Is it just me or are guests getting more difficult?

Question

Sort of a vent but also want to know if others are experiencing what I am. I've been doing the STR thing since 2016 (but my first one is in the Dominican Republic and has a property manager), my second one was purchased in 2020 that I've been managing myself. It has been great. I hear all the horror stories about airbnb and guests, demanding things, looking for discounts, breaking things. I've been lucky. I get most of my business through VRBO but a few through airbnb and even less from Booking.com. I have truly enjoyed the majority of my guests (a few ask dumb questions but I can deal with that). People have said they've seen demand decrease and ADR going down but I've been lucky to see the opposite. 2023 is on record to be my best yet (already booked more than all of 2022 and I have almost nothing for Sept - Dec). So, the problem? The last few months I'm getting a lot more dumb questions (like is there AC when it clearly states there's AC) and people asking for my "best rate". I never discount and do just fine. But now, the last few guests have been incredibly demanding. Not enough towels...the weather isn't good, random small things. I've gone out of my way, delivered extra towels, ordered extra Pickleball rackets, etc. This is what I believe generally sets me apart...the above and beyond stuff and easily responsive. But two guests ago didn't read my Welcome Guide (I know because Touchstay shows me the number of openings) then immediately texted me angry (mind you, after I let her check in 5 hours early) complaining of the pool rules, which were clearly outlined in the guide. They aren't ridiculous...no jumping or diving or playing with balls. I called the JW Marriott and Hilton for a reality check - this is pretty standard. I am BEACHFRONT! I provide body boards, beach toys, everything. But all they wanted was the pool and kept breaking the pool rules and got yelled at. And yes, they left me a crap 3 star review. The guest I currently have also called me 3 times on check-in. Didn't read instructions and was mad that he had to take the elevator to the 18th floor to get the keys in order to get a cart for his stuff. Then he complained that he needed to go through the gate every time he comes and goes from the condo. It says it right in the description, GATED COMMUNITY! Both of these guests have called me daily with complaints from weather, to towels, to keys, etc. Either I have had the best guests for nearly 3 years until now or people are become entitled crappy people. This is paradise! Is it just me or is anyone else seeing an uptick in ridiculous demands from guests? I will not cater to the fear of a poor review and customer service is my number one priority.

Michael Baum · Answer

Hey @Patricia Andriolo-Bull, I ask some simple questions. Have you been to the area before? Are you celebrating any special occasions? Will you be bringing a dog?

This give me an idea of how the will communicate and their general demeanor. I have a guest coming up that responds in single word answers. Yes, No, No. Has me a bit worried.

Michael Baum · Answer

Hey @Patricia Andriolo-Bull, first thing, paragraphs! That wall of text is tough to read.

I haven not noticed an increase of demanding guests. Some of the things you have listed are pretty normal and some are a bit nutz.

Do you allow instant booking or do you vet each guest?

Ryan Moyer · Answer

I think guests have definitely gotten worse as Airbnb has captured more of the hotel crowd. Now a lot of guests expect all of the conveniences and scalability of a hotel in their STR, while simultaneously expecting the personalized and custom support of an STR.

I've been staying in STRs since the 90's and back then you had to bag your trash and take it with you in your car when you left. And you were happy to do it because you got to stay in a cool 4br secluded mountain cabin with a view rather than having to buy 4 separate hotel rooms in town with the crowds.

Now these whiners (and it's all over social media) ##### and moan for hours about having to do their own dishes or leave the towels on the bathroom floor.

Same thing with supplies. Every STR we've stayed in even the last 10 years the first thing we always plan to do when we arrive is go grocery shopping and pick up paper towels, etc. And we always pack detergent and shampoo. But now guests expect everything to be provided. Which is mostly fine because we've always provided them at our STRs, but more as a courtesy than a requirement. Now if there's not 3 months worth of supplies there people are whining about it. "Uh, there were only 14 Tide pods left when we arrived, how are we supposed to vacation like this?".

I'm just glad I have large properties where most of our guests are old school STR travelers who are actual reasonable people. I've got to imagine it's a nightmare with smaller condos in town where the competition is a lot more hotel specific.

I felt sorry for the owner of a place we stayed over spring break in Havasu city. 4br house with the coolest pool you've ever seen. Swim-up bar with full outdoor kitchen, waterfall, diving platform, two fire pits, etc. Looks like something at a 5-star Hawaiian resort, not a private home in Arizona. All for like $253/nt. Then the owner texts me and says something like "I'm really sorry to even ask this and don't want to inconvenience you, but would you mind taking the trash cans to the road on Wednesday morning. We can send someone out to do it if it's too much of a hassle".

And I'm just thinking to myself "JFC, of course I'll spend the 10 seconds to wheel the trash cans 20 feet so you don't have to pay someone 40 bucks to come do it or drive an hour and a half roundtrip from your residence to come do it yourself." But I know they're only asking in such an overly gentle manner because they've had stuck up brats before (and seen plenty on social media) whining about how if they stayed at a Hilton they wouldn't have to "pay a cleaning fee and then clean the property myself", where apparently spending 10 seconds wheeling a trashcan 20 feet is "cleaning the whole property" themselves.

Again, I'm just glad I have mostly larger (and some rural) properties where those kind of guests aren't frequent. I see people whining about it on social media all the time and it just grinds my gears though.

Kelly Cochran · Answer

I feel for you, Patricia! I love the idea of sending a short, bulleted list of the most common questions (complaints) to manage their expectations a day or two before check-in.

"We can't wait to welcome you to [vacation rental] on [date]. As a reminder, here are some important notes to help you prepare for your stay:

- This is a gated community. etc etc

- Pool hours are x - x. These are strictly enforced.

- etc

Please let me know if you have any questions or special requests! Excited to welcome you on [day]."

John Underwood · Answer

I have increased prices and am hitting new net highs.

(P)

I have had no problems with guests. I get the good ones from Vrbo.

Angela McGuire · Answer

I think a call prior to their arrival reminding them that there is important info in the house guide, rules for the pool that will be enforced, etc. will help a lot. It will also attach a human (you) to the stay even though it will feel a little mechanical when they arrive. Good luck!

Leslie Anne Morris · Answer

It seems like it’s the luck of the draw really. People not reading everything is a huge issue for us and super annoying.

Andrew Steffens · Answer

I started in STR in 2016 and the guests were pretty decent. It got worse during COVID as many people converted from hotels and expected hotel service. Airbnb being the most common platform fosters bad guest behavior with arbitrary refunds, and the cycle has perpetuated. Just my opinion.

Henry T. · Answer

I'm a relative newbie compared to most of the pros here. I may have noticed that those that ask for early check-ins may be a little prickly. Also watchout for those with trips but no reviews. I never instant book and have a short communique before I approve. Telling them my requirements upfront before I approve. I keep a house guide on the coffee table. Short and sweet with most info they need. I stay away from applicances that could fail or need attention.

Is it just me or are guests getting more difficult?

Is it just me or are guests getting more difficult?

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