How to Keep OUT Unwanted Airbnb Guests!!

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hello youtube this is richard founder of short-term rental secrets calm and Airbnb super host today I'm answering the question that one subscriber asked and it's a really good one I think it's on many people's minds which is new to hosting how do I keep people that I don't want in my home out of my home so let me first just go on the record with a little disclaimer like I can't control who you accept into your property no matter what tips I give you you know this is life like bad things may happen so just realize that I'm trying to share with you the things that I've learned but I'm still learning and I get fooled sometimes and in fact I filmed a video where I had a bad episode so you should watch that one and you know hopefully we all learn and if you have experience or comments leave them so that we all benefit so jumping right into it I've said this many times and it bears repeating now you want to be really really transparent with your listing and the photos both the good and the bad and what you want to try and dissuade is a really obvious things like if you don't allow parties or you don't allow smoking or you don't want loud music after 10 or whatever it is that's important to you just detail it many times it's okay you don't want those people staying there so discourage them from staying there but the other thing that's really important in your photos and in your description are things that may be less obvious to you like I get asked all the time for one of my properties that have stairs is this okay for my stroller and my two-year-old or are there stairs that might be dangerous for a toddler these are people that even though they pay just as well they're not going to throw a party the last thing you want is any liability with god forbid a human accident or incident so you want to be really clear about the stairs and how many stairs and the flights and the color and uneven grate or you're going up a little hill whatever it is because if that's a challenge for somebody then they should be aware of it before they get there before they trip and they fall and you have a real problem on your hands the other thing that I encourage you to do is spend a minute trying to learn a little bit more about your guests so take a look at their profile how long have they been on Airbnb how many reviews do they have what do other hosts say about them and to the extent that they don't have any reviews feel free to go back and forth with them a couple of times and ask that will help you gauge such as what brings you to XYZ region and who are you traveling with and what's the purpose oh and have you been here before just open-ended questions see how they respond there's no right answer but you'll get a feel for whether these are people that you want staying with you and in your home or whether they're you know maybe a little bit shady or you don't feel like they're telling you to quite the truth and then ultimately you're going to have to make a decision based on your gut your gut is always right oftentimes where I have had problems and I don't mean problems like parties are destroying my place I just mean like guests that are really challenging or they're not happy instead of just complaining I don't want to do that I just I can tell you right now that my friends on a Ledge smile and I'm I don't think we're any comfortable here and I want to figure out a solution that's going to be okay for you and okay for me they're very demanding when I go back and I look at sort of the questions that they were asking I could have guessed that they would have been challenging only there was nothing that told me don't book them or you have availability take the money but in retrospect when I go back and I analyze it it's like well who asked about that and why would they have asked about it and sort of a little bit of a antenna went off and said they might be better suited for a hotel and in the cases where I've had actual bad experiences and there's videos on it it's always been a same-day booking right and and you know if you have availability and somebody's willing to pay it's really compelling to take that money because it's going to go vacant otherwise but in my experience it's a little bit Shady why would somebody not have a reservation and be traveling to your city or your vacation home let's have a really compelling story about you know what happened to their other plans chances are they're up to something that's no good they don't want to do it in their own home so they'd rather pay you you know a couple hundred dollars and use your home so I really at this point shy away from that another tip that's not quite as important but it always strikes me as a little bit weird are the people that are trying to transact off of Airbnb or home away so if somebody says hey call me and here's my number here's a website or do whatever that's sort of counter to the whole community that I'm a part of and proud to be a part of and I take seriously and while I don't love paying fees I'm happy to pay fees Airbnb provides a great service for me and so people that are trying to skirt the system it's a little bit indicative of me that they might kind of skirt my rules or break my rules too and so I don't know that I would deny people but when I get that sense and it's too strong I do in fact listen to my gut and reject them I hope you found this helpful if you have additional tips or information that you want to share with the community please do so like that's one of the great things about this channel in the comment section we can all learn from one another so what do you do what has been helpful what tips do you have for others the more that we engage the more we're going to learn mutually and we're all going to grow so go ahead and like the video leave your comments and feedback if you haven't subscribed what are you waiting for subscribe now until then happy


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well hello everyone my name is Carrie welcome back to my channel or welcome to my channel if you're new and welcome back to another storytime Saturday where every Saturday on my channel I tell you another crazy story about my crazy life today storytime is gonna be interesting because it's gonna be something that just happened to me like this past weekend and this is truly something that I never thought I was ever gonna even think about making a story about because I've always had amazing experiences with this company but this is gonna be about an airbnb nightmare and how it ended up turning out not in my favor at all whatsoever if you guys follow me on social media you will know that I stayed in an Airbnb last weekend when I went to Universal with my friends we stayed in LA and the Airbnb itself was fine the apartment was like okay the host was nice but the area was really loud there were people crying in the street if you follow me on I think he was snapchat that I posted it on there was a girl crying in the middle of the street for over an hour at two o'clock in the morning so anyways let's just go ahead and jump into the story because there's a lot to cover so like I said I went to LA this past weekend and stayed in an air B&B with my friends and drew we decided to all go to Universal Studios together because we're all big Harry Potter fan so we ended up searching on Airbnb and we found a few different places and we were kind of narrowing them down what ended up like really sealing the deal for us booking this place was when I looked I saw that they had tons of amazing reviews like tons of amazing reviews everything about all of the reviews were amazing they were like he has everything you need he goes above and beyond like this is a dream place to stay it's super clean it's in a great area so I was like sweet so we decided as a group we're gonna book this place and a lot of Airbnb listings sometimes will not have parking selected as an amenity so this one didn't have the option for free parking on the premises and both of our friends and their family as well as drew and I were gonna be driving to Los Angeles so we needed to have two parking spots for this place so I was like no big deal reached out to the host and we'll see what he can do he can probably get us like a parking pass or you know something like tell us some kind of free parking situation so I reached out to the Airbnb host and I just said hi you know I was I just booked your place and I was just gonna ask a couple questions about parking we're gonna have two vehicles do you have any options and he basically responded and was just like parking in this area isn't great there are garages nearby but I don't think they do overnight parking also you can do metered but sometimes that's not allowed and sometimes there's Street parking but sometimes there's not and it's a few streets away we have a guest parking garage but it's really strict and my spot will be taken so like good luck so I was like okay well we need to have at least one parking spot while we're here can you please help us out in any way and so he just said sure let me see what I can do so he ended up contacting like I guess his building which he's not allowed to do Airbnb in his building which we will get into in a moment but he contacted his building and I guess was able to get us like a guest parking pass whatever so he's like I was able to get one parking pass but I can't get anything else so you can have one guest parking spot in the garage I was like that's fine honestly thank you so much for like taking the time out of your day to look we really appreciate it like you went above and beyond we're looking forward to our stay we'll figure out another parking spot when we get there so all this communication that I've had with him about the parking spot is over the course of like 2 or 3 days and it gets to a couple days before we're arriving and he was always messaging me through the Airbnb messenger and I we'll have the app on my phone so I would always just go on my laptop and respond to his Airbnb messages there was a really cool system where you had a digital key on your phone so you didn't actually have a physical key to the apartment you just had a digital key and so that was really cool because you didn't have to worry about it or anything and you could just press a button on your phone and it would let you in so he was giving me instructions I'm like how to don't want the yeah and so on and so forth so then that was like maybe a couple days before we arrived then the day that we arrived Drew and I were in the car you pack everything up we're on our way to LA we're super excited we're texting with our friends were like yeah we're gonna get there soon and I noticed that I had an email on my phone the host had sent us an Airbnb message and I don't have the app on my phone and I was driving so what I did was just look at my email so when it sends you an email it gives you the preview of your message or like the first several lines of your message so the message said something along the lines of left the guest parking pass on the counter for you and have just left the place you know enjoy your stay please call me if you have any questions about anything and so I was just like oh sweet you know he's letting me know that he got us the guest parking pass it's on the counter we're gonna get there we're gonna arrive everything's gonna be great so like maybe 20 minutes later after he sent me the email maybe because I hadn't responded to the email he sent me a text message to my phone and he just said like hey you know just checking in on you seeing what time you were checking in it was just like oh you know we're in silver like right now so we should be there in about thirty minutes here's the time and he's just like great have an awesome weekend you know cool we're ready to go so we get to the actual place mind you this guy has an 18 step process on how to check into his place very stretch instructions there are directions on how to get to a random lockbox that is in the middle of nowhere on these crazy random streets Terry's picking up the key for the Airbnb it's in a lockbox this is so weird so we have to get to the lock box to get some keys out of the lock box that have a fob and also a gate key in them the gate key gets you into the main gate but there are three entrances to the apartment complex but two you are not allowed to use there was a map showing you the ones you weren't allowed to use because it was like where the front desk people were or the people that worked at the apartments and you were not allowed to say that you were staying in an air B&B which is common it just seemed like very strict and very odd so we were like whatever we get this sketchy lockbox key we use the lockbox key to get into the gate the gate that we were supposed to use then we use the fob to get into another gate at the pool to get us into the actual building with the elevators then we get into the elevator then we get to the apartment and we have the key on my phone that we need to use to get into the apartment that's not syncing up whatever we finally get to it we finally get our stuff dropped off and we arrive to the apartment whatever so one of the bedrooms which was like just to your right when you walk in was where Drew and I were staying and then the other one was off to the left so we decided to stay in the one to the right like I said because there was a desk in that room so there's a lot of like trinkets that kids could get into and it was a bit smaller and the bathroom wasn't attached and then on the other side it was the master bedroom so the bathroom was attached there was an extra two mattresses in there for like the kids to sleep in and it just seemed like a more spacious area for a family of people so we walk in like whatever we're doing our thing and our friends arrive we finally get freakin into this place we drop our stuff off we're getting ready to figure out what we want to do to eat and my friend Hannah was like yeah there's a huge hole in the ceiling in our room and I was like what and I walked in there and I looked up and right next to the bed there is a gigantic like I'm not exaggerating like two by three-foot hole in the ceiling of this Airbnb and I'm like what is going on over this hole there is plastic that is like draped over the top of it with like some duct tape to hold it in and on the actual wall itself you can see that it's turning like brown like there's been water damage to this place and we're like is the ceiling in a cave and like and so we're like well that's ugly but whatever he should have told us this but like we'll deal with it later we're tired we're exhausted it had been like a huge long process for us to get into this place we were starving we're like let's go get some food and we'll figure it out later and then we noticed in the listing for the place the photo it looks like this of the bedroom and then when we got into the actual place there was this weird room divider shade thing they have like those japanese-style kind of like room divider shades and we looked behind the room divider shade and there were two buckets laying on the floor to collect the water that was apparently driven from the ceiling so we're thinking like okay maybe there's like a couple drops that are dripping from the ceiling kind of weird that he didn't mention anything which I will get to but like whatever you know we can deal with it it's not a big deal it's not gonna like make or break us staying here plus on top of it we had each spent you know well over 350 dollars to stay in this place over these nights it was expensive we had already like hood all of our means into this place so we couldn't just like up and walk to another place and book somewhere else because number one hotels in Los Angeles are ridiculous they're either super super grimy or insanely expensive and number two we had kids with us we had a baby with us like it was just a nightmare so we're like you know what it'll be fine you know whatever so I'm like I'll definitely leave it as a review like when we leave this place I'll say you know he didn't tell us about this huge hole in the ceiling whatever so we end up like going walking to get pizza you know spending the rest of our night doing our thing and then we get back to the place we all crash out and go to bed and the next morning I'm woken up like several times throughout the night because it's a really really loud area like it's just near like a bunch of bars and stuff so I didn't get the best night's sleep but what up the next morning we're texting our friend like hey wake up it's time to go to Harry Potter we're over like getting really excited and our friend John says well Hannah only went to bed like three hours ago and I'm thinking that was like five o'clock or six o'clock in the morning like damn she must have a long night and so we come out into the living room everyone wakes up and they start talking to us and they're like the water was out of control last night and we're like what do you mean and they basically describe to us a freakin horror story about this hole in the ceiling and so it was dripping water consistently all night long like and the water was falling onto the plastic that was placed over this hole so it was just extremely extremely loud they said that various times throughout the night the water would pull up on this plastic thing and then the duct tape would give way and it would gush from the ceiling onto the buckets below and I was just like oh my god like what do we do and this is where my bag comes into play like I truly have stayed in like five or six different Airbnb s and had nothing but amazing experiences so I've never had to like contact Airbnb for anything or contact my host for anything and to be perfectly honest this guy's house he likes samurai swords he had a couple of books on Trump he was Russian I don't know there were like Alexa devices everywhere like literally six or seven of them it just felt really eerie and we didn't want to piss this guy off so I didn't even know that it was an option to contact Airbnb when we were still there but at the same time I didn't really want to go over his head to contact Airbnb because I didn't want to like piss him off while we were staying in his place also thirdly Airbnb is really solely based off of your reviews so like I have a bad review if someone leaves me a bad review saying like I'm a bad customer people aren't gonna book me and like Drew and I are going to Japan soon and like I really just don't want to have like a bad review so I was just very naive in the situation I truly didn't know that I could just contact Airbnb and they give me my money back and take me to a new place this guy had a strict cancellation policy for his place so unless you you know cancel it within 48 hours of booking it like you couldn't get your money back so we didn't even have money to go to a new place so we just felt really locked in so I was just so apologetic because I felt really bad because it was kind of me who like sort of been planning this stuff of course my memory part is gonna run out now I have to switch it okay we're back so anyways I felt kind of bad because I was the one that sort of planning this whole thing and so I just said I'm so sorry like will you please let me in drew stay in there tonight afterward a few times and they were like no honestly it's fine like you can take turns sleeping on the couch I'm like please like let me stay in there they insisted they're like it's seriously no big deal like we'll just have to get you know earplugs because they were even trying to use like white noise apps and things like that to try and block out the sound there was nothing they could do Hannah said she ended up crying because it was just like so frustrating and I totally know that feeling I felt so bad it's just like wow I made this the worst vacation ever by picking this place so anyways we were low on sleep other things were going on in my life throughout this weekend we were all just in a bad mood and we ended up going to sleep so I asked them if the next day was any better they said no not really and so I'm like okay once we leave this is the morning we're leaving we're checking out I was like once we leave and we're out of there I don't know you just never know I was like I will contact him and tell him about this I sent the guy an email I sent the host an email I just said hey thank you so much for allowing us to stay at your place we're very appreciative but we're really disappointed because as I'm sure you know there's a giant hole in the ceiling of your apartment it gushes out water and I went through all the details I was just like this is what everyone went through it really put a damper on our vacation I don't like to complain even if I like order something in a restaurant and it's made wrong I don't even like to complain about it even if it's their fault I don't like to say anything because I just hate complaining like working in any form of customer service or any service industry you just you only really say something when you need to and I was just like you know this apartment just wasn't all that so I've got to say something and it just really affected our weekend and he should have told us so like I said contact the guy tell him everything I'm just like you know you're a really nice guy I hope you understand that I'm trying to approach you with kindness and compassion but we're really like this is unacceptable really upset and he wrote back and was like well did you read my Airbnb message I sent it to you in a message before you arrived and I'm like what is he talking about so I go on my laptop and I search through my Airbnb messages and sure enough I look and I see at the very bottom of the message he sent me you know the one I was telling about that I checked on my phone where it showed the preview that said left your guests parking pass on the counter hope you enjoy your stay let me know if you have any questions then below that it said also also a pipe has burst today in my apartment I'm really sorry it's ugly aesthetics mean a lot to me please let me know if you have any concerns and so on and so forth so the thing that's just weird is that he didn't bother when he was text messaging me because that was the only way I was communicating back with him on the day of travel I was like this is what time were arriving and the other thing that was weird was just like he yeah he notified us but like an hour before we were supposed to get there and like he should have just cancelled it would have so much rather just been cancelled on so that we could immediately get our money to go search somewhere else to say we're like I don't know there should have been like a better way to go about this but honestly whatever so I was just reading it I was like he had told us the whole time and I had no idea because it was at the bottom of a message but I didn't even open honestly I just can't I just can't I'm willing to accept when I'm partially in the wrong I totally understand it I get it trust me I'm not sitting here saying like oh I deserve this I totally am understanding of his situation so I'm like okay I gotta see what I can do here because I don't want to paint the wrong impression I had already requested through Airbnb for a refund and there's like a lot of rules and stipulations that go along with that that's really confusing so I called Airbnb customer service and I was just like hey listen here's the deal this is what happened I was like this guy actually did notify me of what was going on with his apartment but I didn't know because this is how he notified me but this is how we were communicating I didn't even see it i just saw the preview of the email on my phone you know i gave the whole description and i was just like you know what do you think i should do and the lady on the phone was so nice she was like honestly he should have canceled the reservation i'm not sure why he didn't even if it's an inconvenience to you guys to get cancelled on at least you get your funds back right away and then you can have them to go to another Airbnb or somewhere else or whatever and i was like yeah that's kind of the thought process i was thinking i asked the lady from air B&B on the phone several times i just said do you think this is even worth pursuing like i really don't want to make a huge deal out of this but it really just put a damper on our weekend and i don't want to leave him a bad review I'm not trying to affect his business I'm just trying to like reach some sort of resolution here you know and she was like no I absolutely think you should pursue a full refund like if it were up to me I would give it but here's how it works she was like if he responds to your request because the host is the one that has to respond to the request he responds to your request in a way that you don't like or if he denies it or if he doesn't respond at all within 72 hours you can dispute it or like involve air B&B and then they'll make a decision they'll kind of like mediate the decision the lady on the phone was like totally had my back she totally understood where I was coming from it was great so I was like okay you know what this is worth pursuing because like especially for my friends like I feel like they deserve to get some money back so I decided to involve Airbnb not to like go over his head or be a dick but I was just like maybe they can look at it from like a neutral point of view and just kind of decide like which way they want to go with it you know so I involved your B&B and they asked me to attach like photos and things like that so I touched photos so I got a message back this morning all right see you below Carolyn this is blank with Airbnb strip experience team I'm reaching out to you regarding your reservation with blank I reviewed all the information regarding your Resolution Center case with blank and have reached out to blank already as well at this time we reach decision on this matter due to the fact that your host did let you know beforehand of the issue and that you did not reach out to your host during your stay or us regarding this issue which I didn't eat again didn't even know as an option I'm just an idiot I guess we will not be refunding any amount however I am able to give you a hundred our coupon for future travels and the inconvenience of this matter of Allah blah in the future it is critical to reach out to your hosts in these situations and if they are unable to remedy the situation calling us will make it where we can help you without any issues on a trip which honestly really nice that they gave the coupon code but I was kind of low-key a little bummed so I was just like listen some of you might be annoyed by watching this but I feel like the majority of you that are watching will understand where I'm coming from like I wasn't trying to scam this guy out of his money that's not where I'm going with this at all it was just so weird the way it was gone about and I didn't know this entire weekend and then of course when I did see that he was like there's a hole in the ceiling sorry just really weird you guys ought to let me know what you think in the comments below because honestly why do these things happen to me honestly was I hope you guys enjoyed this storytime about my crazy Airbnb experience this is nothing against Airbnb or against my host it was just kind of the way things turned out so I hope you guys enjoyed it if you did give it a thumbs up don't forget to subscribe to my channel for new videos every Tuesday Thursday and Saturday and yeah I love you guys so so much and I'll see you in my next video just begun