some distance.
In this case, they specifically asked me did I know of any shuttle service. What would you have done in that case? If they specifically ask the question on the Airbnb platform? Next time I’ll qualify it like “some of my guests have been happy with X service but I don’t know them personally”. Or do you just blow them off and say “have a look at the transport section”?
Also I’m really starting to agree need to keep all communication on Airbnb platform. Although I like the ease of using Wayz or google maps to follow up their location when they are driving on arrival day so I can plan my day.
I don’t give recommendations for parking, shuttles, etc. I simply tell them to ask someone at the airport because they would know better. Sometimes I wonder if they’re asking in hopes that I will pick them up. I know some hosts offer that as a courtesy
but I would never offer to pick them up. The only recommendations I have made are to restaurants nearby.
I include information about transport including shuttles in my Airbnb guide book . I would have said replied that XXX shuttle service is one of the options they can use to get to/from the airport and refer them back to the transport section in my guide book for further information @Jenna
Then you are not making a recommendation but stating a fact.
Human nature is such that when you recommend a service, if it goes tits up then you, as the person who recommended, will get the blame.
We provide nothing more than times and approximate fares (by taxi & train) from our two nearest airports. Whatever they choose is then down to the guest. Not sure we even have “shuttles” to our nearest airport!
Lots of times they just want a reliable shuttle service tho we are in an area with hundreds of shuttle companies and internet brokers, some reliable some not so much…
I recommended a car hire company once, they took the cheapest 9 euro per day price without ANY insurance and then called me to complain when the battery was dead, had no roadside assistance, and had to pay for a shuttle back to the car company to get a new car.
Like the old saying “you pay for what you get.” If I were renting a car in another country, I would get insurance but some people are penny wise and pound foolish. In the long run it probably cost them more than the 9 euros a day they paid and they had the audacity of calling you to complain. What is wrong with some guests!
Hi Jenna
Hope things are going well for you. There’s a fine line between informing and recommending - stick with just providing the info and you won’t get in trouble!
It’s hard as it’s in our nature to want to offer help to guests, but unfortunately, that can mean you’re in the firing line when things don’t go to plan.
Include information relating to transportation (and anything else you think a guest might find useful) in your Airbnb guide book. You could go digital with your guide book, allowing guests to access it prior to their arrival, and giving them more time to digest the information.
Like most hosts apparently, I provide a guide book with information. I provide the type of service, a blurb from said service’s website if applicable, the phone number, distance from my house and web address.
If people ask me if a restaurant is good, I will say something like, “My husband and I like it, and we’ve had other guests say positive things about it.” That way, I’m giving my opinion, but not telling them flat out that it’s a good restaurant or not.
It’s kind of like what I do as a Realtor. I’m the source of information, but it’s up to the buyer to absorb the information and make their own decision based on it.
prior of checking in I send a bullet point list to guest in which I mention the essential info (lockbox code, where to park, wifi info)
The other recommendations that are non essential but useful are in a laminated booklet on the coffee table (rest recommendations, attractions, restaurants).
If anyone is asking me non-essential stuff I reply check the booklet on the coffee table.
What are your recommendations of options for digital guide book? I have a pdf document linked to my website that I’m constantly updating and I give them the link they can click on.
On HOmeaway it seems well done, all the information you can put into the guide including urls to videos and pictures!
But I don’t know how this is experienced from the guests end nobody seems to look at that.
I personally do arrange transportation and excursions for my guests, mainly because the guests coming are not from Costa Rica, so a majority don’t speak Spanish. Yes, there are times that it’s been a headache when a shuttle driver tells a guest he won’t drop them off at my rental-it’s a little outside the village. The guests I’ve had really appreciate me going out of my way to set up these services for them. It’s taken years to get to know each of these companies I recommend, so if I don’t use them personally I’ll tell them. For instance, I only recommend two horseback riding excursions, but they are a little further from town. If a guest wants to do a tour in town,I honestly tell them it’s not who I recommend, but they can certainly go. Typically, they return unhappy with the tour. Most of our guests are coming for unique experiences, I try to set them up with who I know. It all depends on where you’re located.
I rented a home in Costa Rica 2 years ago (through VRBO) and it’s managed by a local real estate company. They arranged the shuttle in San Jose to Dominical and also had rental cars brought to the office for our pick up. They got me a parasailing excursion last minute. They were awesome in every way and added a lot of value to our trip.
Where are you and what kind of rental do you have? We all loved CR and though I’d like to try other places too the lure of CR is strong.
I’m so glad you enjoyed your time in CR. Yes, it’s an added value to have transportation arranged for you ahead of time and excursions lined up during your stay. I am a Co-Host for Casa Cocobolo, located in Montezuma ( Pacific side as well, but located on the Nicoya Peninsula-Blue Zone.
There was no reason for the guest to contact you when it didn’t turn up. They should have just jumped in a taxi. Why do you feel finding alternative transport was on you.