Sometimes as an AirBNB host not everything goes as planned, sometimes unexpected emergencies happen and despite your best efforts, you are not able to communicate to your guest, especially in the mountains where wi-fi service is sketchy at best. Unfortunately this is what happened on Sunday June 24th, when I had 4 guests leave at noon, and my guest Steve Spencer and his wife were planning to arrive at 3pm, and I was 90 minutes away helping my son with an unexpected emergency. I was hoping to return to my AirBNB in Highlands by 1 pm so I would have time to wash all the sheets and towels and sanitize the rooms for my new guests, but when I realized that I would not be able to be get back in time to have the rooms ready by 3 pm I sent Steve a message at 1 pm via the AirBNB app asking his time of arrival and explaining that i had been delayed unexpectedly and that the rooms would be ready by 6 pm at the latest - the window for check-in was anytime from 3 to 6 pm. I did not hear back from him. As an AirBNB Guest it is very important to check your messages from your host because there may be changes in the check-in time!
When I arrived at the house he and his wife were there, had found the key that the previous guests had left - I had NOT given them the location of the key - and had decided to enter the premises of their own accord. Of course the rooms had not been cleaned yet! I explained that I had an unexpected delay, apologized repeatedly, and offered for them to enjoy the beautiful front deck and a glass on cold filtered water while I got the sheets and towels washed and the rooms cleaned and sanitized for them. They did decide to sit on the large front deck and I brought them several brochures on local waterfalls. His wife and got a bottle of wine from their car and I gave them a wine opener and wine glasses, my wi-fi password and even brought them information on local restaurants when they said that they would get something to eat while the sheets and towels were drying.
The bed was made up with fresh sheets, there were 2 sets of freshly washed and dried towels, and the bathroom and kitchen fully cleaned and restocked with organic amenities when they returned at 5:30 pm. There was no hair in the bathroom, the trash and recycling from the previous guests had been removed, and the "smell" in the living room was from an aromatherapy mist that I had just sprayed to freshen the space. I went above and beyond to communicate to these guests and make them comfortable while I got the room ready for them.
Needless to say, if Steve and his wife had gone to a local Bed and Breakfast or a hotel anywhere, and their room wasn't ready yet - which as we all know happens from time to time - I don't think he would have gone out of his way to complain about a 90 wait OR the state of the room BEFORE it was prepareded for them!
And for the record, I have had guests staying continuously since last October and not one had said that the bed was "noisy"! Not sure what he meant by that, but no other guest has ever made that complaint before. As you can tell from my reviews, my guests have found the accommodations very comfortable and enjoyed their stay immensely! Many of my guests have returned!
My advice to Steve is that if you expect flawless accommodations 100% of the time, then stay at 5 Star Hotels and plan on paying for it!