Over the past 14 months, we’ve lived exclusively in houses and apartments listed through home-sharing websites like Airbnb and VRBO. Our favorite is Airbnb and we want to share our experience with you.
We’ve had some AMAZING experiences with hosts, and some that were a bummer. So as you host, here’s a perspective of just one guest about the things that turn us off an Airbnb experience.
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1. Don’t utility-shame your guests
As she showed us the house, the old European grandma was making fun of Americans because they need the heater on in winter. Why couldn’t they all be like her and just bundle up in the house? (“Never forget to wear socks in here,” she warned me.)
Once, our host asked us for more money because we were spending between €5-10/week on electricity (so, €20-40 for the month). We had told her we work from home, and as such, we do plug in our laptops. Even still, when the electricity ran out (it was prepaid), she refused to pay any more, saying we would need to cough up the money.
In one house, we were told there would be WIFI. We showed up on a rainy evening, so we pulled out our laptop and streamed one (one!) movie. Then the internet shuts off. Why? Apparently, while the house advertised “WIFI,” it meant the prepay kind through a cell company. When we called the landlord to tell him the WIFI was down, he was *shocked* that we had gone through the data so quickly.
What do all these stories have in common?
An Airbnb host advertising their space, without taking into account the different utility needs of guests, and then shaming those guests so the host won’t have to pay more. They do this by comparing the guest with “other guests” of the past who didn’t use utilities in the same way, making the current guest feel like there’s something wrong with them.
Please remember that you are hosting people from around the world, with different expectations regarding house temperatures and electricity usage. Guests who book through Airbnb are doing this as opposed to booking in a hotel, and the expectation is that guests will be able to enjoy a shame-free professionally-managed time in your house.
Don’t: Utility-shame guests
Alternative: Either increase the overall cost of the rental to accommodate the utility costs (I would rather pay in the rental price than be shamed later), or add extra pricing in the upfront rental agreement (e.g. “Electricity is provided up to €50” Or “WIFI is provided up to 50 GB”).
2. Don’t ask for more money outside the app
This was referenced in the past point, but we’ve occasionally had people request more money outside the app. Unless we’ve been able to forge a friendship with the host, this generally makes us feel uncomfortable. Why? Because we are living in someone else’s home, in a foreign city or country, and we feel helpless (maybe even manipulated). If we don’t pay them the money they’re asking for, could they throw us out on the street? (That’s blackmail, btw.)
These “extras” can include utility costs, tourist fees, or parking fees. If these are communicated in the listing, I’m generally willing to go along with it, even if the payment isn’t processed through Airbnb, because at least there’s some form of accountability. But if an extra payment is required outside the Airbnb website, and wasn’t mentioned in the listing, I’m probably not going to pay it.
Perhaps all this boils down to me being an uptight American, but as a host to people from around the world, know that not everyone will be comfortable with under-the-table money exchanges.
Don’t: Ask for more money outside the app
Alternative: Make sure you’ve taken into account all possible expenses before you determine your listing price. Also, for optional add-on fees, make sure it’s clearly communicated in the listing so people can make informed decisions.
3. Don’t offer the bare minimum
I get that setting up a house for Airbnb use is like compiling the perfect music collection: it’s takes time to balance the mood and necessities. So, with patience for the process in mind, I will say, however, that an Airbnb rental should be stocked with more than just the bare minimum.
What do I mean by this?
Well, maybe have more than just two forks (guests might need one for cooking), more than just two pillows (some people need an extra pillow for back pain), one blanket (people have different level of temperature comfort), or one pan (unless the host wants that one pan to get badly damaged by the one fork). True, the host has provided the bare minimum, but it will create a frustrating experience for the guest and will mostly likely cause those few provisions to wear down more quickly.
Don’t: Offer the bare minimum
Alternative: Think through your own house. What do you use regularly? What makes you comfortable? Odds are, those same provisions will be appreciated by your guests, and make all the difference come review-time.
4. Don’t stress so much about arrival times
This is the worst part of an Airbnb experience for me. I’m flying into an unknown city or country, trying to navigate airports, passport control, baggage pickups, customs, car rentals, foreign roads in foreign languages, parking, all while getting text messages from the host: “Are you here yet?” “Are you on your way?” “I thought you said you’d be here an hour ago.” Not to mention the stress of finding out my cell phone service isn’t working, so I can’t text/call the host to let them know I’m on my way.
I realize that not every host lives at the location of the house, but hosts should be prepared to possibly wait a while if they want to personally greet their guests. As the newcomer, the guest actually has no idea how long it will take to get to the house. No clue, whatsoever. Whether they’re flying in or driving in, this is all unknown to them. So expecting the guest to give the host an accurate ETA is unrealistic.
I’ve rejected some Airbnb listings just because they say: “I don’t live nearby, so pleease give me a precise time for your arrival.” I can’t live with that kind of pressure.
Don’t: Stress about arrival times
Alternative: Bring a book and settle in for a wait. I like when I can give them a range of time (“I’ll arrive sometime between 1900-2030.”). That’s a commitment I can stick with. And if you don’t like waiting, get a lockbox. I love a lockbox check-in; no stress!
5. Don’t forget to review your guests
I’ve spoken elsewhere about the importance of reviews to Airbnb listings, but I take my own reviews as a guest seriously. I’m aware that the reviews I receive could positively or negatively affect my being selected as a guest. So, I appreciate every time a host reviews their experience with me. I communicate, I clean before I go, I’m quiet and respectful. I know many other guests also take this process seriously and would appreciate being reviewed for it.
Don’t: Forget those guest reviews
Alternative: Return the favor of reviews. Be honest (for the sake of other Airbnb hosts) and be generous. We all need each other’s feedback to make this work and enjoyable. 🙂
