Handling of Guest's Inability to Reach STR Due to Road Conditions

[Reagen Natho]

How would you handle a guest that was unable to reach your STR due to road conditions or their vehicle's ability?

My STR is located up a steep road on a mountain outside of PForge. My last reservation was my first one that had issues and I know it will come up again with snow and ice this winter. My listing makes it very clear that you will have to navigate a steep mountain road and that I don't refund do to inability to reach the cabin due to road conditions, but how do I enforce that without seeming like an a**hole and getting a poor review? I wish Airbnb offered a trip insurance to fall back on in a case like this.

[Luke Carl]

Originally posted by @Reagen Natho:

@Lucas Carl thanks! I try to do the same as far as trying to scare people away that will be intimidated by the road. It's just hard when they call at midnight and they are stuck, unable to get to the house. 

Again. Systems. I don’t answer the phone or reply to texts period. And I don’t deal with guests between 8pm and 9am ish. 

Think about it. If my house is on fire and they call me.... they wasted 2 minutes. What can I do? Call the fire department dummy. They could have been there 2 minutes sooner. 

It’s not your fault they got stuck. The 200 guests before them had no issue. Let them call a tow truck. Offering to help will only make your life and your review worse. “The host suggest a tow truck company that was $8 more than the other guy. And he had a filthy mouth” All the sudden you’re getting reviewed on not only your property but your tow truck selecting skills. 

If you would have ignored the midnight call they’d be forced to be adults and come up with a solution. Like driving up the hill that they clearly knew existed before they paid. 

there are of course exceptions to every rule. I’m sure other hosts will chime in with the exact opposite of what I’ve suggested. 

As @Pavan Mediratta would say.  This is the business we have chosen. 

“Trying to make everyone happy will guarantee your failure” -Wayne Gretzky, Michael Scott, Abraham Lincoln, Michael Scott.