I have a guest coming next month and her introductory message is reminding me of a horrific new guest I had last year. I’m wondering what I can do to set expectations about what Airbnb is about so she doesn’t complain about it not being like a hotel.
As background…the previous guest was new to Airbnb, and was a retired middle-aged woman coming to visit her child in the area. Her communication was great and she was very thankful for all the guidance I provided. I didn’t expect any problems. Shortly after checking in, she approached me and said she was uncomfortable staying at my place because of her OCD about how things should be in a home and the fact that my dining room wasn’t as pristine as in the pictures (I had some items neatly stacked on the table for a project I was working on). Apparently she wanted a sterile environment with no signs of a host living there, even though there was no dirt or mess in my home.
Anyway, this new guest coming is in the same demographic (retired, coming to visit an adult kid), and usually stays in hotels but her kid told her to try Airbnb. She gave me an introductory narrative about who she is, etc. and was very complimentary about my house. I accepted her, but now am having a flashback to this horrific guest from last year and want to establish expectations about Airbnb before she arrives so there are no surprises or negative reviews.
How do you typically explain how Airbnb works to new guests, or ones you worry will have unreasonable expectations? I’ve already reminded her that I live here and the common areas and bathroom are shared. My listing is very thorough about what is included in the room and my house rules. Should I go further and say that there is no maid service or meals? Anything else to make sure new guests know? I can also explain Airbnb’s rating system when she checks out so she doesn’t use the Ritz as the criteria for a 5 star rating.