Pictures before check In

[Erica40]

We have been left a review stating the property was not clean or tidy, the up side is that we took pictures of the place before the check in as the guests were over an hour late with the agreed check in time.  We also have the time the pictures were taken as it shows how late they were, as opposed to their review claim that they 'arrived a little late'.  If we received any calls or texts just to inform us how late they were going to be it would have been fine, but we had to contact them after 40 minutes and they were just about to leave a place that was about 30 minutes away.  

[Sandra126]

We are just hosts here, you will need to contact AIrbnb! Type ''contact Airbnb'' in the searchbar.

[Erica40]

Just wanted to see if other hosts have had similar experiences....first timer's here 🙂  

[Gerry-And-Rashid0]

Leave a public response - brief and friendly saying : disappointed as u were on site to meet Them past their agreed check in time , checked the property and always take and date photos before and after each guest. Also express surprise that they made no mention whatsoever of this during their stay as u would have addressed any concerns immediately. Steer clear of lots of detail s - guests an hour late when traveling is not unusual.

[Babs0]

Agree with @Gerry-And-Rashid0, use your option to leave public response to a review. No details, becuase that is not going to make any difference at this point. They had the opportunity to raise any issues, so why didn't they? You could have made it right! something along those lines. Just too bad they didn't give any details, then it would be a true learning experience for you! Just ask yourself if the room looked very different then from the pictures?! Try to make it look the same, even if it means having 3 sets of the same bedding 😉

You could see if you can get the review removed by Airbnb, but I would just take it as an opportunity to learn and tweak your check-in procedure: try to meet all your guests on site, that way you have opportunity to ask them if everything is okay/according to expectations and if they would need anything else. If not, then you are indeed in your right to be surprised by statement that it is not clean/tidy!

Good luck!

[Babs0]

Reading the review just now, were they not aware that it was indeed the flat you usually live in yourself? First time Airbnb-guests maybe?!

Some people don't like to be reminded of that I guess, maybe you can work with that: make sure there is a space for them to hang their clothes in the wardrobe (even if some of your things are in there), no personal things like pictures/mail/toiletries/etc in plain sight, that sort of things. 

It's different with every guest though... We once stayed somewhere where the girl normally lived herzelf, she litterally removed everything from the flat: she left with 2 big suitcases, empty fridge, the whole pantry empty.... She thought she was doing a good thing, but we wouldn't have been that uncomfortable with some personal items! Now we were in the position that she left pads for the coffee machine, but no milk! 

[Erica40]

Thanks very much everyone......we are managing the flat for friends and yes we are all first timer's too.....like what was said the flat is still being lived in when our friends come back from their work abroad, so we need to make that clear in our description.  We just felt the review about cleanliness was a bit odd.  They were apologetic with the late check in, it would have been good though to have sent us a quick text if it was over an hour.   Thanks again and lesson learnt!