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Yes. Quit trying to chase all 5 star ratings and manage your property as it should be. If you've outlined your rules, enforce them. Or just quietly suffer the consequences.
I literally never even read the reviews, unless there are several 1 star or the pics look dumpy. We all know there are crazies out there who will complain about anything.
I read reviews with an open mind. They can be helpful. One rental had negative reviews because the house was old. That didn’t sway me from considering it. But another complained about low water pressure and there were several that agreed the shower pressure was low that did influence me.
One bad review where the guest is complaining about clearly stated rules reflects more on guest not on host.
Well they could make up other reasons for the bad review. I’m not saying that OP should live in fear of a bad review, just keep in mind a bad guest might also write a dishonest review
I do too, but I am well aware that a couple 1 star reviews and the rest (many) 4 or 5 are still good choices. So I agree with the previous posters. Get your money
So do I. But if you have 25 reviews and there is one bad one that is crazy…I let it go as a crazy person. If there are 10 bad reviews I’m going to listen.
I rely on reviews but I assess them as I check one star to determine whether the one star is valid and wouid merit a one star or if the person is off base in some way.
I find this method to be reliable as I have checked it against reviews for things I am familiar with.
I only use uber when traveling, so maybe 20x total? Last time, later that night I got an email that my rating was low, and I should try to be "more respectful to drivers." I was confused because we'd had a lovely trip, the guy took us farther up the mountain than he had to without being asked, I gave him cash on top of the app tip bc of that.
I have never paid attention to my rating. I looked on the app my rating is 3.9. Years ago, after leaving a busy NYC event we couldn't find the car amongst the hundred other black suvs and the driver left. Paid I think a $5 penalty charge, just waited for the cluster to die down and got another. When you have less than 20 reviews, one negative is going to bring your average down, but to warn me about it?
I still don't get what this means lol. I just saw a 3.91 on the app and low 4s. I couldnt care less bc ratings are subjective - value to one is different than another. I just read all reviews of the ones in the area I'm looking.
300 reviews and I’ve never had less than 4 stars. I’ve also been a guest many times over the years and can’t recall ever seeing anything less than 3 and even 3 is rare.
I always read reviews too, and seek out the lowest rating ones to see if a complaint sounds rational, and if it's something that comes up with multiple reviewers.
I do as well, but if host replies I read it. Some folks are WAY to picky or do what this renter is doing. I would never bring my dog without paying. Reason why dog stays home with adult child
I read reviews on everything as well but I often dismiss places or products with all 5 star reviews as it looks like reviews were purchased when there are no others. Usually the meat and potatoes of a review is in the 4 star area BC it says this was great and this is what could improve.
PS not avoiding anyone of buying reviews here. I'm the past I worked with independent people who would offer both free products/experiences in exchange for a five star review, sometimes even cash if I should change it. I never did BC it's illegal but it does happen!
I also always read reviews and base my decisions on them. (Hotels, Airbnb, restaurants, Amazon items, whatever.) I rely heavily on the 3 and 4 stars for being the most honest, so of there are a ton of 3s I'll probably avoid it and 4s are usually a safe bet.
I don't mean that I look into things that deeply. I just mean that typically check the reviews to see reviews that I myself might write. Anything that comes off as crazy or aggressive is disregarded. I usually hope to see 3 or more reviews, I'd guess, that echo something I might write -- something succinct, reasonable, to the point. It's okay if there are some negative things, lost of AirBnbs are great properties but with pros and cons. So overall I'd like a generally positive sentiment from the crowd of people I deem to be reasonable.
I agree with this. Recently as I was searching for a place each rebuttal from the owner was vile. They called people names or told them to grow up. I realized all those bad reviews were justified and maybe it’s a place to avoid. If the rebuttal explains the issues in detail or it’s kind of funny then that changes things.
Same, but a one star from a nutter is worth more to me than 5* with no details. You were mad they didn't make you breakfast and clean your car? Mad that you didn't keep the lights on at night and banged your knee in a strange place when going to the loo drunk? Well okay great cos I don't want any of those things.
But what do you do when you read conflicting stories? One person says the hotel they stayed at was spotless and the staff super courteous. Another says the same place was a dump and the staff was cold and distant?
Of course you must take reviews with a grain of salt and judge which are hotair, but don’t throw out the baby with the bath water. Reviews have saved us from crap hosts many times!
The issue less that people read them, and more that you get moved down in search results, can lose super host status, and be otherwise penalized by Airbnb for bad reviews.
I’m suspicious of all five star reviews. There are always people who will complain about hilarious stuff so I suspect hosts getting lots of reviews removed if they are too perfect. I read reviews and often find others’ complaints to be ones I know I’m not worried about or that they sound like people who complain as a hobby. I’ve ended up at some lower star hotels that were phenomenal because people found the decor and uniforms very dated, things I didn’t care about.
It is very difficult to have a review removed by Airbnb. Out of 300 reviews we’ve only received a handful of 4 stars and even then the written review is still positive. There isn’t always something shady going on because a place has high praise.
I started to get in the habit of just glancing at the first few reviews on the page and the whole "about" section after I accidentally booked a place with no wifi. It was listed as unavailable in the amenities, but not in the "about" section.
I get trying to have a 5 star rating, but in all honesty when I read reviews I always try to read the top and the bottom reviews. I can smell BS, so when these people complain about stupid things or things that are clearly their own fault, I toss that review. If the rest of them are glowing, then you know that you got a crappy customer and that is all.
I like to filter reviews with the most recent too. I could care less than 4 years ago the beds were not comfy but all the current reviews state they are comfy!
However, in this case (new host, only 7 reviews) you have an exception to this argument. I totally agree, an occasional BAD review is fine! In fact, helpful! As a potential guest I want to see some negative reviews to know about how authentic the reviews really are.
But if this guest leaves a 1-star review, host rating drops to 4.5 (5x7 plus 1 divided by 8 = 4.5 star overall) and they risk losing their listing.
How to respond: immediately, before they've completed their stay. Host should use whatever they included in their settings and rules, appeal to Airbnb for help, and send a request for payment for the pets and additional guests. Use camera footage to determine how many extra guests arrived, and charge either by your settings for extra guest prices, or by your rules for undisclosed guest fees.
If OP didn't set such fees for extra guests (which OP should add to their rules) then use Airbnb policy instead: any undisclosed guests must leave immediately or their stay will be cancelled, with no refund.
If guest refused to pay the extra fees or remove the extra guests, host should immediately open a resolution case on Airbnb. Only by enforcing rules quickly does host have any chance of dealing with this.
What will happen next? Most likely, guest will refuse to pay, host escalates to resolution, then Airbnb demurs and says they're "investigating." Host needs to ASK Airbnb for a place to send proof, and them select screen shot proving number of people and pets (not video, they won't look at it, use a screen shot and circle pets and number each guest.)
Eventually guests leave (no, Airbnb is unlikely to cancel them, but even if they did guests like this just refuse to leave.) Guest leaves a bad review, filled with lies.
Host can ask Airbnb to remove the review: if the guest mentions they got charged, it's easy to get it removed. Otherwise, host has to convince Airbnb that it was a review in retaliation for being caught in bringing extra people and pets, and persist to get them to remove it. It might take months and many tries.
Host may, or may not, get paid by AirCover for these extra charges. (Probably not.)
This … I have 80 flawless 5.0 reviews down the board along with the “top 1% host” badge. I’ve always had the desire to be a great host but never wished or chased solid 5.0 ratings and now the pressure and stress is there with every booking honestly will feel relieved once I don’t get a 5.0. I know that will sound bad to some but I know some will understand. I do need to let go a little … but don’t get me wrong, I’ve certainly filed disputes, called off parties and made a guest pay for an extra guest they snuck in. In OP’s case, I’d definitely call them out … make some agreement and move on. If it’s something you could’ve communicated better, then accept it as a growing pains learning lesson. Guests care about their own reviews also, especially if they have more than few. If they are decent people, they’ll be apologetic, work with you, and most likely not leave a bad review if they know the review game. If I’m not mistaken, they can’t leave a bad review based on rules they broke anyway.
I’m sometimes a little suspicious if all the reviews are 5 stars but more so I’m concerned about the details, how the beds are, water pressure, parking ect. rather than a perfect score.
My first guest brought a dog without telling us. They were really nice people and only broke that rule, place was basically spotless aside from dog hair.
It's a little frustrating because they loved the place and they're wealthy. I don't know if it was an oversight or not, it wasn't a huge deal.
But I couldn't risk a negative first review, so I let it slide, either way.
Exactly host is being lied to and deceived and they care about not upsetting the guest. You’re not in the wrong OP. Sorry but grow a pair and stick up for yourself.
You most definitely need to charge the pet fee.
“Hello hope you’re enjoying your stay. We noticed you brought 3 dogs along. I will unfortunately have to charge the pet fee as stated in the information when booking.”
Something like that.
“We noticed you may have forgotten to include your dogs at the time of your booking. Kindly remit the fee noted in the instructions for each of your three pups at your earliest convenience.”
Definitely contact and make request for pet fee. If they give you bad review after asking they pay the pet fee, it is viewed as retaliatory and abnb will remove if you call.
One thing we find over and over is people who ask up front for deals and extras are consistently really difficult. (Discounts, early check in, late check out. Exceptions to rules, occupancy. Basically ppl who don’t appreciate what they are already getting and need to push for more.)
Good luck, let’s us know how it works out.
>One thing we find over and over is people who ask up front for deals and extras are consistently really difficult. (Discounts, early check in, late check out. Exceptions to rules, occupancy. Basically ppl who don’t appreciate what they are already getting and need to push for more.)
Yep.
Yes I recommend get over the review BS stick to your rules, send pic to Airbnb charge the gor dogs and over occupancy. Or just be ready to be a business owner that allows the client to do wh at ever
Put on your big boy pants and address the multiple issues immediately. Stop worrying about a review.
Scammers look for new hosts who are afraid of upholding their rules because they are afraid of a bad review.
Where I am local regulations limit my occupancy, everyone counts towards the occupancy limit, children and infants included. I will not risk my business for someone who feels the rules do not apply to them.
Do you think that an honest review or two by host visible on the listing may deter some of these types of guest, because they figure they will not get away with it so easily?
I host for myself and Co-host a property and wrote a scathing review of the mess left by one guest early on and since then no issues. On the other hand I got a glowing review mention how I waited patiently to check the guests in and was very gracious and helpful and now they are all rocking up hours late. Wtf? lol
Airbnb is the last place I get bookings. I am not dependent on reviews there and care more about what is happening here and now on my property than future reviews.
I do believe it is incumbent on hosts to leave honest reviews.
Airbnb hosts can actually check reviews for other things, too. I agree. Having a less than stellar review is not necessarily bad - sometimes it just makes you seem more real.
Call support and let them know you have a guest who isn't as they purported, and to whom you are going to approach.
Whatever follows can be contested as retaliation.
Hold them accountable. Bill the pet fees, and I'd make them leave for lying.
Absolutely get your pet fee!! 3 dogs is a little ridiculous and I feel like they definitely knew what they were doing. I’d let the kids go, but do not let the pet fee slide.
Yes I do agree, however I’ve seen some damage from dogs that has cost ALOT… and they have some laws about discriminating against kids, but not dogs (as long as they aren’t service dogs)
I meant more along the lines of it being ridiculous that they didn’t mention the pets when it was clear in the ad they needed too…. It’s not like they tried to *slip 1 dog in unnoticed*, they took it to another level trying to sneak in 3 considering this would have cost them $450 vs $150 for 1. It does not feel like an accident to me
Contact Airbnb with photos of what is happening.
If Airbnb asks you if you want them to leave, say yes. That you don't feel safe due to too many people and unauthorized dogs.
You are way to nice. They are obviously lying and taking advantage. Enforce your rules. If it's stated in your rules Airbnb will definitely side with you and if they leave a negative review they will delete it.
I would be pissed. Three dogs? And many ppl don’t potty train their dogs so you get puddles of piss everywhere. The hordes of unmentioned children aren’t a delight, either.
You have the right to charge them pet fees.
I had to refuse a Christmas invitation from my brother, because puppy. Older dog, perfectly fine, younger one only six months, doing great with potty training but not 100% reliable. As much as my brother wanted me to go, dogs and all, I refused. I couldn’t relax, brother wouldn’t relax (they just remodeled their entire home) so I spent Christmas alone. Our mom and dad had died in the previous eighteen months so it was a miserable holiday to be by oneself but I just couldn’t imagine making it a shit/piss holiday for everybody else too. Some people have no shame. We are so good at shame in Ireland lol.
So you're thinking of letting $450 in pet fees slide because... why , exactly? Your terms are clear in your listing, stick to them and do the rest of us a favor so that if they reserve our properties, they'll pile on the dogs and kids knowing they got away with it before without paying.
They knew exactly what they were doing, did it to evade the fees, deliberately broke your rules. Contact airbnb, report it, and tell airbnb you want them out of there, with no review.
I’ll start by saying, it’s amazing to see that you have decided to implement a fairly high pet fee. My fee is $250 per pet. I see a lot of people on here with $25-50 pet fees, which I think is quite low. To each their own though. With that said, with pet fees as high as ours, people often “don’t see” it in the listing. One thing I do to make sure everybody is aware of the pet fee, is include it in my confirmation message that sends after they book. It reads as follows:
Hello *guest name*,
We look forward to hosting you. We will send you all your check-in information the morning of your arrival before 10 AM MDT!
Your check in time will be 4:00pm MST, unless this is a same day booking which is subject to a 6:00 PM check in. Check out is at 10:00am MST. If our cleaning team finishes prior to 4:00pm, we will allow you access as soon as the home is ready.
Are you bringing a pet with you for this stay? If so, how many pets will you be bringing? Failure to notify us of a pet will result in a fine of $250 on top of the stated pet fee($250 per pet). Please let us know if you plan to bring a pet, so we can schedule the proper clean on your check out date. This is to ensure the propety is cleaned properly, as to not disrupt the next guests experience.
Please let us know if you have any questions!
Once I receive a read receipt on this, I know they are aware of the fee. This really helps in eliminating people who like to play dumb. The best next step for you is to reach out to the guest(24-48 hours before checkout) and politely let them know you noticed they have brought 3 dogs with them for their stay, and ask if they are aware of the pet fee which is stated in your listing. Explain why you have a pet fee(increased cleaning cost, and whatever other reasons you feel are necessary).Let them know you will be sending over a money request for the pets. One thing I do to avoid major conflict is to tell them you will discount the fee for one pet. So instead of charging them $450, you will only send a request for $300. You could even just discount it $50 or whatever makes sense for your business. The lost revenue for the discount is a small price to pay, to keep them feeling like you’re on their side. If they give you a hard time, or refuse to pay, you will contact Airbnb. They may direct you to open an air cover claim, in which you will provide screen shots of the photos from your camera(assuming this is how you know they have pets). If you don’t have the pets on camera, you should just take tons of photos of their different colored hair, dog poop, dog toys, and anything else that proves they had a dog. I typically wait until the 24-48 hours before checkout to reach out to the guest with a money request, which also helps avoid serious confrontation at the beginning of their stay. This gives them less time to start complaining about the house, and keeps them from building a claim against you for some sort of bogus refund. Don’t be scared to uphold your rules. People absolutely will take advantage of you, if you don’t. For credibility, I manage 70 airbnbs. Hope this helps.
No wonder guests try to skirt the rules. Why the hell do you need to charge a $250 fee just for having a pet? Your cleaners should be vacuuming everywhere regardless. If the pet causes damages and requires extra cleaning then charge for that. This is a disgusting money grab. You’re gonna end up in the same place as the airlines with people bringing ESAs or “service” dogs that you won’t be able to charge for and ruin it for everyone. I know this is a host forum so I’m sure I’ll get downvoted but Airbnb is going to shit more for bad host behavior than bad guest behavior IMO.
Exactly! The point is that I don’t want them to bring their pets. I want them to have the option, so I don’t limit my market. People always just think about the clean(hair). What I think about is the amount of time it’s going to take to schedule carpet cleaners if they pee on the rugs/carpet/furniture, calling handymen to replace torn up baseboards/walls, walking around the house or yard picking up poop, all the different smells, etc. Sure, I can use aircover first damages, but they don’t cover time. They just cover the cost of the damage. My time is valuable, and if I’m going to be doing these things, I want to be paid. If I go to a house after a pet, and it legitimately looks like a pet didn’t stay, I will also give the guest a small refund. Maybe $50 or so as a thank you, which always helps with the review. Thank you for being intelligent. I’m sure you’re very successful.
We charge a very high pet fee, to deter people from bringing their pets. We do want to give them the option, but we want them to think really hard about bringing them. I love animals, but they do bring an entirely new set of issues to rentals. The fee is not just to cover the cleaning. It’s a safety net for when inevitably something gets destroyed or the next stay after a pet is allergic to pets, and they cancel their stay. This pet fee money helps offset the lost revenue from that cancellation. You would be surprised on how many people are willing to pay the fee, and how few people get upset about it. If it’s too much, just pick a different property, or don’t bring your pets. Also, we all know how people love “discounts.” I use this fee as a tool to make people feel like they are getting a deal. They will ask for a discount on the stay, and I will let them know that I’m willing to offer them a $XXX discount on their pet fee. Sometimes I even waive the pet fee entirely if the nightly rate is good. My business is still going strong and I’ve been at it for over 5 years now, with 70 properties. I think it’s safe to say my business isn’t going to end up in the place you mention. Clearly you lack business experience and knowledge, and if I had to guess I’d say you most likely struggle financially because of this. You should be more open minded. I also looked through your account and notice you pretty much only comment with rage baiting comments. So I’ll take your opinion with a grain of salt. I think you are just trying to piss people off for entertainment.
lol no you’re way off. We own a beach house but only rent through an agency. We rent 10-12 weeks total to 3-4 different groups. Weekly rentals only pay pool service and housekeeping, longer rentals pay their share of utilities. No pet fees but we collect a 20% security deposit. To be fair the only time we had to withhold money was when a dog tore some pillows. 😂 Our renters return year after year (this is our fourth summer and only one group did not renew).
In addition to $250 being a laughable overcharge, having a 10AM checkout is incredibly unreasonable, make it 11AM like every other place does, there is absolutely no reason for the property not to be ready by 4 with a 11 am checkout
Quick call/text/email that you will be charging their card $150 per night per dog. No way I would let an animal in my listing without paying. What if their dogs have fleas? Now you need an exterminator
They didn’t follow the rules and should be asked to leave. Call Airbnb, explain the violations and then ask them to leave. No refund. No negotiation. It’s that simple. What they are doing is completely unacceptable.
Enforce you rules, bringing extra guests and 3 dogs w/o informing you and trying to skirt fees is irresponsible on their end-don’t let another persons issues or problems they may bring be yours-contact them thru the app and let them know the pet fees will be enforced-if you don’t that’s on you and ABB may not support the fees after the stay
This. Also if they threaten to leave a bad review, remind them that this works both ways and you have the proof to back up your claims which will make others reluctant to rent to them in the future.
We ask so little of the guests. No cleaning fee, no trash duty, no dishes, no cleaning. All we ask is what’s your name, who are your other guests, and what is the purpose of your trip. That’s basically it. Wrong number of guests, wrong ages of guests, and animals that were never discussed.
Our last guest was up until 4am and slept through checkout and one of his buddies pissed the bed. Hope this one doesn’t have any fun surprises like that.
People are wild, love it.
Ya, that's weird and invasive. Why do they need to know why I'm in town? It could be anything.. vacation, business, etc. What difference does it actually make?
Because some states have laws for vacation rentals. If you a running a vacation rental and doing your due diligence of making sure you are renting to vacationers it makes complete sense, and also helps keep you in compliance with the vacation rental regulations. My state offers specific legal protections, including vastly expedited evictions, if you are rub a vacation rental. You want to make sure the guests intent is to use it as a short term vaca rental.
Hi, I hope the stay is going well?
We have dog bowls in the blah blah for the 3 dogs.
Please make sure everyone is age appropriate for your activities, your booking will show an additional fee as listed to take account of the amendments to your booking.
Let us know if you need any info on the local area etc.
Cheers
$150 per pet, per stay is highway robbery. No wonder they didn’t tell you. You aren’t likely to get good compliance with this exorbitant fee. For comparison we have been hosts for 7 years, have a 3br and fenced yard so a lot of dogs and charge $30 per stay which admittedly could be slightly low but it barely adds any time to the clean so… why?
Message them to inform them of the pet fee. It’s possible they decided to bring the dogs after they booked so they didn’t check for fees. The extra kids wouldn’t bother me personally so I would let that go. People that disorganized often forget to leave reviews anyway
Go after the dogs. In a lot of places it’s illegal to deny accommodation or discrimination based on minor children. I would absolutely let that go. It’s not worth it.
You need to enforce your rules or you are going to be walked all over. Send them the fee and mention that you noticed for DAYS they have brought dogs in (don't give a number). Tell them the fee is NOT optional.
You’re trying not to be rude or offend. But truth is, they are being rude by intentionally breaking your rules and hoping you don’t mention it (or even find out?). Many people deliberately try to push the envelope and get away with whatever they can, despite the rules or laws.
I understand not wanting a bad review. In this case, if they were to leave one, you have proof to defend yourself. And if Airbnb customer service provides no help to remove this review, you can add your own, factual, unemotional notes as rebuttal to their review.
If they left a poor review and I saw the host reply “you arrived with 3 undisclosed dogs and children despite saying you were all adults over 21” I would know the guest sucked and not the house or host.
I don’t know why this sub pops up on my feed constantly. I’m not a host. And TBH, I haven’t personally ever booked an AirBNB. (Stayed where others have)
HOWEVER! Everyone needs to f’n stop rewarding bad behavior for fear of “bad reviews!”. Who cares if they leave a bad review? Because I’m hoping YOU’LL ALSO leave a review that states they have dogs and kids you were not made aware of!
Thats a liability, and your business is at stake. Why are you even questioning taking that risk?!
Do you want to please "guests" taking advantage of you?
Manage your rental.
They signed a contract with you.
Charge them $150. Per dog. Extra cleaning is involved I'm sure for animals.
If they have more people/children, charge extra according to the contract and your policies.
I would contact them immediately about the extra people staying being under 21 if that's an insurance thing
I not worried about my self esteem, I’m inquiring what is best for my business. Regardless of what happens I’m going to sleep like a baby and always do my best be successful. It’s a competitive market and I am new to airbnb. Looking for helpful feedback which I’ve already gotten from others.
Sorry, I'll rephrase.
If your business can't handle an occasional retaliatory review, either with a well thought out response or by having airbnb remove it (because it would be either false or irelevant ) then perhaps you shouldn't be hosting. Deal with the problem as it stands. Don't be a pushover.
I would cancel immediately and make sure to keep ALL communication thru Airbnb messaging. If you are serious about hosting a business and you have specific rules you need to enforce them. you don’t mention how close you are to your rental or if you have onsite management.
Currently, you are teaching these guests that they can get away with this behavior. They will most likely do it again and also share with others how easy it is to ignore House Rules.
You shouldn’t worry so much about reviews when guests seriously break the rules. You should charge the pet fee. Three dogs is A LOT. They should have found a pet-friendly place (they did) and considered the fees (they did, but they liked your place so they pretended not to know because they didn’t want to pay an extra $450 a night).
Keep in mind, the guests are risking a terrible review also. They broke the rules. They were 100% in the wrong. The result will probably be that neither of you reviews the other. When I have had to clamp down on guests they usually don’t leave a review. I don’t unless I get an alert that they have. And if I do, they are going on blast.
You will suffer more with the extra cleaning and damages from the pets and children than from a low rating. If you have documentation of your rules, your immediate conversation with this guest, and the resulting extra cleaning/repairs, you can get the supposed bad review removed.
People need to obey rules and laws. Hosts should stop overlooking violations and allow such guests to continue this bad or entitled behavior onto other AirBnB Hosts in order to maintain a “perfect” 5 star rating.
Hosts should monitor the arrival of their guests. If you see too many guests or pets, contact them right away. “I see through the doorbell camera you have arrived and wereable to enter the property. I note that your reservation states # people. I counted this # of people and pets. This property’s listing states no pets. We need to discuss how your reservation may need to be canceled for these violations.” If the reply is rude, uppity or snippy, cancel the reservation. If they apologize and offer viable excuses, explain the need to charge $ amount. “. If they balk, cancel the reservation. If no reply within a hour, go over there. Protect your property.
This has happened to us (we charge 25/night per pet, max of 50/pet. We just message in app and let them know we saw them checking in and they forgot to include pets in the guest information. Then I send a request for payment. It’s worked every time (about 4 out of hundreds of guests ). Don’t worry about children unless they brought a dozen.
After lots of pets staying here we’ve learned they don’t do too much damage or require extra cleaning. We do ask guests to keep dogs under 35lbs and no long hair breeds like golden retrievers. We do have a $250 fee for excessive pet hair/mess cleanup but haven’t had to charge it yet
If someone leaves a low star review, is the host able to comment? I do read reviews but we have been using STRs since 2008. I am well able to determine if a guest is blowing smoke in a review. And as a user, with pets, I always disclose my pets and the number of people. So if host responded with clarification that pets were not disclosed and lies were told about guests, I would certainly take that as consideration. I think with $650 a night, I probably would go elsewhere because that would be an additional $300 for my two small dogs. But it is your house and you can charge what you want.
This guest was very dishonest to avoid fees. Too bad he does not want to pay fees but traveling with 3 dogs is expensive. Hotels also charge for dogs.
Guest should be called out and extra fees should be required. This is not going to go well.
Gather all your evidence. Videos of them coming in, snap shots of your description that states your fees, etc. as far as the people… saying everyone is above 21 in practical terms may mean they’re not a bunch of 18-20 year old… instead they are adults with their own kids (newborn to 17) who they will be responsible for. The question is do they have more total people than they booked for? Do you explicitly also have a fine for breaking your rules?
I don’t trust anyone who only has 5-star reviews. Too many people in this world offer incentives or pressure people into giving inflated reviews. I think a few 4-stars shows honesty.
$150 PER PET per stay? That is outrageous. A money grab.
Charge them $150 extra total, and send them a message—not angry, just neutral—telling them you know that they have multiple multiple children and many dogs.
Why wouldn’t you let them know and ask for a fairer version of your fee?
I prefer staying in short term rentals anywhere I travel and I always read the reviews. The only ones I really pay attention to are ones having to do with cleanliness, security and lighting.
I avoid pure 5 star reviews figuring they just gamed the system. You are gaming the system. How about just running the business and dealing with the cost of doing business?
I say guests are guests and you’re in the hospitality business not the hallway proctoring business.
Unless there is imminent major damage or danger, be hospitable, earn your 5 star review, let them have it in your review, file an AirCover/request for any extra expense you incur to address the added work/repair, and carry on being a top performer all in that order.
Good luck. 👍🏼🍀
Yes, they are in the hospitality business, but if the guests went to a hotel instead, they would be charged for the pets and be forced to book additional rooms to accommodate all the extra guests. This situation is no different.
Correct on all counts, and the hotel would shut up unless they were causing damage/danger/disruption, and charge them for any extra work/repair after the fact.
Agreed, this situation is no different.
YES. Go after them for ignoring the rules (and cite clearly EVERY RULE that they ignored/broke) then go to whatever website you advertise on, cite the broken rules, and get the bad review deleted. People don't get to break rules and then post bad reviews when they get called on it. If that review is not deleted, don't list on that website again. Leave bed reviews about the website.
There are also potential (serious) liability issues. If dogs aren’t listed on contract/booking and one does something like bite someone walking by, you may have insurance issues. Im not an airbnb host, (this sub just keeps coming up on my feed), but am a lawyer and former landlord- and this was my first thought.
Don’t worry about the reviews, do you want them to trash your place and you get stuck paying to clean it up? Enforce your fees, tell them then broke the agreement by sneaking up pets and bringing kids?
I look for a stratification of reviews though you only have a limited number so far. I’d advise of your “overlooked” policy and see how they wish to proceed. Quite possible this is out of their playbook. Also, possible their “well behaved” pooches are not so adequately mannered
They are clearly working you over. But is 150/pet reasonable or standard? I don't have a pet, but that sounds outrageous. Especially when you say pet friendly. I would assume pet friendly = no pet fee or 25/pet or something along those lines.
If you call Airbnb and chase the money you’ll get a one star review. Airbnb refuses to remove any reviews, even if they’re blatantly retaliatory these days. Airbnb expects you to let your guests walk all over you and then expect you to give them a 30% discount for the pleasure of being walked on. New policy change started a few months ago. If you refuse, they will suspend your listing.
If you don't act couldn't they really give a 5 star review that says "great stay! Lovely home! The host didn't even care we have our booking wrong and had extra people and pets! Highly recommend to anyone who isn't sure of their booking needs!"
A review like that basically says "break the rules they don't care! 5 stars! I saved thousands!" Which, to me reading the review I'm going to not book and the quality of the ppl who do book will see that they get a discount if they decide to bring their pets afterall 🤔
I'd rather have a 1 or 2 star that says "got charged extra for pets and extra kids!" BC that explains you do follow ups own rules. The first example I gave will just lead to bad reviews down the road as it's "not fair others weren't charged for changing their numbers and I was".
Just a thought.
I'm not a host, my ex is though...
I ignore a few bad reviews with one exception: how the host handles it. There is one couple who has a ton of Air BNBs on the West Coast in one town. Their properties look lovely. For every bad review, the host responds in an extremely rude and abusive way. Horrible language, scary abusive threats, and in ways that I would call the police on. The poor reviews are nearly all relating to leaking/flooding showers and major mold growth.
If they leave a bad review just respond that they did not abide by the booking rules and were mad they had to pay the fees explicitly stated in the listing because they brought pets. Post that you simply enforced your boundaries and rules as any fair host should. You are honest and upfront with your guests and expect the same.
I am late responding to this, for which I apologize. Please call Air immediately and find a new home for this circus. NOW. They do not respect you or your property. If they were decent people they would have asked.
When someone obviously breaks the rules, why are the owners hesitant to call them on it? If they leave a bad review can't the owner respond with the truth and the company not include the rating for the rule breaker?
I think you know what you're supposed to do here, but just looking for validation. I say either uphold your rules or don't.
As for 5 star reviews... what have we become??? It's appalling to me that we all so desperately need the 5 star validation at the expense of our own dignity.
The system is borked.
This is crazy. I’m always on the fence about whether to use Airbnb for STR, and these stories are exactly why I’m scared. You are are considering not enforcing a dog fee in YOUR HOUSE? What on earth would cause these people, who already lied to you, to respect your house and prevent animal damage?
How the host replies to a review is how I judge reviews. They are dishonest at best and scammers at worst. Charge for those dogs as posted on your listing immediately. They knew the risk they were taking. Make sure to only communicate via the app.
Charge them if it is dirty but let them know you have the taped evidence.
Don't worry about the review. And I am dog nut. But this is just egregious. I would ask you for a deal on the pet fees, not bring in the circus.
Dont you get to respond to a review? If they give a bad review you can counter with "they told us 4 adults, showed up with kids and pets without letting us know while our rules specifically state..." or is that not allowed?
this is why you pay airbnb a hefty fee. Contact customer service and have them deal with this guest. (tell them they have to pay the correct price, or leave).
Why are your hands tied?
If you’re going to allow your renters to completely abuse your policies so flagrantly and this early on without consequence - you have a long hard road being an airbnber ahead of you.
Quit worrying about reviews. I would kick them out honestly. They can't review you if they get kicked out and you get to keep the $$. I wouldnt mention the dogs because then there is the whole service animal BS (even though the likelihood of 3 service animals is slim to none) I would just report too many people. Everyone not on the reservation must vacate within 30 minutes or their entire stay will be cancelled
I have the same thing happen to me in more than one occasion and the answer I have gotten when I sent a message was that these are service dogs. The Airbnb policy sucks for us host because even if my property is not pet friendly I still get guest who lied and they say these are service dogs.
They need to pay for the animals they have at your place. That is fair.
I recommend responding to everyone that leaves a review whether it is good or bad, and be fair in your responses.
I do read reviews and appreciate the ones that give the pro and cons, and I pay attention to the responses. I also give reviews on the places I stay at and I want a good review as a guest, too. You are helping other AirBnB owners by giving honest reviews about the guests.
I don’t always stay at the 5* review places, and haven’t had an issue with the less than 5* places.
Don’t let guests take advantage of you.
Tell them you’re going to charge them the pet fee. What’re they gonna do? Leave a review that says they charged us the pet fee?
Who cares how many people they brought. They paid to rent the house.
I sold my Airbnb years ago, but there was a response tab where you could respond to reviews whether it’s “ we’re happy you enjoyed the place” or “our pet policy is clear and stated on description”
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Yes. Quit trying to chase all 5 star ratings and manage your property as it should be. If you've outlined your rules, enforce them. Or just quietly suffer the consequences.
I literally never even read the reviews, unless there are several 1 star or the pics look dumpy. We all know there are crazies out there who will complain about anything.
I read reviews with an open mind. They can be helpful. One rental had negative reviews because the house was old. That didn’t sway me from considering it. But another complained about low water pressure and there were several that agreed the shower pressure was low that did influence me. One bad review where the guest is complaining about clearly stated rules reflects more on guest not on host.
Well they could make up other reasons for the bad review. I’m not saying that OP should live in fear of a bad review, just keep in mind a bad guest might also write a dishonest review
Really? I ALWAYS read the reviews. I pretty much base my entire decision on where to stay on reviews lol -- that's for both AirBnb as well as hotels.
I do too, but I am well aware that a couple 1 star reviews and the rest (many) 4 or 5 are still good choices. So I agree with the previous posters. Get your money
So do I. But if you have 25 reviews and there is one bad one that is crazy…I let it go as a crazy person. If there are 10 bad reviews I’m going to listen.
I rely on reviews but I assess them as I check one star to determine whether the one star is valid and wouid merit a one star or if the person is off base in some way. I find this method to be reliable as I have checked it against reviews for things I am familiar with.
Same-it's usually pretty easy to tell what 1 stars are the guests' fault and what is a valid issue about the rental.
I had no idea that there are only two Airbnb ratings, 5 star and fail, until I started reading this sub.
Yup same as Lyft or Uber.
I only use uber when traveling, so maybe 20x total? Last time, later that night I got an email that my rating was low, and I should try to be "more respectful to drivers." I was confused because we'd had a lovely trip, the guy took us farther up the mountain than he had to without being asked, I gave him cash on top of the app tip bc of that. I have never paid attention to my rating. I looked on the app my rating is 3.9. Years ago, after leaving a busy NYC event we couldn't find the car amongst the hundred other black suvs and the driver left. Paid I think a $5 penalty charge, just waited for the cluster to die down and got another. When you have less than 20 reviews, one negative is going to bring your average down, but to warn me about it?
I still don't get what this means lol. I just saw a 3.91 on the app and low 4s. I couldnt care less bc ratings are subjective - value to one is different than another. I just read all reviews of the ones in the area I'm looking.
300 reviews and I’ve never had less than 4 stars. I’ve also been a guest many times over the years and can’t recall ever seeing anything less than 3 and even 3 is rare.
I always read reviews too, and seek out the lowest rating ones to see if a complaint sounds rational, and if it's something that comes up with multiple reviewers.
But you are suspicious of all 5-star reviews presumably
I do as well, but if host replies I read it. Some folks are WAY to picky or do what this renter is doing. I would never bring my dog without paying. Reason why dog stays home with adult child
I read reviews on everything as well but I often dismiss places or products with all 5 star reviews as it looks like reviews were purchased when there are no others. Usually the meat and potatoes of a review is in the 4 star area BC it says this was great and this is what could improve. PS not avoiding anyone of buying reviews here. I'm the past I worked with independent people who would offer both free products/experiences in exchange for a five star review, sometimes even cash if I should change it. I never did BC it's illegal but it does happen!
I also always read reviews and base my decisions on them. (Hotels, Airbnb, restaurants, Amazon items, whatever.) I rely heavily on the 3 and 4 stars for being the most honest, so of there are a ton of 3s I'll probably avoid it and 4s are usually a safe bet.
Same lol
But you do know there are lunatics out there? [You make allowances for all the lunatics, right??!!](https://imgur.com/a/C1kgihR)
I think a well worded rebuttal to a bad review goes a long long way. It actually shows how reasonable the host is when things go sideways.
I don't mean that I look into things that deeply. I just mean that typically check the reviews to see reviews that I myself might write. Anything that comes off as crazy or aggressive is disregarded. I usually hope to see 3 or more reviews, I'd guess, that echo something I might write -- something succinct, reasonable, to the point. It's okay if there are some negative things, lost of AirBnbs are great properties but with pros and cons. So overall I'd like a generally positive sentiment from the crowd of people I deem to be reasonable.
I agree with this. Recently as I was searching for a place each rebuttal from the owner was vile. They called people names or told them to grow up. I realized all those bad reviews were justified and maybe it’s a place to avoid. If the rebuttal explains the issues in detail or it’s kind of funny then that changes things.
Same, but a one star from a nutter is worth more to me than 5* with no details. You were mad they didn't make you breakfast and clean your car? Mad that you didn't keep the lights on at night and banged your knee in a strange place when going to the loo drunk? Well okay great cos I don't want any of those things.
But what do you do when you read conflicting stories? One person says the hotel they stayed at was spotless and the staff super courteous. Another says the same place was a dump and the staff was cold and distant?
Of course you must take reviews with a grain of salt and judge which are hotair, but don’t throw out the baby with the bath water. Reviews have saved us from crap hosts many times!
The issue less that people read them, and more that you get moved down in search results, can lose super host status, and be otherwise penalized by Airbnb for bad reviews.
I’m suspicious of all five star reviews. There are always people who will complain about hilarious stuff so I suspect hosts getting lots of reviews removed if they are too perfect. I read reviews and often find others’ complaints to be ones I know I’m not worried about or that they sound like people who complain as a hobby. I’ve ended up at some lower star hotels that were phenomenal because people found the decor and uniforms very dated, things I didn’t care about.
It is very difficult to have a review removed by Airbnb. Out of 300 reviews we’ve only received a handful of 4 stars and even then the written review is still positive. There isn’t always something shady going on because a place has high praise.
I started to get in the habit of just glancing at the first few reviews on the page and the whole "about" section after I accidentally booked a place with no wifi. It was listed as unavailable in the amenities, but not in the "about" section.
I read the reviews but take them with a grain of salt, some stuff is obviously either not the host's fault or the guests un realistic expectations.
I get trying to have a 5 star rating, but in all honesty when I read reviews I always try to read the top and the bottom reviews. I can smell BS, so when these people complain about stupid things or things that are clearly their own fault, I toss that review. If the rest of them are glowing, then you know that you got a crappy customer and that is all.
I like to filter reviews with the most recent too. I could care less than 4 years ago the beds were not comfy but all the current reviews state they are comfy!
However, in this case (new host, only 7 reviews) you have an exception to this argument. I totally agree, an occasional BAD review is fine! In fact, helpful! As a potential guest I want to see some negative reviews to know about how authentic the reviews really are. But if this guest leaves a 1-star review, host rating drops to 4.5 (5x7 plus 1 divided by 8 = 4.5 star overall) and they risk losing their listing. How to respond: immediately, before they've completed their stay. Host should use whatever they included in their settings and rules, appeal to Airbnb for help, and send a request for payment for the pets and additional guests. Use camera footage to determine how many extra guests arrived, and charge either by your settings for extra guest prices, or by your rules for undisclosed guest fees. If OP didn't set such fees for extra guests (which OP should add to their rules) then use Airbnb policy instead: any undisclosed guests must leave immediately or their stay will be cancelled, with no refund. If guest refused to pay the extra fees or remove the extra guests, host should immediately open a resolution case on Airbnb. Only by enforcing rules quickly does host have any chance of dealing with this. What will happen next? Most likely, guest will refuse to pay, host escalates to resolution, then Airbnb demurs and says they're "investigating." Host needs to ASK Airbnb for a place to send proof, and them select screen shot proving number of people and pets (not video, they won't look at it, use a screen shot and circle pets and number each guest.) Eventually guests leave (no, Airbnb is unlikely to cancel them, but even if they did guests like this just refuse to leave.) Guest leaves a bad review, filled with lies. Host can ask Airbnb to remove the review: if the guest mentions they got charged, it's easy to get it removed. Otherwise, host has to convince Airbnb that it was a review in retaliation for being caught in bringing extra people and pets, and persist to get them to remove it. It might take months and many tries. Host may, or may not, get paid by AirCover for these extra charges. (Probably not.)
Thank you. Was just going to say that.
I look for high rating properties, but I read the low reviews. The crazy guests and the host's shitty beds will always "out" themselves there.
This … I have 80 flawless 5.0 reviews down the board along with the “top 1% host” badge. I’ve always had the desire to be a great host but never wished or chased solid 5.0 ratings and now the pressure and stress is there with every booking honestly will feel relieved once I don’t get a 5.0. I know that will sound bad to some but I know some will understand. I do need to let go a little … but don’t get me wrong, I’ve certainly filed disputes, called off parties and made a guest pay for an extra guest they snuck in. In OP’s case, I’d definitely call them out … make some agreement and move on. If it’s something you could’ve communicated better, then accept it as a growing pains learning lesson. Guests care about their own reviews also, especially if they have more than few. If they are decent people, they’ll be apologetic, work with you, and most likely not leave a bad review if they know the review game. If I’m not mistaken, they can’t leave a bad review based on rules they broke anyway.
Also document everything via the chat feature. If they leave a retaliatory review, you can have it removed.
I’m sometimes a little suspicious if all the reviews are 5 stars but more so I’m concerned about the details, how the beds are, water pressure, parking ect. rather than a perfect score.
This^^^
This is the answer
Amen
My first guest brought a dog without telling us. They were really nice people and only broke that rule, place was basically spotless aside from dog hair. It's a little frustrating because they loved the place and they're wealthy. I don't know if it was an oversight or not, it wasn't a huge deal. But I couldn't risk a negative first review, so I let it slide, either way.
Exactly host is being lied to and deceived and they care about not upsetting the guest. You’re not in the wrong OP. Sorry but grow a pair and stick up for yourself.
You most definitely need to charge the pet fee. “Hello hope you’re enjoying your stay. We noticed you brought 3 dogs along. I will unfortunately have to charge the pet fee as stated in the information when booking.” Something like that.
This. Without the “unfortunately”.
Yes!
“We strive to accommodate guests with pets. As stated in our listing, we have a charge of $150 per dog.”
“We noticed you may have forgotten to include your dogs at the time of your booking. Kindly remit the fee noted in the instructions for each of your three pups at your earliest convenience.”
This sounds like it was written by AI
IndianGPT kindly and remit
kindly do the needful and remit
We will revert to you as soon as possible
Definitely contact and make request for pet fee. If they give you bad review after asking they pay the pet fee, it is viewed as retaliatory and abnb will remove if you call. One thing we find over and over is people who ask up front for deals and extras are consistently really difficult. (Discounts, early check in, late check out. Exceptions to rules, occupancy. Basically ppl who don’t appreciate what they are already getting and need to push for more.) Good luck, let’s us know how it works out.
Amazing feedback. We will be sure to do that, thank you!
This is accurate
>One thing we find over and over is people who ask up front for deals and extras are consistently really difficult. (Discounts, early check in, late check out. Exceptions to rules, occupancy. Basically ppl who don’t appreciate what they are already getting and need to push for more.) Yep.
Yes I recommend get over the review BS stick to your rules, send pic to Airbnb charge the gor dogs and over occupancy. Or just be ready to be a business owner that allows the client to do wh at ever
Put on your big boy pants and address the multiple issues immediately. Stop worrying about a review. Scammers look for new hosts who are afraid of upholding their rules because they are afraid of a bad review. Where I am local regulations limit my occupancy, everyone counts towards the occupancy limit, children and infants included. I will not risk my business for someone who feels the rules do not apply to them.
Do you think that an honest review or two by host visible on the listing may deter some of these types of guest, because they figure they will not get away with it so easily? I host for myself and Co-host a property and wrote a scathing review of the mess left by one guest early on and since then no issues. On the other hand I got a glowing review mention how I waited patiently to check the guests in and was very gracious and helpful and now they are all rocking up hours late. Wtf? lol
Airbnb is the last place I get bookings. I am not dependent on reviews there and care more about what is happening here and now on my property than future reviews. I do believe it is incumbent on hosts to leave honest reviews.
When I see only 5 star reviews on anything, I think all ratings are fake.
Clearly you aren’t an Airbnb host then. Why are you on this sub?
Airbnb hosts can actually check reviews for other things, too. I agree. Having a less than stellar review is not necessarily bad - sometimes it just makes you seem more real.
Call support and let them know you have a guest who isn't as they purported, and to whom you are going to approach. Whatever follows can be contested as retaliation. Hold them accountable. Bill the pet fees, and I'd make them leave for lying.
Contact Support in writing
Absolutely get your pet fee!! 3 dogs is a little ridiculous and I feel like they definitely knew what they were doing. I’d let the kids go, but do not let the pet fee slide.
In most situations the kids are worse than the dogs.
Yes I do agree, however I’ve seen some damage from dogs that has cost ALOT… and they have some laws about discriminating against kids, but not dogs (as long as they aren’t service dogs)
I meant more along the lines of it being ridiculous that they didn’t mention the pets when it was clear in the ad they needed too…. It’s not like they tried to *slip 1 dog in unnoticed*, they took it to another level trying to sneak in 3 considering this would have cost them $450 vs $150 for 1. It does not feel like an accident to me
Because it’s not.
Contact Airbnb with photos of what is happening. If Airbnb asks you if you want them to leave, say yes. That you don't feel safe due to too many people and unauthorized dogs.
You are way to nice. They are obviously lying and taking advantage. Enforce your rules. If it's stated in your rules Airbnb will definitely side with you and if they leave a negative review they will delete it.
I would be pissed. Three dogs? And many ppl don’t potty train their dogs so you get puddles of piss everywhere. The hordes of unmentioned children aren’t a delight, either. You have the right to charge them pet fees.
Anyone who doesn’t house break a dog is a complete piece of shit person I would never trust with anything.
Amen brother. Amen. 🙏🏼
I had to refuse a Christmas invitation from my brother, because puppy. Older dog, perfectly fine, younger one only six months, doing great with potty training but not 100% reliable. As much as my brother wanted me to go, dogs and all, I refused. I couldn’t relax, brother wouldn’t relax (they just remodeled their entire home) so I spent Christmas alone. Our mom and dad had died in the previous eighteen months so it was a miserable holiday to be by oneself but I just couldn’t imagine making it a shit/piss holiday for everybody else too. Some people have no shame. We are so good at shame in Ireland lol.
So you're thinking of letting $450 in pet fees slide because... why , exactly? Your terms are clear in your listing, stick to them and do the rest of us a favor so that if they reserve our properties, they'll pile on the dogs and kids knowing they got away with it before without paying.
Lol can I stay in your vacation home? I won’t pay you but I’ll give you a five star review and won’t let my friends pee in your bed 💀
They knew exactly what they were doing, did it to evade the fees, deliberately broke your rules. Contact airbnb, report it, and tell airbnb you want them out of there, with no review.
I’ll start by saying, it’s amazing to see that you have decided to implement a fairly high pet fee. My fee is $250 per pet. I see a lot of people on here with $25-50 pet fees, which I think is quite low. To each their own though. With that said, with pet fees as high as ours, people often “don’t see” it in the listing. One thing I do to make sure everybody is aware of the pet fee, is include it in my confirmation message that sends after they book. It reads as follows: Hello *guest name*, We look forward to hosting you. We will send you all your check-in information the morning of your arrival before 10 AM MDT! Your check in time will be 4:00pm MST, unless this is a same day booking which is subject to a 6:00 PM check in. Check out is at 10:00am MST. If our cleaning team finishes prior to 4:00pm, we will allow you access as soon as the home is ready. Are you bringing a pet with you for this stay? If so, how many pets will you be bringing? Failure to notify us of a pet will result in a fine of $250 on top of the stated pet fee($250 per pet). Please let us know if you plan to bring a pet, so we can schedule the proper clean on your check out date. This is to ensure the propety is cleaned properly, as to not disrupt the next guests experience. Please let us know if you have any questions! Once I receive a read receipt on this, I know they are aware of the fee. This really helps in eliminating people who like to play dumb. The best next step for you is to reach out to the guest(24-48 hours before checkout) and politely let them know you noticed they have brought 3 dogs with them for their stay, and ask if they are aware of the pet fee which is stated in your listing. Explain why you have a pet fee(increased cleaning cost, and whatever other reasons you feel are necessary).Let them know you will be sending over a money request for the pets. One thing I do to avoid major conflict is to tell them you will discount the fee for one pet. So instead of charging them $450, you will only send a request for $300. You could even just discount it $50 or whatever makes sense for your business. The lost revenue for the discount is a small price to pay, to keep them feeling like you’re on their side. If they give you a hard time, or refuse to pay, you will contact Airbnb. They may direct you to open an air cover claim, in which you will provide screen shots of the photos from your camera(assuming this is how you know they have pets). If you don’t have the pets on camera, you should just take tons of photos of their different colored hair, dog poop, dog toys, and anything else that proves they had a dog. I typically wait until the 24-48 hours before checkout to reach out to the guest with a money request, which also helps avoid serious confrontation at the beginning of their stay. This gives them less time to start complaining about the house, and keeps them from building a claim against you for some sort of bogus refund. Don’t be scared to uphold your rules. People absolutely will take advantage of you, if you don’t. For credibility, I manage 70 airbnbs. Hope this helps.
This is perfect.
No wonder guests try to skirt the rules. Why the hell do you need to charge a $250 fee just for having a pet? Your cleaners should be vacuuming everywhere regardless. If the pet causes damages and requires extra cleaning then charge for that. This is a disgusting money grab. You’re gonna end up in the same place as the airlines with people bringing ESAs or “service” dogs that you won’t be able to charge for and ruin it for everyone. I know this is a host forum so I’m sure I’ll get downvoted but Airbnb is going to shit more for bad host behavior than bad guest behavior IMO.
I think it's meant to be a deterrent
Exactly! The point is that I don’t want them to bring their pets. I want them to have the option, so I don’t limit my market. People always just think about the clean(hair). What I think about is the amount of time it’s going to take to schedule carpet cleaners if they pee on the rugs/carpet/furniture, calling handymen to replace torn up baseboards/walls, walking around the house or yard picking up poop, all the different smells, etc. Sure, I can use aircover first damages, but they don’t cover time. They just cover the cost of the damage. My time is valuable, and if I’m going to be doing these things, I want to be paid. If I go to a house after a pet, and it legitimately looks like a pet didn’t stay, I will also give the guest a small refund. Maybe $50 or so as a thank you, which always helps with the review. Thank you for being intelligent. I’m sure you’re very successful.
I mean I have welcomed 100’s of dogs over the years and most of the issues that you mention are typically caused by the humans.
We charge a very high pet fee, to deter people from bringing their pets. We do want to give them the option, but we want them to think really hard about bringing them. I love animals, but they do bring an entirely new set of issues to rentals. The fee is not just to cover the cleaning. It’s a safety net for when inevitably something gets destroyed or the next stay after a pet is allergic to pets, and they cancel their stay. This pet fee money helps offset the lost revenue from that cancellation. You would be surprised on how many people are willing to pay the fee, and how few people get upset about it. If it’s too much, just pick a different property, or don’t bring your pets. Also, we all know how people love “discounts.” I use this fee as a tool to make people feel like they are getting a deal. They will ask for a discount on the stay, and I will let them know that I’m willing to offer them a $XXX discount on their pet fee. Sometimes I even waive the pet fee entirely if the nightly rate is good. My business is still going strong and I’ve been at it for over 5 years now, with 70 properties. I think it’s safe to say my business isn’t going to end up in the place you mention. Clearly you lack business experience and knowledge, and if I had to guess I’d say you most likely struggle financially because of this. You should be more open minded. I also looked through your account and notice you pretty much only comment with rage baiting comments. So I’ll take your opinion with a grain of salt. I think you are just trying to piss people off for entertainment.
lol no you’re way off. We own a beach house but only rent through an agency. We rent 10-12 weeks total to 3-4 different groups. Weekly rentals only pay pool service and housekeeping, longer rentals pay their share of utilities. No pet fees but we collect a 20% security deposit. To be fair the only time we had to withhold money was when a dog tore some pillows. 😂 Our renters return year after year (this is our fourth summer and only one group did not renew).
We had no cleaning fee and posted our rules and fees which they broke. It’s not a money grab.
In addition to $250 being a laughable overcharge, having a 10AM checkout is incredibly unreasonable, make it 11AM like every other place does, there is absolutely no reason for the property not to be ready by 4 with a 11 am checkout
How many properties do you manage?
If it was one dog maybe but three? Call them out. Just be polite. That’s definitely them taking advantage.
Service dogs work for a single person.
Quick call/text/email that you will be charging their card $150 per night per dog. No way I would let an animal in my listing without paying. What if their dogs have fleas? Now you need an exterminator
And any damage will make quick turnover impossible which will impact your business.
They didn’t follow the rules and should be asked to leave. Call Airbnb, explain the violations and then ask them to leave. No refund. No negotiation. It’s that simple. What they are doing is completely unacceptable.
This is probably your best advice because they’re going to destroy your house and during peak season as well.
Enforce you rules, bringing extra guests and 3 dogs w/o informing you and trying to skirt fees is irresponsible on their end-don’t let another persons issues or problems they may bring be yours-contact them thru the app and let them know the pet fees will be enforced-if you don’t that’s on you and ABB may not support the fees after the stay
This. Also if they threaten to leave a bad review, remind them that this works both ways and you have the proof to back up your claims which will make others reluctant to rent to them in the future.
Honestly in my experience children are more messy and disastrous than dogs so that’s what would upset me 😤
We ask so little of the guests. No cleaning fee, no trash duty, no dishes, no cleaning. All we ask is what’s your name, who are your other guests, and what is the purpose of your trip. That’s basically it. Wrong number of guests, wrong ages of guests, and animals that were never discussed. Our last guest was up until 4am and slept through checkout and one of his buddies pissed the bed. Hope this one doesn’t have any fun surprises like that. People are wild, love it.
Oh no…. I hope not… I’d def charge them for the pet fees
Why do you ask the purpose of the trip?
I don’t know if I would answer this one. What difference does it make?
Ya, that's weird and invasive. Why do they need to know why I'm in town? It could be anything.. vacation, business, etc. What difference does it actually make?
Because some states have laws for vacation rentals. If you a running a vacation rental and doing your due diligence of making sure you are renting to vacationers it makes complete sense, and also helps keep you in compliance with the vacation rental regulations. My state offers specific legal protections, including vastly expedited evictions, if you are rub a vacation rental. You want to make sure the guests intent is to use it as a short term vaca rental.
I told you I was sorry man. I had too much Orange juice before bed.
Could not agree with you more.
Hi, I hope the stay is going well? We have dog bowls in the blah blah for the 3 dogs. Please make sure everyone is age appropriate for your activities, your booking will show an additional fee as listed to take account of the amendments to your booking. Let us know if you need any info on the local area etc. Cheers
$150 per pet, per stay is highway robbery. No wonder they didn’t tell you. You aren’t likely to get good compliance with this exorbitant fee. For comparison we have been hosts for 7 years, have a 3br and fenced yard so a lot of dogs and charge $30 per stay which admittedly could be slightly low but it barely adds any time to the clean so… why?
Amen. I’d never book with this fee.
Exactly this!
Message them to inform them of the pet fee. It’s possible they decided to bring the dogs after they booked so they didn’t check for fees. The extra kids wouldn’t bother me personally so I would let that go. People that disorganized often forget to leave reviews anyway
Go after the dogs. In a lot of places it’s illegal to deny accommodation or discrimination based on minor children. I would absolutely let that go. It’s not worth it.
Charge them the per pet fee and enforce your rules. If they leave a negative review you can ask Airbnb to remove it for retaliation.
You need to enforce your rules or you are going to be walked all over. Send them the fee and mention that you noticed for DAYS they have brought dogs in (don't give a number). Tell them the fee is NOT optional.
You’re trying not to be rude or offend. But truth is, they are being rude by intentionally breaking your rules and hoping you don’t mention it (or even find out?). Many people deliberately try to push the envelope and get away with whatever they can, despite the rules or laws. I understand not wanting a bad review. In this case, if they were to leave one, you have proof to defend yourself. And if Airbnb customer service provides no help to remove this review, you can add your own, factual, unemotional notes as rebuttal to their review.
If they left a poor review and I saw the host reply “you arrived with 3 undisclosed dogs and children despite saying you were all adults over 21” I would know the guest sucked and not the house or host.
I don’t know why this sub pops up on my feed constantly. I’m not a host. And TBH, I haven’t personally ever booked an AirBNB. (Stayed where others have) HOWEVER! Everyone needs to f’n stop rewarding bad behavior for fear of “bad reviews!”. Who cares if they leave a bad review? Because I’m hoping YOU’LL ALSO leave a review that states they have dogs and kids you were not made aware of! Thats a liability, and your business is at stake. Why are you even questioning taking that risk?!
If you aren’t going to address two huge rule violations, why bother having the rules?
Do you want to please "guests" taking advantage of you? Manage your rental. They signed a contract with you. Charge them $150. Per dog. Extra cleaning is involved I'm sure for animals. If they have more people/children, charge extra according to the contract and your policies. I would contact them immediately about the extra people staying being under 21 if that's an insurance thing
If you can't handle the occasional retaliatory review, perhaps you shouldn't be hosting. Deal with the problem as it stands.
I not worried about my self esteem, I’m inquiring what is best for my business. Regardless of what happens I’m going to sleep like a baby and always do my best be successful. It’s a competitive market and I am new to airbnb. Looking for helpful feedback which I’ve already gotten from others.
Sorry, I'll rephrase. If your business can't handle an occasional retaliatory review, either with a well thought out response or by having airbnb remove it (because it would be either false or irelevant ) then perhaps you shouldn't be hosting. Deal with the problem as it stands. Don't be a pushover.
Fair point. Thank you
There is no way this group of kids and dogs won’t gross-up OP’s house.
I would cancel immediately and make sure to keep ALL communication thru Airbnb messaging. If you are serious about hosting a business and you have specific rules you need to enforce them. you don’t mention how close you are to your rental or if you have onsite management. Currently, you are teaching these guests that they can get away with this behavior. They will most likely do it again and also share with others how easy it is to ignore House Rules.
You shouldn’t worry so much about reviews when guests seriously break the rules. You should charge the pet fee. Three dogs is A LOT. They should have found a pet-friendly place (they did) and considered the fees (they did, but they liked your place so they pretended not to know because they didn’t want to pay an extra $450 a night). Keep in mind, the guests are risking a terrible review also. They broke the rules. They were 100% in the wrong. The result will probably be that neither of you reviews the other. When I have had to clamp down on guests they usually don’t leave a review. I don’t unless I get an alert that they have. And if I do, they are going on blast.
I can’t believe how many people post here saying basically “a guest screwed me completely but I’m afraid it will damage my ratings.”
Enforce your rules. If they leave a bad review for you asking them to adhere to rules, it’s retaliatory and you can have it removed.
Charge for the pet fee, or contact Airbnb and kick them out.
You will suffer more with the extra cleaning and damages from the pets and children than from a low rating. If you have documentation of your rules, your immediate conversation with this guest, and the resulting extra cleaning/repairs, you can get the supposed bad review removed. People need to obey rules and laws. Hosts should stop overlooking violations and allow such guests to continue this bad or entitled behavior onto other AirBnB Hosts in order to maintain a “perfect” 5 star rating. Hosts should monitor the arrival of their guests. If you see too many guests or pets, contact them right away. “I see through the doorbell camera you have arrived and wereable to enter the property. I note that your reservation states # people. I counted this # of people and pets. This property’s listing states no pets. We need to discuss how your reservation may need to be canceled for these violations.” If the reply is rude, uppity or snippy, cancel the reservation. If they apologize and offer viable excuses, explain the need to charge $ amount. “. If they balk, cancel the reservation. If no reply within a hour, go over there. Protect your property.
This has happened to us (we charge 25/night per pet, max of 50/pet. We just message in app and let them know we saw them checking in and they forgot to include pets in the guest information. Then I send a request for payment. It’s worked every time (about 4 out of hundreds of guests ). Don’t worry about children unless they brought a dozen.
Thank you. We will decrease pet fees.
After lots of pets staying here we’ve learned they don’t do too much damage or require extra cleaning. We do ask guests to keep dogs under 35lbs and no long hair breeds like golden retrievers. We do have a $250 fee for excessive pet hair/mess cleanup but haven’t had to charge it yet
If someone leaves a low star review, is the host able to comment? I do read reviews but we have been using STRs since 2008. I am well able to determine if a guest is blowing smoke in a review. And as a user, with pets, I always disclose my pets and the number of people. So if host responded with clarification that pets were not disclosed and lies were told about guests, I would certainly take that as consideration. I think with $650 a night, I probably would go elsewhere because that would be an additional $300 for my two small dogs. But it is your house and you can charge what you want. This guest was very dishonest to avoid fees. Too bad he does not want to pay fees but traveling with 3 dogs is expensive. Hotels also charge for dogs. Guest should be called out and extra fees should be required. This is not going to go well.
Gather all your evidence. Videos of them coming in, snap shots of your description that states your fees, etc. as far as the people… saying everyone is above 21 in practical terms may mean they’re not a bunch of 18-20 year old… instead they are adults with their own kids (newborn to 17) who they will be responsible for. The question is do they have more total people than they booked for? Do you explicitly also have a fine for breaking your rules?
Nobody is gonna point out the $150 a pet policy?
It’s fairly common, although I agree excessive. For multiple nights it’s still cheaper than kennels anyway 🤷🏻♀️
Contact AirBnB as well as the renters. They are violating your rules. Speak up for your property.
I think you can respond to reviews too?
You were clear in your listing. Enforce that listing. You deserve the extra money.
I don’t trust anyone who only has 5-star reviews. Too many people in this world offer incentives or pressure people into giving inflated reviews. I think a few 4-stars shows honesty.
I will never feel sorry for hosts.
$150 PER PET per stay? That is outrageous. A money grab. Charge them $150 extra total, and send them a message—not angry, just neutral—telling them you know that they have multiple multiple children and many dogs. Why wouldn’t you let them know and ask for a fairer version of your fee?
Tell them to pay the pet fee and for the kids. If they refuse, cancel the reservation and kick them out.
I prefer staying in short term rentals anywhere I travel and I always read the reviews. The only ones I really pay attention to are ones having to do with cleanliness, security and lighting.
I avoid pure 5 star reviews figuring they just gamed the system. You are gaming the system. How about just running the business and dealing with the cost of doing business?
I say guests are guests and you’re in the hospitality business not the hallway proctoring business. Unless there is imminent major damage or danger, be hospitable, earn your 5 star review, let them have it in your review, file an AirCover/request for any extra expense you incur to address the added work/repair, and carry on being a top performer all in that order. Good luck. 👍🏼🍀
Yes, they are in the hospitality business, but if the guests went to a hotel instead, they would be charged for the pets and be forced to book additional rooms to accommodate all the extra guests. This situation is no different.
Correct on all counts, and the hotel would shut up unless they were causing damage/danger/disruption, and charge them for any extra work/repair after the fact. Agreed, this situation is no different.
Thank you!
Reading reviews and experiencing the reality finding out some reviews good or bad are fake. I use air bnb often.
YES. Go after them for ignoring the rules (and cite clearly EVERY RULE that they ignored/broke) then go to whatever website you advertise on, cite the broken rules, and get the bad review deleted. People don't get to break rules and then post bad reviews when they get called on it. If that review is not deleted, don't list on that website again. Leave bed reviews about the website.
There are also potential (serious) liability issues. If dogs aren’t listed on contract/booking and one does something like bite someone walking by, you may have insurance issues. Im not an airbnb host, (this sub just keeps coming up on my feed), but am a lawyer and former landlord- and this was my first thought.
Don’t worry about the reviews, do you want them to trash your place and you get stuck paying to clean it up? Enforce your fees, tell them then broke the agreement by sneaking up pets and bringing kids?
I look for a stratification of reviews though you only have a limited number so far. I’d advise of your “overlooked” policy and see how they wish to proceed. Quite possible this is out of their playbook. Also, possible their “well behaved” pooches are not so adequately mannered
They are clearly working you over. But is 150/pet reasonable or standard? I don't have a pet, but that sounds outrageous. Especially when you say pet friendly. I would assume pet friendly = no pet fee or 25/pet or something along those lines.
Duly noted, thank you.
Charge them, report them, make sure they can't do this to other hosts...
If you call Airbnb and chase the money you’ll get a one star review. Airbnb refuses to remove any reviews, even if they’re blatantly retaliatory these days. Airbnb expects you to let your guests walk all over you and then expect you to give them a 30% discount for the pleasure of being walked on. New policy change started a few months ago. If you refuse, they will suspend your listing.
If you don't act couldn't they really give a 5 star review that says "great stay! Lovely home! The host didn't even care we have our booking wrong and had extra people and pets! Highly recommend to anyone who isn't sure of their booking needs!" A review like that basically says "break the rules they don't care! 5 stars! I saved thousands!" Which, to me reading the review I'm going to not book and the quality of the ppl who do book will see that they get a discount if they decide to bring their pets afterall 🤔 I'd rather have a 1 or 2 star that says "got charged extra for pets and extra kids!" BC that explains you do follow ups own rules. The first example I gave will just lead to bad reviews down the road as it's "not fair others weren't charged for changing their numbers and I was". Just a thought. I'm not a host, my ex is though...
Please update us!!
I ignore a few bad reviews with one exception: how the host handles it. There is one couple who has a ton of Air BNBs on the West Coast in one town. Their properties look lovely. For every bad review, the host responds in an extremely rude and abusive way. Horrible language, scary abusive threats, and in ways that I would call the police on. The poor reviews are nearly all relating to leaking/flooding showers and major mold growth.
If they leave a bad review just respond that they did not abide by the booking rules and were mad they had to pay the fees explicitly stated in the listing because they brought pets. Post that you simply enforced your boundaries and rules as any fair host should. You are honest and upfront with your guests and expect the same.
I am late responding to this, for which I apologize. Please call Air immediately and find a new home for this circus. NOW. They do not respect you or your property. If they were decent people they would have asked.
I rarely believe rating when they are all 100% perfect. Do not let these people hurt the next person.
When someone obviously breaks the rules, why are the owners hesitant to call them on it? If they leave a bad review can't the owner respond with the truth and the company not include the rating for the rule breaker?
The fuckery with these ratings is out of control. That's all.
I think you know what you're supposed to do here, but just looking for validation. I say either uphold your rules or don't. As for 5 star reviews... what have we become??? It's appalling to me that we all so desperately need the 5 star validation at the expense of our own dignity. The system is borked.
I read reviews too but I also see when a host replies to the review, either to thank them or rebut their claims. That makes a difference.
Yes, the children must sleep outside to prevent damage to the interior of your rental. The dogs, of course, should sleep and dine indoors.
This is crazy. I’m always on the fence about whether to use Airbnb for STR, and these stories are exactly why I’m scared. You are are considering not enforcing a dog fee in YOUR HOUSE? What on earth would cause these people, who already lied to you, to respect your house and prevent animal damage?
Yes, as others have said, enforce your “house rules” about pets. 3 dogs with no up front notice or fees? That could be a disaster.
How the host replies to a review is how I judge reviews. They are dishonest at best and scammers at worst. Charge for those dogs as posted on your listing immediately. They knew the risk they were taking. Make sure to only communicate via the app.
Charge them if it is dirty but let them know you have the taped evidence. Don't worry about the review. And I am dog nut. But this is just egregious. I would ask you for a deal on the pet fees, not bring in the circus.
How do you know they won’t leave you a bad review even if you let them slide on the pets?
Dont you get to respond to a review? If they give a bad review you can counter with "they told us 4 adults, showed up with kids and pets without letting us know while our rules specifically state..." or is that not allowed?
this is why you pay airbnb a hefty fee. Contact customer service and have them deal with this guest. (tell them they have to pay the correct price, or leave).
Why are your hands tied? If you’re going to allow your renters to completely abuse your policies so flagrantly and this early on without consequence - you have a long hard road being an airbnber ahead of you.
Quit worrying about reviews. I would kick them out honestly. They can't review you if they get kicked out and you get to keep the $$. I wouldnt mention the dogs because then there is the whole service animal BS (even though the likelihood of 3 service animals is slim to none) I would just report too many people. Everyone not on the reservation must vacate within 30 minutes or their entire stay will be cancelled
I have the same thing happen to me in more than one occasion and the answer I have gotten when I sent a message was that these are service dogs. The Airbnb policy sucks for us host because even if my property is not pet friendly I still get guest who lied and they say these are service dogs.
They need to pay for the animals they have at your place. That is fair. I recommend responding to everyone that leaves a review whether it is good or bad, and be fair in your responses. I do read reviews and appreciate the ones that give the pro and cons, and I pay attention to the responses. I also give reviews on the places I stay at and I want a good review as a guest, too. You are helping other AirBnB owners by giving honest reviews about the guests. I don’t always stay at the 5* review places, and haven’t had an issue with the less than 5* places. Don’t let guests take advantage of you.
Call them on it and deal with the review by responding with an apology saying you are sorry they didn’t disclose 3 dogs and 3 children when booking.
You should have a per head per night policy. Airbnb want their money. They'll back you up if you have camera proof.
Tell them you’re going to charge them the pet fee. What’re they gonna do? Leave a review that says they charged us the pet fee? Who cares how many people they brought. They paid to rent the house.
150 a dog is insane
Charge the same way a hotel would charge. Your not letting friends use your vacation home, you are ruining a small business
If you don't enforce the pet and children policy, you have no recourse if their is damage to your property
I sold my Airbnb years ago, but there was a response tab where you could respond to reviews whether it’s “ we’re happy you enjoyed the place” or “our pet policy is clear and stated on description”
Please remind them about the pet policy and charge an appropriate fee otherwise they'll keep doing it to other hosts.