An Airbnb host got a complaint from a guest. When the guest arrived, the home was 90 degrees. Yes, pretty dang hot.
The guest was upset and requested a full refund of their stay. The host, turned to us and requested that we waive the full cleaning fee but the guest still stayed the full duration.
The house was cleaned, had a quality control inspection, etc. The only issue is that the A/C was turned off. Why was it turned off? Glad you asked.
When the host onboarded with us, he was hoping to save money on utilities, so he gave our cleaning team explicit instructions to turn off the A/C in between guests.
Our cleaners have been following protocol ever since. However, the host has clearly forgotten about this request and wants a refund.
What would you do in this scenario?
Allowing your customers to give you “property-specific” requirements is one of the many reasons we love our current Airbnb cleaning software stack. This optionality lets you provide a “custom” and premium service without jeopardizing your entire operation.
My recommendation is to allow your hosts to give you 10 property-specific requirements. These requirements are “extra” and are beyond the standard checklist that exists across properties.
Doing this guarantees you can charge top dollar in your area because you set yourself apart from the crowd by providing “custom” services.
P.S. we have new jobs available in (Auburn, AL, Las Vegas, NV, and Charlotte, NC). If you’re a cleaner in these areas OR you’re looking to interview/hire more cleaners, visit Samedayturn.com
Until next time!
Logan
