We knew Robert was potentially going to be trouble minutes after accepting his first booking when we received a phone call with an unsolicited offer from him after he booked our first listing, prior to booking the second listing for the others joining him on this trip. He was able to make this offer because Airbnb makes our phone number available after we accept a reservation.
The guest said that he likes to swap with nice properties and could do so If we were interested. He said he was having a hard time because a property that he used to list on Airbnb in New York City could no longer be listed on Airbnb because his building had prohibited this activity. Now he must do this quietly.
We declined his offer. We told him we use Airbnb for our booking and follow a straightforward business model and do not seek exchanges or swaps or direct payments of any kind. His offer pertained to the booking of the second cottage, which he eventually booked using the correct and conventional manner, after we turned down his alternate proposal.
On approaching to meet and greet this guest at check-in, it was clear he was visibly upset prior to even walking through the exterior property gate . His behavior, demeanor, words and tone were unmistakably insulting. His conduct was of sufficient concern that we gave him the option to not stay, prior to concluding the checkin process. We contacted Airbnb immediately and requested they reach out to him and explore other options with him. We were shocked when Airbnb contacted us to advise that this guest actually did wish to go through with his stay.
The house rules the guest cites as concerns are disclosed in our listing. He knew of the conditions and potential costs, and agreed to them in writing prior to booking. He expressed no concerns in any of the written communication up until the moment he arrived. Once at the site his demeanor changed.
We provide detailed information up front and in writing to guests prior to arrival, based on prior guest FAQs. This helps us keep our overview brief. This is generally 10 minutes or less, unless a guest hasn’t read the material and asks questions.
Citing the reviews of other guests who also neglected to read the house rules and were upset by them simply puts Robert in league with people who do not do their due diligence.