I could use some advice about a developing situation with an incoming guests who looks like trouble.
I guess I’m not really active on this forum these days, and I feel bad than I only seem to pop by when I need help/advice. But Bad Things are
happening here. I’m drowning in paperwork, and having a difficult time
keeping up. So I apologize.
Anyway, I got a booking from someone who is shaping up to be a problem guest. He initially attempted to make a booking from 29th March to 1st April. The only problem was (a) the booking was for two people, but he made it for one. (b) he stated that he would be arriving at 11.55 on 28th April, and would be checking in around 1-2 am © he would be checking out around midnight on 1st April. His first message pretty much says it all:
I would like to book your lovely place from 28 March till 1
April. Will arrive Mumbai airport in 28 March at 23:55 and
estimated time to reach your place will be on 29 March between
01:00 to 02:00 (first hours of 29 March) And will leave at first
of April at 23:59 before midnight of 2 April. So make check-in &
check-out dates from 29 March to 01 April.
I explained to him that if he wanted to arrive at 1/2 am on the 29th, he needed to book from the 28th. After cancelling and rebooking from the 28th to the 1st, he then discovered that he had only booked for one person, so then cancelled and booked again. There the matter rested. For some reason, I failed to realise that his statement about
leaving late on 1st April was also not ok.
This all went on for quite a number of messages. In hindsight, I probably should have cut things short and told him to go away after around 20 messages, but hindsight etc. I see at one point I wrote:
> Finally, check out will be at approximately at around 22:30 to 23:30
> pm on the evening of 1st April, correct? Just confirming.
So it seems in this case I missed that he was checking out on the 1st. Perhaps I thought it was the 2nd. I should have been paying more
Anyway, things hit the fan yesterday, when I got a booking request starting on 1st April, which I accepted. When checking when this guest
was leaving, I realised what had happened, and sent him a message telling him that he couldn’t check out at 10.30 pm+. He was not happy.
I don’t normally do this, but I’ll post the exchange of messages to
give the flavor. From me:
I just looked at your messages again, and noticed that you wrote
> we’ll check out in 1 april between 22:00 to 23:00
But I just noticed that your booking is till 1st April, so that
won’t work. The official checkout time is 11 am, but I can make it
a bit later if necessary. But not as late as 22:00. I’m not sure
why I didn’t notice it at the time of booking.
If that won’t work for you, please feel free to cancel the
booking. Otherwise, please specify a more suitable booking time.
Faheem you told me then we can be flexible in check out, I paid
for a night I’ll not use it at all I’m very sorry you’re putting
me in hard situation and can’t booking any place else and we’ll
leave at the evening because of planes time, so it’ll be hard and
unbelievable to pay for other night then we’ll pay for two nights
will not use at all or stay at street with our luggage Again, you
confirmed with me on these dates and times which i told you more
than three times by different ways (check our conversation if you
I responded with:
I’m sorry, but it seems you don’t understand how check-in or
checkout times work. The check-in and checkout times exist so that
guests who arrive the same day can be accommodated. I try to be
flexible, but obviously if you’ve booked for a period ending on
1st April, it doesn’t make sense that you would expect to check
out at 10 pm or later. That means you will have blocked off that
day, and nobody else will be able to arrive for that night.
In any case, I have another reservation starting 1st April, so I
will need the room to be vacated not much later than the official
checkout time of 11 am.
I really don’t have time for this, I’m very busy. I strongly
recommend that, as you are not happy with my policies, which are
very standard, you cancel the reservation. There are many places
ini Bombay that can accommodate you. I think that since you will
be cancelling more than a week in advance of the arrival date, you
don’t have to pay me anything when you cancel, but in any case,
I’d be more than happy to refund you any money I got from your
reservation. So, please do go ahead and cancel as soon as
possible, so that those dates can be freed up for other
bookings. Thanks in advance.
Which received the following response:
Seriously this is the way of dealing with your guests?!!! Before
one week you’re asking me to cancel and look for other place?!!
If I’m checking out late and (as you said) I’ll block one night
like that if they want to check in in the Same time so they have
to pay for 1st of april that i already pay!!! And you don’t have
time for what… it’s your place and you make it harder. Please
check our conversation and see how you confirmed with me several
times about dates and times of check in and out Faheem you’re
putting me in hard situation like that, and I’m totally upset
Well, I’m not sure how to handle this. I think it would be reasonable
to contact Airbnb and tell him the guest is being hostile, unreasonable, and uncooperative, not to mention incoherent (I’m not really sure what half of what he has written means), and ask that his reservation be cancelled. Airbnb reps aren’t exactly reliable, but I’m not sure exactly what else to do.
I agree that I should have spotted the problem earlier, but this guy should also have basic reading and comprehension skills. Everyone else seems to manage it. And I’m not a computer.
But as of right now I’ve got someone arriving on 1st April, a booking
I would like to keep, and this guy is giving me attitude about having
to leave at the regular checkout time. This is really the sort of thing that makes me feel that perhaps I’d be better off speculating on the stock market.
So, if you good folks are willing to help me make my case to Airbnb, I’d appreciate it. Alternative suggestions are also welcome. Thanks in advance.