All Forum Posts by: Jon Martin

1) AirBnb does not like to remove reviews, however since the guest cannot actually answer the various review questions regarding check in, value and cleanliness then you should have grounds for having it removed. That said, if there is someone here who has had this exact scenario and it did not go favorably then I would defer to their experience as a more likely scenario, but even then I would still fight it. 

2) I certainly would not have given a full refund. You kept those dates blocked off for them and now you would be out that revenue and hoping for a last minute booking to make up for it. I would maybe do 50% if I was feeling charitable and there were other expectations that were stated and not met, but even then if they were so close-minded as to not even step foot in the place then I would probably tell them to pound sand. 

I dealt with a similar situation recently. My place is in a similar neighborhood (Greenville SC) however the house is uniquely positioned on an odd shaped lot where there is actually a significant distance between itself and the neighboring properties. I only share a lot line with one guy and he is a mellow and friendly guy who says hi to the guests. Across the street is a high end condo complex, and kiddy corner there is a large lot owned by a a land rich guy who has a lot of random machinery and vehicles laying around which I admit, looks crappy, but is not a danger in any way. Other than that, there are a few outdated properties visible from my place but nothing distressed or with undesirables lurking around. I also have an aerial drone photo showing the block with easy landmarks in the photos and description, so a 3rd grader could find my exact place on google street view in minutes. 

At close to midnight of the first of 2 nights, the guest sent a refund request for half of the cost complaining that she didn't feel safe and that the shower wasn't draining. Since she was right about the shower (which I later fixed) I did accept the refund request without protest, but otherwise I would've refused. In the review (4 stars), she praised what was nice about the property while also leaving backhanded comments about the neighborhood and said there was nothing to do, whereas if you walk literally 5 minutes you are at one of the most popular restaurants in the city plus at least a dozen other places for food, coffee, drinks etc and downtown is a 5-7 minute uber ride. 

Moral of the story: Don't give into these guests, because even if you give them what they want they will still throw you under the bus. 

Sounds like a good property. At the very least it sounds like a safe appreciation bet, so even if you break even on expenses over the course of the next 5 years you will probably do quite well, especially given the growth that the Carolinas are seeing. 

As you look at the price of competing listings, their asking price is mostly irrelevant without taking occupancy into consideration. Check their calendars and see how booked out they are for the next few weeks and months. If their calendars are wide open, especially during peak season, then they are charging too much relative to the quality of the property. 

AirCover only helps you while the home occupied IIRC. So if a fire sweeps through or your place gets robbed between guests you are SOL. 

American Modern has reasonable rates but there is no theft coverage. With $20k+ worth of furnishings in your STR this is something you should bear in mind.

I like Proper and have had great interactions with them. Deductible is only $1000 and they cover theft. Hopefully they don't raise my rates that bad, but I'm sure that day will come eventually. 

@Richard Warner have you ever been? St Lawrence Gap has great sand and restaurants but I'm not sure how the numbers would pencil out because beachfront hotels are relatively reasonable there (by Caribbean standards). Bathsheba would be good for surfers. West Coast looks like Martha's Vineyard and is priced to match so maybe you could compete with the super expensive hotels there? I would gladly seek out an STR in that area.

Thank you all for the suggestions! I've added similar wording to what many of you recommended above into the day-before-check-out auto message and the post-check-in follow up message. 

Quote from @Mike Dymski:

I asked my family for a 5 star review on me and what I could differently...and it did not work out well...

haha! When my wife complains about something I cook (she grew up with maids so it's ingrained in her from seeing her parents deal with them) I tell her to leave a Yelp review.

Quote from @Lauren Kormylo:

They made an announcement this spring that all guests’ identities would now be verified. (Most people thought they already were doing that!). So this is another black eye for their management skills. 

Kinda makes you wonder how long this has been going on and how many similar stories are out there. They are likely putting that policy in for this reason after who knows how many incidents like this, probably at the behest of whoever underwrites AirCover. 

Sorry this happened OP. Absolutely maddening. 

Quote from @Michael Baum:

I am not sure why these particular guests didn't heed my warnings.

I can understand not knowing that this is a risk and proceeding accordingly, however if I were warned I would absolutely take is seriously, especially from a host who has seen this happen before. Sad story, but hopefully your warnings will be taken more seriously now. 

Curious to hear how you all approach this. I already send a pre check out email thanking tie for the stay. Should I go ahead and ask them to leave a 5 star review and is there a way to do tie without sounding presumptuous? Thanks in advance. 

You probably won't be able to charge as much as an ocean view, although there will always be people willing to pay less if they can be in close proximity to what the area has to offer. Ask around to get a feel for what you can charge and if the numbers make sense then yes, it's worth investing.