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Guests breaking house rules (ie: smoking)

Hi all, 

I had my first bad experience with a guest this past weekend. My apartment is non-smoking, yet when I returned I smelled cigarettes. Also, they fooled with my Nest thermostat and new heating system. And left a mess compared to all my other guests who treated my place with total respect. They wish to return in March. How should I handle this? With booking.com I don't believe I can stop them from reserving my place again or can I?

Any tips would be helpful. Merci beaucoup.

Mark

 

8 Replies

1
JennyYeo

Hi Mark

We had a guest from hell in May last year too! Our apartment was messed up by a guest. Though the following were what we done:

1.) For guests coming to our holiday let apartment, we send them a booking form and our Terms and Conditions to sign.

2.) They have also to make a refundable security deposit.

If they do break our T&C, we reserve the right to keep the security deposit. Though 99.9% of our little venture so far, apart from the only one who messed up above, we refund in full to guests.

However I believe you can "reject" guests who you report to Booking.com and let them be aware of the issue. I reported to Booking.com last May and they told me that the booking reference had been recorded about troublesome guests, so in the case of this guests coming back to book again, I just need to call Booking.com to report and they will reject the guest from their side.

Hope this is helpful?

Jen

1 year ago
1
Nicolaaleff

Hi there,

I have 6 Apartments in the same building which I rent out. Some of them are quite big so I have a lot of groups and sometimes even bachelor groups. I have had that problem as well in the beginning. Now along with my confirmation I also send out my house rules to groups in which I make it clear that they have to leave without a refund if they break them. I also always call booking.com first when I have trouble before taking any actions. Everyone gets 1 warning while staying. If they violate something and I figure it out after their stay you can put them on a list at booking.com so they are not allowed to come back. A deposit works may be with 1 apartment but is too much trouble for me - so far that worked out pretty well and 90% of my guests are just lovely Nicola

1 year ago
1
Arrandale Hous…

We had an issue with guests smoking in an apartment, despite being reminded in person that it was non smoking. When we charged them a cleaning fee after departure, we were hit with a low score revenge review from them As it was posted 'anonymously', we cannot post a response and Booking.com have refused to remove it. Has anyone else had this experience with bad guests? Should Booking.com be re-thinking anonymous reviews anyway?

1 year ago
2
Chantal

Thanks to all for sharing this experience! I has the same problem. I believe though, that my smoker was an actual spawn of the devil! He and his girlfriend smoked so much marijuana that the ceiling fan blades were blackened with soot - I couldn't believe it! I had to call my electrician to pull down the fan and so that we could scour them clean. I had only three hours to clean the room. Thanks to the power of Baking soda, we were able to freshen the room in time.

I will be reporting this guest to booking.com.

1 year ago
1
Danielle Kabos

Arrandale House and Apartments we had exactly the same problem. Heavy smokers and reminded them twice on first night of no smoking in the rooms. Charged them a cleaning fee and got the review of 2 anonymously which really hit our score hard as we were fairly new at the time (its still dragging our score down and for a while took us out of the gold category for 9.5 plus). We argued hard with Booking.com who told us it was the guests "right" to post a review if they stayed here and that our only option was to kick them out before they stay overnight. So our policy now, if you light up in our house you're out. So you're not alone and its a big problem with booking.com. It makes us feel like they side with the guests rather than the owners.

1 year ago
2
Chantal

I suggest that we all write or call Booking.com to share our concerns about anonymous reviews. I bet most of those are bad! What's the purpose of allowing them anyway? It obviously exposes the host to spiteful guests, and that is not fair to us. Booking.com should put measures in place to minimize the abuse of 'rights'. We must have a fighting chance to getting bad reviews off - when we know who writes these reviews, we can present our case for removal.

Booking.com's 'solution' to the problem is impractical - kick them out before they stay overnight? I do not live on the complex where my rental apartment is located, so I don't find out that my guest was smoking until it's check out time. So what now booking.com??

1 year ago
1
Arrandale Hous…

Totally agree with you Chantal. If they wont stop anonymous reviews we should at least have the right to comment. Also find it ridiculous that we cant comment on a review if the guest doesn't comment themselves. What is the logic behind this? I feel Booking.com are way behind the likes of Air BnB on this, way too one-sided. We definitely all need to lobby for change on this - after all, WE are Booking.coms profit centre NOT our guests! I am going to raise this with my contact and I would encourage everyone else to do the same.

1 year ago
1
Danielle Kabos

I've raised this with our contact - verbal shoulder shrug back - and put it on every survey they've sent including additional commentary and saying at the end I'm happy to talk about any of this and allow identification of my responses. Zilch.

There is no logic to booking.com's position on this issue. Absolutely it is justified that review scores can be commented upon by owners. If the guest is allowed to do any score/review, then so should the owner.

We didn't ask the smoking guests to leave on their second night with us as our village was totally booked out and their chances of finding any suitable accommodation was limited. We did the right thing by the guests and we got penalised for it. There hasn't been another situation like this for us (our guests are 99% lovely) but we will be asking anyone else that smokes in our house to leave. We're not against smokers - we have a lovely garden with undercover areas and ashtrays provided - but we have to keep the house smoke-free for everyone to enjoy.

So yes - lets all keep raising this with booking.com until they finally listen to us.

1 year ago